Complaints Procedure

Complaints Procedure for Man with Van Ruislip

Man with Van Ruislip is committed to providing a reliable and professional man and van and removal service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

1. Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear and fair process for raising concerns about any aspect of our service, including bookings, removals, packing, loading, transport, delivery, timings, handling of goods, or staff conduct. Our aim is to resolve issues quickly, informally where possible, and to learn from feedback in order to improve our removal services.

2. Who Can Use This Procedure

This procedure is for any customer who has booked or received a service from Man with Van Ruislip. You may also complain on behalf of someone else, provided you have their permission to do so. We may ask for confirmation that you are authorised to act on their behalf before discussing details of the booking.

3. What We Class as a Complaint

A complaint is any expression of dissatisfaction with our services or the way they were delivered, whether justified or not. Examples include:

Disagreement about arrival times, delays or missed time slots. Concerns about the handling, loading, unloading or positioning of items. Issues regarding damage to property or belongings. Concerns about the conduct, attitude or appearance of staff. Disputes about charges, quotes, or additional fees. Dissatisfaction with how a previous issue or query was handled.

If you are unsure whether your concern counts as a complaint, please raise it with us and we will treat it fairly and consistently under this procedure.

4. How to Make a Complaint

You can make a complaint in writing or verbally. We recommend that you provide as much detail as possible so we can investigate thoroughly. When submitting a complaint, please include:

Your full name and, if applicable, the name of the person on whose behalf you are complaining. The date and approximate time of the service. The collection and delivery locations associated with the booking. A clear description of what went wrong, including any conversations with our team. Details of any loss, damage or extra costs you say you have suffered. Any supporting information such as photographs, inventories or receipts.

Written complaints help us to keep a clear record, but we will also accept and record complaints made by phone or in person. If you require assistance to make a complaint, we will make reasonable efforts to help you set out your concerns.

5. Time Limits for Raising a Complaint

We ask that you raise complaints as soon as reasonably possible. This helps us to investigate while details are still clear and any evidence is readily available. For complaints about damage to goods or property, we ask that you notify us as soon as you become aware of the issue. Reporting concerns promptly gives us the best chance to understand what happened and explore appropriate remedies.

6. Our Complaints Handling Stages

We operate a two-stage complaints process designed to resolve issues in a fair and timely manner.

Stage One: Initial Review and Response

Upon receiving your complaint, we will:

Acknowledge receipt of your complaint within a reasonable time. Review the details of the booking and any relevant notes or communications. Where necessary, speak with the staff involved and gather any additional information.

We will then provide you with a response setting out our understanding of your complaint, the findings of our initial review, and any actions we propose to take. This may include an apology, a practical remedy, or an explanation if we do not uphold part or all of the complaint.

Stage Two: Further Review

If you are not satisfied with the outcome at Stage One, you may request a further review. When doing so, please explain which aspects of the decision you disagree with and provide any additional information you would like us to consider.

At Stage Two, your complaint and the previous decision will be reviewed by a more senior member of our team, who was not directly involved in the original matter wherever possible. They will consider whether the complaint was handled fairly, whether the outcome was reasonable, and whether any further action is appropriate. We will then issue a final response explaining our conclusions and any additional steps we will take.

7. Possible Outcomes and Remedies

Depending on the circumstances, possible outcomes of a complaint may include:

An explanation or clarification about what happened and why. An apology where we accept that our service fell below expected standards. Practical steps to put things right where reasonably possible. A review of our internal processes, training or guidelines to help prevent similar issues occurring in future. In some cases, a goodwill gesture may be offered where appropriate.

Any remedy will be assessed on a case by case basis, taking into account the nature of the service, the terms agreed at the time of booking, and the evidence available.

8. Fairness, Confidentiality and Data Protection

All complaints will be treated seriously, fairly and without discrimination. We will handle your personal information in line with our privacy practices and will only share details of your complaint with those who need to know in order to investigate and respond. Information you provide will be stored securely and retained only for as long as is necessary for complaint handling and any legal or regulatory requirements.

9. Using Complaints to Improve Our Service

We view complaints and feedback as an important opportunity to review and improve our man and van and removal services. We may periodically analyse complaints to identify recurring themes, training needs, or changes that could enhance our reliability, customer communication and overall service standards.

10. Updates to this Procedure

Man with Van Ruislip may update this complaints procedure from time to time to reflect changes in our services, legal requirements or best practice. The current version will always apply to complaints raised at the time.

If you have any questions about this procedure or are unsure how to raise a concern, please contact us and we will guide you through the process.