Complaints Procedure

Complaints Procedure for Man With a Van St John's Wood

At Man With a Van St John's Wood, we take every concern seriously and aim to resolve issues fairly, promptly, and transparently. This Complaints Procedure explains how you can raise a complaint about our removal or man and van services, how we will handle it, and what you can expect from us at each stage.

Our Commitment to You

We are committed to delivering a reliable, professional removal service. If something goes wrong, we want to know so we can put it right and improve for the future. We aim to:

Listen carefully to your concerns;
Respond in a polite and respectful manner;
Investigate complaints thoroughly and objectively;
Provide clear explanations and, where appropriate, suitable remedies.

What This Procedure Covers

This procedure applies to complaints relating to our man and van and removal services, including:

The quality of packing, loading, transport, or unloading;
Conduct or behaviour of our drivers or removal staff;
Damage to property or goods during a move;
Delays, missed appointments, or scheduling issues;
Billing, pricing, or quoted services not matching what was provided;
Any other aspect of the service you believe did not meet agreed standards.

Step 1: Raise Your Concern Informally

If you are unhappy during or immediately after your move, please raise the issue with the driver or team leader on site where possible. Many concerns can be resolved quickly at this stage by clarifying arrangements, adjusting the work being carried out, or agreeing a practical solution.

If the issue cannot be resolved on the day, or you prefer not to discuss it with the crew, you may proceed directly to making a formal complaint as described below.

Step 2: Making a Formal Complaint

If informal resolution is not possible or you remain dissatisfied, you may submit a formal complaint. When making a complaint, please provide as much detail as you can, including:

Your full name;
The date and approximate time of the move;
The collection and delivery locations;
A clear description of what went wrong;
Any relevant reference numbers or job details;
Details of any damage, including dates, times, and how it was discovered;
What outcome or resolution you are seeking.

Clear, detailed information helps us investigate more efficiently and reach a fair outcome more quickly.

Step 3: Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your concerns, outline the next steps, and, where possible, provide an estimated timescale for our investigation and response.

Step 4: Investigation Process

We will investigate your complaint by reviewing all relevant information. This may include:

Speaking to the crew members or staff involved in your move;
Reviewing booking details, quotes, and any written agreements;
Examining any photographs or evidence you provide;
Assessing route plans, timings, and job notes from the day of your move.

We aim to conduct investigations impartially and fairly, considering both your account and the information provided by our staff. In more complex cases involving damage or loss, we may ask you for additional details or evidence to support your claim.

Step 5: Our Response and Outcome

After completing our investigation, we will provide you with a written response that sets out:

What we have understood from your complaint;
The findings of our investigation;
Any factors that may have contributed to the issue;
The decision we have reached;
Any remedies or actions we propose to take.

Possible outcomes may include an apology, an explanation, service improvements, or, where appropriate and in line with our terms and conditions, compensation or a contribution towards repairs or replacement. Each complaint is assessed on its own facts and circumstances.

If You Are Not Satisfied with the Outcome

If you disagree with our decision or feel that your complaint has not been handled fairly, you may request that your complaint is reviewed. In doing so, please explain why you are dissatisfied with the outcome and provide any additional information that you believe is relevant.

We will then arrange for a further review, which may involve a different member of our management team. Following this review, we will provide you with a final response.

Timescales

We aim to resolve complaints as quickly as reasonably possible. While timeframes may vary depending on the complexity of the issue, our general approach is to:

Acknowledge your complaint within a short period;
Complete our initial investigation and provide a response within a reasonable timeframe;
Inform you promptly if we require more time and explain why.

Some complaints, especially those involving multiple parties or extensive damage assessments, may take longer to conclude, but we will keep you informed of progress.

Your Responsibilities When Making a Complaint

To help us handle your complaint effectively, we ask that you:

Raise issues as soon as possible after the event;
Provide accurate and complete information;
Treat our staff with respect and allow them reasonable time to investigate;
Retain any relevant documents, photographs, or receipts relating to the matter.

We reserve the right to end communication if a complainant behaves abusively or unreasonably, but we will always aim to resolve matters constructively.

Using This Procedure

This Complaints Procedure is designed to give customers of Man With a Van St John's Wood a clear and fair route to raise concerns about our removal and man and van services. By following these steps, we hope to resolve issues efficiently, learn from any mistakes, and continue to improve the quality of service we deliver.