Complaints Procedure for Man With a Van Camden Town

Man With a Van Camden Town is committed to providing reliable, professional and friendly removals and man and van services. If something goes wrong, we want to know about it so we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.

1. Purpose and Scope of this Procedure

This Complaints Procedure applies to all customers who use our moving, man and van, or related services. It covers issues such as service quality, conduct of staff or contractors, damage to property or possessions, punctuality, communication, and billing or quotation concerns.

This procedure is designed to ensure that complaints are handled fairly, consistently and promptly. It does not affect your statutory rights.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether verbal or written, where you would like us to review what happened and, where appropriate, provide an explanation, apology, or corrective action.

Examples of complaints include, but are not limited to:

• Items believed to have been damaged or lost during a move
• Delays in collection or delivery of goods
• Behaviour or professionalism of our drivers, movers or support staff
• Disagreement with charges, invoices or quotations
• Failure to follow agreed instructions for handling or transporting your belongings

3. How to Raise a Complaint

You can raise a complaint in writing or by speaking to us. Written complaints help us investigate more effectively, as we have a clear record of your concerns and all relevant details.

When you submit a complaint, please provide the following information so we can deal with it efficiently:

• Your full name
• The date and location of the service
• A clear description of what went wrong
• Any relevant job reference or booking details
• Details of any loss or damage, including photographs where available
• What outcome you are seeking, such as an explanation, remedy or compensation

4. Time Limits for Making a Complaint

To allow a fair and thorough investigation, we ask that you raise any complaint as soon as reasonably possible after the service has been provided.

Where your complaint relates to loss or damage to items, we request that you notify us within a reasonable period from the date of the move or delivery, so we can check relevant records and information while they are still readily available.

5. Our Complaints Handling Stages

We aim to resolve most complaints informally and quickly. However, if your complaint cannot be resolved at the first point of contact, it will follow the stages below.

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log it and arrange for an appropriate member of our team to review it. We will acknowledge your complaint within a reasonable timeframe and confirm that an investigation is underway.

Stage 2: Investigation

The person handling your complaint will investigate the circumstances of the issue you have raised. This may include speaking to the staff involved, reviewing job notes and schedules, checking any photos or documents you have provided, and assessing our own policies and procedures.

In some cases, we may need to contact you to clarify details or request additional information to complete the investigation properly.

Stage 3: Response and Outcome

After completing our investigation, we will provide you with a response setting out:

• A summary of the complaint
• The steps we took to investigate
• Our findings and conclusions
• Any proposed remedy, such as an apology, correction of an error, practical solution, or where appropriate, a goodwill gesture or compensation

We aim to resolve complaints as promptly as reasonably possible. More complex issues, particularly those involving damage or loss assessments, may take longer, but we will keep you informed of progress.

6. Remedies and Compensation

Where we identify that we are at fault, we will consider what action is appropriate in the circumstances. This may include:

• Providing a clear explanation and apology
• Correcting mistakes or completing any outstanding agreed work
• Offering a partial or full refund where justified
• Considering compensation for proven loss or damage, in line with our terms and conditions and any applicable limitations of liability

Any compensation or refund will be assessed on a case-by-case basis and in accordance with our service agreement and relevant law.

7. If You Are Not Satisfied with Our Response

If you are unhappy with the outcome of your complaint at the conclusion of our investigation, you may ask for a further review. You should explain why you are dissatisfied and provide any additional information you believe has not been taken into account.

We will arrange for your complaint and our initial decision to be reviewed, where possible, by a different senior member of the team who was not involved in the first investigation. After this review, we will provide you with a final response.

8. Our Commitment to Continuous Improvement

We use information from complaints to help us improve how we deliver removals and man and van services. This may include additional staff training, updated procedures for handling goods, improved scheduling and communication, or changes to our terms and information provided at booking.

By raising a concern, you help us to identify areas where we can do better. We value all feedback and treat complaints as an opportunity to enhance our service for customers throughout our operating area.

9. Privacy and Data Protection

Any personal information you provide when making a complaint will be handled in line with our privacy practices and applicable data protection law. We will use your information only for the purposes of investigating and resolving your complaint, improving our services, and meeting any legal or regulatory obligations.

Your information will be kept secure and will not be shared with third parties except where required by law or where necessary to process your complaint, such as with insurers or relevant contractors.

10. Further Information

If you have any questions about this Complaints Procedure or would like assistance in raising a complaint, please contact us using your usual communication method with Man With a Van Camden Town. We will be happy to explain the process and support you in setting out your concerns clearly.

This Complaints Procedure is reviewed periodically to ensure it remains accurate, fair and effective for our customers.