Complaints Procedure

Man with Van Putney Complaints Procedure

Man with Van Putney is committed to providing reliable, efficient and professional moving and transport services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put things right and improve our services. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we will work to resolve any issues fairly and promptly.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear and accessible process for customers who are dissatisfied with any aspect of our man and van or removal services. It covers issues such as booking, communication, punctuality, handling of items, conduct of staff, completion of work and post-move support. Our aim is to ensure every complaint is treated seriously, investigated thoroughly and resolved in a reasonable and transparent way.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether it is justified or not. This may include, but is not limited to:

Delays with collection or delivery, issues with the standard of moving or packing services, concerns about the handling or placement of items, problems with invoices or charges, or concerns about the behaviour or attitude of our team members. We encourage you to contact us as soon as possible so we can address any issues quickly.

Raising a Complaint

You can raise a complaint verbally or in writing, whichever is most convenient for you. Please provide as much detail as you can to help us understand the issue clearly. When sending a written complaint, we recommend including the following information:

Your full name, details of the booking such as date and service type, a clear description of what went wrong, when and where the issue occurred, any relevant supporting information such as inventory lists, photographs or job references, and what outcome you are seeking, for example an explanation, correction of an error or compensation.

Our team will acknowledge your complaint and explain the next steps in the process.

Initial Response and Timeframes

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. In our acknowledgement we will confirm that we have received your concern, outline who will be dealing with it and provide an estimated timescale for our full response. We aim to provide a substantive response within a reasonable period, taking into account the nature and complexity of the issue. Where a complaint involves third-party services, specialist equipment or multiple locations, it may take longer to fully investigate, but we will keep you updated.

How We Investigate Complaints

Each complaint is investigated by a responsible person who was not directly involved in the issue wherever possible. The investigation may include reviewing booking records, job sheets and any communications related to the move, speaking to the crew members involved, considering photographs or other evidence, and, where appropriate, requesting further clarification from you. Our goal is to establish what happened, why it happened and what can be done to resolve the matter and prevent a repeat.

Our Decision and Outcomes

After completing our investigation, we will explain our findings to you in clear language. Where we find that something has gone wrong, we will acknowledge this and take appropriate action. Possible outcomes may include a sincere apology and explanation, correction of errors in documentation or billing, practical steps to remedy problems where reasonably possible, or financial redress where this is appropriate and in line with our terms and conditions. If we conclude that we have acted correctly and in accordance with our obligations, we will explain the reasons for this decision.

If You Are Unhappy with the Outcome

If you are not satisfied with our initial response, you may request a further review. In this case, your complaint and our handling of it will be reconsidered by a more senior member of the team or by a different person to ensure a fresh perspective. You may be asked to provide any additional information that you believe has not been considered. We will then review the case and issue a final response, setting out our position and the reasons for it.

Complaints Relating to Loss or Damage

Where your complaint relates to loss or damage to items during a move, it is important that you notify us as soon as reasonably practicable. Prompt notification helps us to investigate while events are still recent and evidence is easier to obtain. We may request photographs, proof of value and a description of the circumstances in which the issue was discovered. All claims for loss or damage are considered in line with our terms, conditions and any applicable insurance arrangements in place at the time of your service.

Confidentiality and Data Protection

All complaints are handled in confidence and only shared with those who need to know to investigate and resolve the matter. Any personal information you provide will be used solely for managing your complaint and for improving our services, in accordance with our data protection responsibilities. We will retain records of complaints and their outcomes for an appropriate period to monitor service quality and identify areas for improvement.

Continuous Improvement

Man with Van Putney values feedback, both positive and negative. Complaints are an important part of our quality control and help us develop better processes for local and longer-distance removals. We review complaint patterns regularly to identify recurring issues, update staff training and refine our planning, scheduling and communication. By following this complaints procedure, we aim to maintain high standards of service and earn your confidence whenever you choose our man and van or removal services.

Contacting Us About a Complaint

If you wish to raise a concern or make a complaint about any aspect of our service, please contact us using our usual contact details. Clearly state that you are making a complaint so that we can ensure it is handled under this procedure. We are committed to dealing with every complaint fairly, courteously and as quickly as possible.