Complaints Procedure

Man with Van Woodlands Complaints Procedure

Man with Van Woodlands is committed to providing a reliable and professional removal service for households and businesses. We understand that on occasion things may not go to plan. When this happens, we want to hear from you so that we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, what you can expect from us, and the steps we take to resolve issues fairly and efficiently.

Our Commitment to You

We aim to deliver a smooth and stress free moving experience. If you are dissatisfied with any aspect of our service, we will treat your complaint seriously and handle it in a respectful and objective way. We are committed to:

Listening to your concerns and understanding what has gone wrong from your perspective.

Responding clearly and within reasonable timescales.

Investigating thoroughly, using the information you provide and our own records.

Offering a fair explanation and, where appropriate, a suitable resolution or remedy.

Using your feedback to improve our removal and delivery services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, pricing, communication, or the conduct of a move or delivery. This can include, for example:

Concerns about how your move was planned or carried out.

Issues with punctuality, loading, transport, or unloading of items.

Concerns about care, handling, or protection of your belongings.

Disputes about charges, quotations, or payment arrangements.

Concerns about the behaviour, attitude, or communication of our team members.

You do not have to use the word complaint. If you tell us that you are unhappy and you would like us to respond, we will treat this as a complaint.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. We are happy to accept complaints in writing or verbally. Where possible, we encourage you to set out your concerns in writing so that we have a clear record of the issues and can investigate effectively.

When making a complaint, please provide as much of the following information as you can:

Your full name and the address where the service was provided.

The date of your move or booking and any reference details you were given.

A clear description of what went wrong and when it happened.

Details of any damage, loss, delays, or other specific concerns.

What outcome you are seeking, such as an explanation, apology, or review of charges.

This information helps us to understand your situation and to investigate promptly. If we need further details to assist our investigation, we will contact you to discuss this.

Timescales for Raising a Complaint

We ask that you raise any complaint as soon as possible after the issue occurs. This allows us to review the events while information is still fresh and evidence is easier to obtain. For issues relating to damage or loss of belongings, we ask that you notify us as soon as reasonably practicable after the move or delivery has taken place.

We will still consider complaints made later, but our ability to investigate may be limited if significant time has passed.

How We Will Respond

We will acknowledge your complaint as soon as reasonably possible after we receive it. In our acknowledgement, we will confirm that we have received your concerns and explain the next steps in the process.

We will then investigate your complaint. This may involve reviewing booking records, schedules, photographs, and notes from the moving team, as well as speaking with the staff involved. We may contact you for additional information or clarification if needed.

Once our investigation is complete, we will provide you with a written response. In this response we will aim to:

Explain our understanding of your complaint and the issues you have raised.

Describe the steps we took to investigate the matter.

Set out our findings and any conclusions we have reached.

Confirm any actions we will take to put things right or improve our service.

Where appropriate, we will offer a remedy that may include an explanation, apology, corrective action, or a review of fees. Any remedy will be proportionate to the issue and in line with our terms of business.

Timeframe for Resolving Complaints

We aim to resolve most complaints within 14 to 28 days, depending on the complexity of the issues raised. If the complaint is straightforward, we may be able to respond more quickly. If the matter is more complex or requires detailed investigation, it may take longer.

If we cannot provide a full response within our usual timeframes, we will let you know and explain the reason for the delay. We will also provide an indication of when you can expect a final response.

If You Are Not Satisfied with the Outcome

If you are unhappy with our response or feel that your complaint has not been resolved, you can ask us to review the decision. When you request a review, please explain which parts of our response you disagree with and why.

We will then re examine your complaint, considering any new information you provide. A different person may review the matter where possible to ensure fairness. Following this review, we will provide you with our final position on the complaint.

Data Protection and Confidentiality

All complaints are handled in accordance with our responsibilities under data protection law. We will only share information about your complaint with staff who need it to investigate and respond. We will keep a record of your complaint and our findings so that we can monitor trends and improve our removal services.

Using Complaints to Improve Our Service

Customer feedback, including complaints, is an important part of how Man with Van Woodlands maintains and improves service standards. We regularly review complaints to identify any patterns or recurring issues. Where we identify areas for improvement, we may take actions such as updating staff training, improving communication, reviewing packing and handling procedures, or refining our booking and scheduling processes.

By following this complaints procedure, we aim to ensure that your concerns are handled professionally and that you receive a clear and fair outcome. Your experience helps us continue to provide a dependable, careful, and responsive moving service for all our customers.