Complaints Procedure

Complaints Procedure for Man with Van Morden Park Services

This complaints procedure explains how customers of Man with Van Morden Park can raise concerns about our removal and man and van services, and how those concerns will be handled. Our aim is to resolve issues fairly, efficiently and in a way that helps improve our service for future customers.

Our Commitment to You

We are committed to providing a reliable, professional and courteous removal service for households and businesses. If something goes wrong, we want to know about it as soon as possible so that we can investigate, put things right where we can, and learn from the experience. We treat all complaints seriously and handle them with respect, confidentiality and without discrimination.

What This Procedure Covers

This procedure applies to complaints about our man and van and removal services, including local moves, longer distance moves, packing and loading, transportation, unloading and related customer service. It covers issues such as punctuality, conduct of staff, handling of goods, damage or loss, quality of service, and billing or charges.

What Is Not Covered

This procedure does not cover general enquiries, requests for quotes or informal feedback that does not require a formal response. It also does not replace any statutory rights you may have under consumer law, including rights relating to damaged or missing goods. Those rights exist in addition to this procedure.

Raising an Informal Concern

Many issues can be resolved quickly by speaking to a member of our team as soon as the problem arises. If you are unhappy during a move or immediately afterwards, please raise the issue with the driver or the coordinator you have been dealing with. Where possible, we will try to resolve the matter on the spot, for example by adjusting how the work is carried out or by providing an explanation and, where appropriate, a remedy.

If the issue cannot be sorted out informally or you remain dissatisfied, you can ask for your concern to be treated as a formal complaint under this procedure.

How to Make a Formal Complaint

To help us understand and deal with your complaint efficiently, please provide the following information when you contact us:

• Your full name and, if relevant, the name of the person who made the booking
• The date of your removal or man and van service, and the collection and delivery locations
• A clear description of what went wrong and when it happened
• Details of any damage, loss, delays or other issues you experienced
• Any evidence you can provide, such as photos of damage, inventory lists or written notes
• What outcome you are seeking, for example an explanation, apology, repair, replacement or financial settlement

Complaints should be made in writing so that we have a clear record of what has been raised. Please submit your complaint as soon as possible and no later than 14 days after the date of your move, unless there are exceptional circumstances.

How We Handle Your Complaint

Once we receive your formal complaint, we will follow these steps:

1. Acknowledgement: We will acknowledge receipt of your complaint and confirm that it is being investigated.
2. Initial Review: We will review the details you have provided and, where necessary, speak to the staff involved and examine any job notes or records related to your move.
3. Request for Further Information: If we require more information or evidence to assess the complaint properly, we will contact you to request this.
4. Investigation: We will carry out a fair and objective investigation, considering your account, our records and any supporting material from both sides.
5. Decision and Response: We will provide you with a written response setting out our findings, any decision we have reached, and any offer of remedy where appropriate.

We aim to provide a full written response within 14 days of acknowledging your complaint. If, for any reason, we need more time, we will let you know and give you an updated timescale.

Possible Outcomes and Remedies

Depending on the nature of the complaint and the outcome of the investigation, possible remedies may include:

• An explanation of what happened and why
• An apology where we have fallen short of our standards
• Practical steps to put things right where this is possible
• A goodwill gesture or financial settlement where appropriate and proportionate
• Changes to our procedures or staff training to prevent similar issues arising in the future

Any offer made will take into account the circumstances of the move, the terms and conditions agreed at the time of booking, and your statutory rights.

Escalating Your Complaint

If you are not satisfied with our final response, you may request that your complaint is reviewed by a more senior member of our team. They will consider whether the investigation was carried out fairly, whether the decision was reasonable in light of the evidence, and whether any further action is required. You will then receive a further written response confirming the outcome of this review.

Time Limits and Evidence

We encourage customers to inspect their goods and property as soon as possible after a move. Notifying us promptly of any damage or loss helps us investigate effectively and may make it easier to identify the cause. If a complaint is made after a significant delay or if supporting evidence is limited, this may affect the options available for resolving the matter, but we will still consider the complaint on its merits.

Confidentiality and Data Protection

All complaints are handled in confidence and shared only with those who need to know in order to investigate and respond. Any personal information you provide as part of your complaint will be processed in line with applicable data protection requirements and used only for the purpose of managing and reviewing your complaint.

Continuous Improvement

We review complaints regularly to identify trends, recurring issues and opportunities to improve our removal and man and van services. Feedback from customers, whether positive or negative, is an important part of maintaining and improving our standards in Morden Park and the surrounding areas we serve.

Using This Procedure

By using this complaints procedure, you help us understand where our service may not have met your expectations and give us the opportunity to address your concerns. We are committed to handling every complaint carefully, responding within reasonable timescales, and treating every customer with fairness and respect.