Complaints Procedure for Man with Van Tower Hill Customers

Man with Van Tower Hill aims to provide a reliable, efficient and professional removals and man and van service. However, we recognise that on occasion customers may feel that their expectations have not been met. This complaints procedure explains how you can raise a concern, how we will respond, and the steps we will take to resolve matters fairly and promptly.

Purpose of this Complaints Procedure

This procedure is designed to ensure that all complaints about our removal and transport services are handled consistently, transparently and within reasonable timescales. It applies to all customers using our man and van or small removals services, whether for domestic moves, office moves or single item deliveries.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, communication, pricing, or the way in which a booking or move has been handled, where you are seeking a response or resolution.

Examples of issues that may lead to a complaint include:

Delays or missed collection and delivery slots for your removal.

Concerns about how your belongings have been handled or transported.

Disagreements about charges or quoted prices for man and van services.

Conduct, attitude or professionalism of our drivers or team members.

Inaccurate information provided before, during or after your move.

General feedback or suggestions for improvement are welcome, but will not always be logged as formal complaints unless you specifically request this.

How to Raise a Complaint

You should raise your complaint as soon as possible after the issue occurs, so that we can investigate while details are still clear. Please provide a clear description of what went wrong and how you would like us to put things right.

When making a complaint, please tell us:

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

The date and approximate time of your booking or removal service.

A clear explanation of what happened and why you are dissatisfied.

Any supporting details, such as item descriptions, photos or booking references.

What outcome or resolution you are seeking, where applicable.

Complaints should be made in writing so that there is a clear record of your concerns and our responses. Written complaints allow us to review details thoroughly and minimise misunderstandings.

Our Complaints Handling Stages

Stage 1: Initial Review

Once we receive your complaint, we will acknowledge it as soon as reasonably practicable. We will log the details and allocate it to an appropriate person to review. At this stage we may contact you to clarify any points or request further information.

We aim to provide an initial response within a reasonable timeframe, usually within 10 working days. This response may include an explanation of what went wrong, an apology where appropriate, and information on what we propose to do next.

Stage 2: Investigation and Resolution

If your complaint requires a more detailed investigation, we will review relevant booking information, job sheets, driver records and any photographs or evidence you have supplied. We may also speak with staff who were involved in your move or delivery.

Following our investigation, we will provide a written response setting out:

The issues you raised and our understanding of your complaint.

The steps we have taken to investigate the matter.

Our findings and conclusion.

Any actions we will take to resolve the issue or prevent a recurrence.

Where appropriate, resolutions may include an apology, corrective action, or other forms of redress consistent with our terms and conditions and any applicable consumer protections.

Stage 3: Further Review

If you are not satisfied with the outcome at Stage 2, you may request a further review. In doing so, please explain why you remain dissatisfied and what you believe has not been addressed.

A more senior member of our team will then review both your original complaint and the handling of it so far. Following this review, we will provide a final written response setting out our position. This will normally conclude our internal complaints process.

Timescales and Communication

We aim to handle all complaints as quickly as possible while ensuring a fair and thorough review. If, for any reason, we are unable to meet the usual response times indicated in this procedure, we will inform you and explain the reason for any delay.

All key stages of the complaint will be communicated to you in writing. This helps to ensure clarity and provides a record of what has been agreed.

Our Commitment to Fairness

Every complaint is treated seriously and handled with respect. We will consider all available information before reaching a conclusion, and we will not treat you unfavourably for raising a concern about our services.

We also expect our staff and customers to behave courteously at all times. Abusive or threatening language or behaviour may lead to us limiting the ways in which we communicate with you, but will not prevent us from properly assessing your complaint.

Using Complaints to Improve Our Service

Feedback and complaints are an important part of improving our man and van and removals services. We review complaint records periodically to identify any recurring issues or patterns that may require changes to our procedures, training, or service delivery.

By raising your concerns, you are helping us to refine our service for all customers seeking local removals, small moves, item collections and deliveries.

Limitations and Related Policies

This complaints procedure does not replace or alter your legal rights. Any remedies offered through this process are in addition to, and not instead of, your statutory consumer rights where they apply.

Some issues, such as loss or damage to items, may also be governed by our separate terms and conditions and any applicable insurance arrangements. In such cases, we will explain which documents are relevant and how they affect your complaint.

Record Keeping

We keep a record of complaints, investigations and outcomes in line with our data handling practices. These records help us monitor service quality, staff performance and the effectiveness of this complaints procedure.

By following this procedure, Man with Van Tower Hill aims to resolve concerns fairly, protect customer interests, and maintain a professional removal and man and van service you can rely on.