Complaints Procedure
Complaints Procedure for Man with Van Tottenham
This complaints procedure explains how Man with Van Tottenham manages and resolves concerns raised by customers using our man and van and removal services. Our aim is to deal with every issue fairly, consistently and as quickly as possible, while using feedback to improve our service.
Our Commitment to Customers
We are committed to providing a reliable, careful and professional removal service. If something goes wrong, we want to know about it so we can put matters right where possible and prevent similar issues from happening again. We will always treat complaints seriously, investigate them thoroughly and communicate clearly with you throughout the process.
What This Procedure Covers
This procedure applies to complaints about the services provided by Man with Van Tottenham, including man and van moves, small removals, house or flat moves, and related loading, unloading and transport activities. It covers issues such as service quality, conduct of staff, damage or loss of items, delays, charges and any other concern arising from a booking with us.
This procedure does not cover matters that fall outside our control, such as traffic or access restrictions that were not made known in advance, or issues that are already being dealt with by an insurance provider or another dispute resolution body. However, we will still review any feedback received in these situations.
How to Make a Complaint
If you are dissatisfied with any aspect of our service, you should raise your complaint as soon as reasonably possible after the event. This helps us to investigate while details are still clear.
You can make a complaint in writing, or verbally to a member of the team, providing the following information where possible:
The date of your move or booking, the address or general location of the job, a clear description of what went wrong, details of any items that you believe were damaged or lost, and what you would like us to do to resolve the issue.
We encourage you to keep any relevant evidence, such as photographs of damage, lists of missing items, copies of quotes or agreements, and any written communication relating to the booking. This can assist us in reaching a fair outcome.
Initial Review and Acknowledgement
Once we receive your complaint, we will record the details and arrange for it to be reviewed by an appropriate member of our team. We aim to acknowledge your complaint within a reasonable time frame, confirming that it has been received and is being investigated. Where needed, we may request additional information or clarification from you so that we can fully understand the circumstances.
Investigation of Your Complaint
The person handling your complaint will investigate the issues raised by reviewing any relevant booking information, job notes and communication, and by speaking with the staff involved in your move. If the complaint relates to damage or loss, we may ask you to provide photographs, inventories or other supporting evidence.
We will consider all information provided by you and our staff, along with any applicable terms and conditions that applied at the time of your booking. Our aim is to reach a balanced and fair understanding of what happened.
Response Times
We aim to provide a full response to your complaint within a reasonable period, depending on the complexity of the matter and how quickly we are able to obtain any necessary information. If we are unable to provide a full response within that time, we will let you know that the investigation is ongoing and indicate when you can expect a further update.
Our Decision and Possible Outcomes
Once the investigation is complete, we will provide you with a clear written or verbal response setting out:
A summary of the complaint and the key points considered, the outcome of our investigation, and where appropriate, any steps we will take to resolve your complaint or improve our services.
Depending on the circumstances, possible outcomes may include an explanation or apology, a service remedy where possible, a goodwill gesture, or confirmation that we do not believe the complaint can be upheld, with reasons.
If You Are Not Satisfied with the Outcome
If you are unhappy with the outcome of your complaint, you may ask for your case to be reviewed again, setting out why you believe the decision was not fair or did not address your concerns. We may ask a different member of our team or a more senior person to carry out this review where appropriate.
Following this further review, we will provide a final response explaining our position. At this stage we will identify whether any further internal steps are available or whether our internal process has been exhausted.
Claims for Loss or Damage
Where your complaint relates to alleged loss or damage to items during a move, it is important that you report this to us as soon as you become aware of the issue and provide supporting evidence where possible. Our consideration of such complaints will take into account the condition of items, pre-existing damage, packing arrangements, access conditions and the terms and conditions agreed when you booked our services.
Any offer of compensation will be assessed on an individual basis, taking into account the information available, any limitations set out in our terms, and any applicable insurance cover. In some cases, we may direct you to pursue a claim through an insurer if this is the appropriate route.
Use of Feedback to Improve Our Service
Every complaint helps us review how we operate our man and van and removal services. We may use the information gathered through complaints to provide additional training to staff, update our procedures, improve communication with customers or make changes to how we plan and carry out moves.
By following this complaints procedure, Man with Van Tottenham aims to resolve issues in a fair, timely and transparent way, while maintaining a professional and reliable removal service for all customers.
