Complaints Procedure

Complaints Procedure for Man with Van Belsize Park

Man with Van Belsize Park is committed to providing reliable, professional and courteous man and van and removal services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us throughout the process.

Our Commitment to You

We aim to handle all complaints fairly, consistently and promptly. We will listen carefully to your concerns, investigate what happened and, where appropriate, offer an explanation, an apology and a suitable remedy. We also review complaints regularly to identify any trends and make improvements to our removals and man and van operations.

What This Procedure Covers

This complaints procedure applies to any dissatisfaction or concern you may have about our services, including but not limited to home moves, flat moves, office moves, furniture transport, loading and unloading, punctuality, conduct of staff, care of your belongings, and accuracy of information provided before or during your move.

This procedure is designed for customers who have used, or have booked, our services. If you are making an enquiry that is not a complaint, we will handle it through our normal customer service channels.

Making a Complaint

You should let us know about any issue as soon as reasonably possible so that we can investigate while events are still fresh and relevant information is easy to obtain.

When you contact us to raise a complaint, please provide the following information to help us deal with your case efficiently:

Your full name and, if applicable, the name under which the booking was made.

The date of your move or the date the service was provided.

The address where the service took place and, if different, the destination address.

A clear description of what went wrong, including times, locations and names of staff members if known.

Details of any loss, damage or inconvenience you believe you have suffered.

Any supporting information that may help our investigation, such as photographs of damage, inventory lists, or copies of correspondence.

Stages of the Complaints Process

Stage 1: Initial Review and Acknowledgement

Once you raise a complaint, we will record it in our complaint log and arrange for an appropriate member of our team to review it. We aim to acknowledge your complaint as soon as reasonably possible. In the acknowledgement, we will confirm that we have received your complaint and outline the next steps, including any additional information we may need from you.

Stage 2: Investigation

We will then investigate your complaint in a fair and objective way. This may include speaking to the crew members involved in your move, reviewing booking details and job notes, examining any photographs or evidence you have supplied, and checking our internal procedures and records such as schedules and inventory forms.

During the investigation, we may contact you to clarify aspects of your complaint or to request further information. We ask that you respond as fully and promptly as you can so that we can reach a conclusion without unnecessary delay.

Stage 3: Response and Outcome

After completing our investigation, we will provide you with a written response setting out our findings. This response will explain:

The issues you raised and how we have considered them.

What we have found during our investigation.

Whether your complaint has been upheld in full, in part, or not upheld.

Any steps we have already taken or will take to put matters right.

Any changes we intend to make to our practices or procedures as a result of your complaint.

Where appropriate, remedies may include an explanation, an apology, corrective action, or other reasonable steps intended to address the impact of the problem on your move.

Timeframes

We aim to resolve complaints as swiftly as possible, while allowing enough time for a thorough and fair investigation. Timeframes may vary depending on the complexity of the complaint, the availability of information and the need to consult team members who were involved in your move.

If we believe that our investigation will take longer than we initially expected, we will keep you informed of progress and let you know when you can expect a final response.

Escalating Your Complaint

If you are unhappy with the outcome of your complaint, you may ask for it to be reviewed a second time. In your request for escalation, please explain why you are dissatisfied with the original decision and what you feel has not been addressed. We will then arrange for a different person, where possible, to review both your original complaint and the initial response. We will provide a further written outcome after this review.

Claims for Loss or Damage

If your complaint relates to loss of, or damage to, your belongings during a move, we may ask for additional information such as photographs, proof of purchase or value, and confirmation of the condition of items before the move. This helps us to assess any claim fairly and in line with our terms and conditions.

Any compensation or contribution toward repair or replacement will be considered in accordance with the scope of our services, the circumstances of the job, and any applicable limitations or exclusions set out in our terms and conditions. We may also request access to inspect damaged items where practical.

How We Use Complaints to Improve

We treat complaints as an important source of feedback. By analysing the issues raised, we can identify areas where our removals and man and van services can be improved. This may include additional training for staff, adjustments to scheduling and planning, improvements to our communication with customers, or updates to our working practices and procedures.

Confidentiality and Data Protection

All complaints are handled with appropriate confidentiality. Information you provide will be used only for the purpose of investigating and resolving your complaint, reviewing our services, and meeting any legal or regulatory obligations. We will store and process your personal data in line with applicable data protection requirements.

Feedback and Compliments

Although this document focuses on complaints, we also welcome positive feedback about our teams and services. Comments about what went well on your move help us recognise good practice and maintain high standards across our removal operations.

By following this complaints procedure, Man with Van Belsize Park aims to resolve issues fairly and efficiently while continually improving the service we offer to our customers.