Complaints Procedure

Complaints Procedure for Man with Van Orpington Customers

Man with Van Orpington is committed to providing a reliable and professional removal and man and van service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise any concerns, how we will handle your complaint, and what you can expect from us throughout the process.

Our Commitment to Handling Complaints

We take all complaints seriously and use them as an opportunity to improve our services. Our aims when dealing with a complaint are to:

Listen carefully to your concerns and understand what went wrong from your perspective.
Investigate the matter thoroughly and fairly.
Respond within reasonable timeframes and keep you informed of progress.
Offer a clear explanation and, where appropriate, a suitable remedy.
Use the feedback to improve our removal and man and van operations.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether it relates to a single item or the overall moving experience. This may include, but is not limited to:

Concerns about the standard of our removal or delivery services.
Issues with punctuality, conduct, or attitude of our team members.
Problems with handling, loading, unloading or transporting your belongings.
Disputes about quotations, charges, or payment terms.
Concerns about communication before, during or after your move.

You are encouraged to raise any issue as soon as you become aware of it, so that we have the best chance of resolving it quickly.

How to Make a Complaint

You can make a complaint verbally or in writing. While we will accept verbal complaints, we encourage you to submit your complaint in writing so that the details are clear and can be recorded accurately.

Please include the following information where possible:

Your full name and the address where the service was provided.
The date of your move or the date the issue occurred.
A clear description of what happened and why you are dissatisfied.
Any relevant reference numbers or booking information.
Details of any losses, damage, or additional costs incurred.
What outcome or resolution you are seeking.

If you are making the complaint on behalf of someone else, you should confirm that you have their permission to do so.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will:

Log the details in our internal records.
Assign the complaint to an appropriate person for review.
Acknowledge receipt of your complaint within a reasonable timeframe.

The acknowledgement will confirm that we have received your complaint and explain the next steps in the process, including any further information we may need from you.

Stage Two: Investigation

We will then investigate your complaint. This may include:

Reviewing your booking details, quotation and any written correspondence.
Speaking with the removal team members involved in your move.
Reviewing delivery notes, photographs or condition reports where available.
Assessing the issues raised in line with our terms and conditions.

We aim to complete our investigation and provide you with a substantive response within a reasonable timeframe. If, for any reason, we need longer to investigate the matter, we will let you know and provide an updated timescale.

Stage Three: Response and Resolution

After the investigation is complete, we will write to you with our findings. Our response will usually include:

A summary of your complaint and the issues considered.
An explanation of what we have found and any evidence relied upon.
Our decision on whether the complaint is upheld in full, in part, or not upheld.
Details of any proposed remedy or corrective action.

Possible outcomes may include an apology, an explanation, practical steps to put things right where possible, or other appropriate remedies in line with our terms and conditions and any applicable legal requirements.

If You Remain Dissatisfied

If you are unhappy with the outcome of Stage Three, you may ask for a further review. When doing so, please explain why you believe the decision is incorrect or incomplete, and provide any additional information that you would like us to consider.

A further review will normally be carried out by a senior member of our team who was not directly involved in the original decision, where practicable. We will then provide a final written response setting out our position.

Time Limits for Making a Complaint

To help us investigate effectively, we ask that complaints are raised as soon as reasonably possible after the event, and ideally within a short period of your move. Claims for loss or damage may be subject to specific notification periods set out in our terms and conditions. Where applicable, those time limits will apply in addition to this procedure.

Your Responsibilities

To enable us to handle your complaint efficiently, you agree to:

Provide accurate information and as much detail as you can about the issue.
Retain any relevant documentation, photographs or evidence of damage where applicable.
Respond to any reasonable requests for additional information during the investigation.
Communicate with our team in a respectful and constructive manner.

How We Use Complaint Information

Information you provide in a complaint will be used only for the purpose of handling and resolving that complaint, improving our services, and meeting our legal and regulatory obligations. We will handle all personal data in line with our privacy and data protection practices.

Continuous Improvement of Our Removal Services

Complaints are an important source of feedback and help us identify where our removal and man and van services can be improved, whether that relates to booking processes, handling of goods, punctuality, or communication. We regularly review complaint outcomes and look for patterns or recurring issues so that we can provide a more reliable and smooth moving experience for customers in our service area.

This complaints procedure is intended to be fair, transparent and accessible. If anything in this process is unclear, or if you need support in raising a complaint, you may contact us and we will do our best to assist you.