Complaints Procedure for Man with Van Abbey Wood
Man with Van Abbey Wood is committed to providing a reliable, professional removals and man and van service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise concerns, how we will handle your complaint, and what you can expect from us throughout the process.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear, accessible route for customers to tell us when they are unhappy with any aspect of our service, including local and longer distance moves, packing, loading, unloading, or related support. It helps us to put things right where possible, learn from feedback, and continually improve the service we offer.
What Is a Complaint
A complaint is any expression of dissatisfaction about the standard of service you have received from Man with Van Abbey Wood, whether relating to:
Quality of the removals or man and van service provided
Conduct, attitude or behaviour of staff or drivers
Damage to property or possessions during loading, transport, or unloading
Delays, missed appointments, or poor communication
Pricing concerns or unexpected charges
Any aspect of how your booking or move was handled
You do not need to use the word “complaint” for us to treat your concern as one. If you tell us that you are unhappy with our service or that something has gone wrong, we will follow this Complaints Procedure.
How to Make a Complaint
You should raise your complaint as soon as possible after the issue arises so that we can investigate while details are still clear. Please provide as much information as you can, including:
Your full name
The date of your move or booking
The pick up and drop off locations used for the service
A clear description of what went wrong
Any relevant supporting information, such as photos of damage or written notes
Complaints can be made verbally or in writing. If you raise an issue with a driver or member of staff on the day of the move, they will aim to resolve it immediately where possible and will also record the concern so it can be reviewed by management.
Initial Resolution
Many issues can be resolved quickly at the time they occur. If you raise a concern during your move, the driver or team leader will listen carefully, explain what can be done, and try to agree a practical solution with you. This might include adjusting how items are handled, clarifying the work agreed, or addressing a misunderstanding about the service.
If you remain dissatisfied after speaking to the driver or team member, you can ask for the matter to be escalated as a formal complaint to our management team.
Formal Complaint Process
When a complaint is received formally, we will log the details, including dates, locations, and the nature of the issue. We will then follow the stages set out below.
Acknowledgement
We will acknowledge your complaint as soon as reasonably possible. At this stage, we may ask you for further information so that we can fully understand your concerns. Where appropriate, we may also request photographs or other evidence, especially in relation to damage or loss.
Investigation
A designated member of our team will review your complaint. The investigation may include:
Speaking with the driver or staff involved
Reviewing booking details and any written instructions provided by you
Considering route planning, timings, and any unforeseen issues during the move
Inspecting any photographs or evidence you have supplied
We aim to handle all investigations in a fair, objective manner, listening carefully to your version of events and considering the circumstances of the service provided.
Response and Outcome
When our investigation is complete, we will provide you with a clear response setting out:
Our understanding of the complaint
What we have found during the investigation
Any steps we have already taken or will take to put matters right
Any changes we plan to make to improve our removals and man and van services in future
Possible outcomes may include an explanation or apology, taking corrective action on a current job, arranging a remedy where appropriate, or reviewing how we operate to prevent similar issues arising.
Timescales
We aim to resolve complaints as quickly as possible. The time needed will depend on the complexity of the issue, the availability of staff for statements, and the need to gather evidence. Where an investigation is likely to take longer than expected, we will keep you informed of progress and let you know when you can expect a further update.
Escalation if You Are Not Satisfied
If you are unhappy with our final response, you may request that your complaint is reviewed again by a senior member of our team. You should explain why you remain dissatisfied and what outcome you are seeking. We will then reconsider the matter, taking into account any additional information you provide, and issue a further response.
Complaints About Loss or Damage
If your complaint relates to loss of or damage to your belongings during a move, you should notify us as soon as possible. We may ask you for photographs, receipts, or a description of the condition of items before and after the move. We will compare this information with our records of how the items were packed, loaded, secured during transport, and unloaded at your new property.
Please note that any remedy offered will depend on the specific circumstances of the job, the condition of items prior to the move, and the terms that apply to the service you booked.
Our Commitment to Improvement
Every complaint we receive is recorded and reviewed so that we can identify trends and areas where our services could be improved. This may involve updating staff training, changing how we plan routes or schedule bookings, reviewing how we protect items in transit, or improving our communication with customers before and during a move.
By following this Complaints Procedure, Man with Van Abbey Wood aims to treat every customer fairly and consistently while providing a dependable removals and man and van service across our operating area.
