Man with Van Watford Complaints Procedure

Man with Van Watford is committed to delivering reliable and professional removal services. We recognise that occasionally things may not go as planned, and when this happens, we want to resolve issues fairly, efficiently and transparently. This complaints procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us throughout the process.

Our commitment to resolving complaints

We take all complaints seriously and use them as an opportunity to review and improve our services. Whether your concern relates to a local move, longer distance job, man and van booking, or any other aspect of our service, we will treat your complaint respectfully and confidentially.

Our aims when handling complaints are to:

• Make it easy for you to tell us what went wrong
• Acknowledge your complaint promptly
• Investigate fairly and objectively
• Provide a clear response and, where appropriate, an explanation or remedy
• Learn from the outcome to improve our removal services

What counts as a complaint

A complaint is any expression of dissatisfaction about our services, whether it is justified or not. This can include, for example:

• Concerns about how your booking, collection or delivery was handled
• Issues relating to timekeeping, communication or conduct of staff
• Problems with how your belongings were handled or transported
• Disagreement about charges, invoices or quoted prices
• Any situation where you feel we did not meet our agreed standard of service

If you are unsure whether your concern is a complaint, please raise it with us and we will treat it appropriately.

How to make a complaint

You can make a complaint in writing or verbally. We recommend putting your complaint in writing wherever possible, as this helps us to understand the details clearly and keep an accurate record. When submitting a complaint, please include:

• Your full name
• The date of your move or service
• The address where the service took place
• A clear description of what went wrong
• Any relevant timings or names of staff involved
• Details of any loss, damage or inconvenience suffered
• What outcome or resolution you are seeking

If you make a complaint verbally, we may ask you to confirm the key details in writing so that we can be certain we have understood your concerns correctly.

Time limits for raising a complaint

We ask that you raise any complaint as soon as reasonably possible after the event, so that we can investigate while information is still fresh. Where your complaint involves physical loss or damage to property, we may apply specific time limits for notification, which will be explained to you in the terms provided at the time of booking.

How we will respond

Once we receive your complaint, we will follow a structured process:

1. Acknowledgement: We will acknowledge receipt of your complaint and record it in our internal complaints log.
2. Initial review: We will review the information you have provided and may contact you for clarification or additional details.
3. Investigation: We will investigate the circumstances, which may include speaking with staff members, reviewing job records, schedules and any relevant photographs or notes.
4. Outcome: When the investigation is complete, we will write to you with our findings, any conclusions we have reached, and any steps we propose to take.

We aim to respond with a full written outcome within a reasonable timeframe. If we need more time because your complaint is complex or additional information is required, we will let you know and keep you informed of progress.

Possible outcomes and remedies

Depending on the nature of your complaint and the result of our investigation, outcomes may include:

• An apology and explanation
• Practical steps to complete or correct the service
• Review or adjustment of charges where appropriate
• Consideration of compensation in line with our terms and conditions
• Internal action such as staff training or procedural changes

Any remedy offered will be based on the specific circumstances of your complaint, the evidence available and the contractual terms agreed at the time of your booking.

Escalating your complaint

If you are not satisfied with the outcome of your complaint, you can ask for a further review. In this case, your complaint will be escalated to a more senior person within the business who was not directly involved in the original decision, where possible.

When asking for escalation, please explain why you are unhappy with the initial outcome and what you believe has not been properly considered. We will then conduct a secondary review, which may involve reassessing the evidence or seeking further clarification. We will write to you with our final position once this review is complete.

Vexatious or abusive complaints

We understand that complaints are often made in stressful situations, especially where personal belongings and moves are involved. We will always treat you with respect and expect the same in return. If a complaint becomes abusive, threatening or unreasonably persistent, we may limit or restrict communication, while still ensuring that any genuine issues raised are addressed.

Using complaints to improve our service

Every complaint is reviewed not only to resolve the issue for you, but also to help us improve how we operate our removal and man and van services. We analyse complaint patterns to identify recurring themes, update our staff training and refine our processes. This helps us to provide a more reliable and efficient moving service for all customers.

Confidentiality and data protection

All complaints are handled in line with our data protection obligations. Information you provide as part of a complaint will be used only for investigating and resolving your concerns and for improving our services. It will be stored securely and retained only for as long as is necessary for these purposes and to comply with any legal or regulatory requirements.

Review of this complaints procedure

We review this complaints procedure periodically to ensure it remains clear, fair and effective for customers using our removal and man and van services. Any updates will apply to complaints raised after the revised procedure is published.

By setting out this clear complaints procedure, Man with Van Watford aims to give you confidence that any concerns about our services will be heard and addressed promptly and professionally.