Complaints Procedure

Complaints Procedure for Man with Van Grange Park

This Complaints Procedure explains how customers of Man with Van Grange Park can raise concerns about our removal and man and van services, and how we will respond. We are committed to providing a reliable, professional service for house moves, flat moves and light commercial removals, and we take all complaints seriously.

Our Commitment to Customers

We aim to deliver a smooth moving experience from initial enquiry through to completion of your move. If something goes wrong, we want to know so that we can put it right where possible and improve our service for the future. All complaints are treated fairly, courteously and in confidence.

What This Procedure Covers

This procedure covers complaints about any aspect of our man and van and removal services, including but not limited to:

Service quality on the day of the move, including timekeeping, handling of goods and conduct of staff. Accuracy of information provided before booking or during quotes. Issues with loading, transport or unloading of belongings. Concerns about charges or clarity of pricing for removal work. Problems with communication or customer service.

This procedure does not cover general enquiries, booking requests or routine feedback that is not a complaint. However, you are always welcome to share suggestions or positive feedback with us.

Raising a Complaint Informally

Where possible, we encourage you to raise concerns informally in the first instance. Many issues can be resolved quickly and amicably when they are brought to our attention promptly.

If you experience an issue during your move, you can speak directly to the driver or team leader on the day. They will do their best to address the problem immediately where it is practical and safe to do so. If the matter cannot be resolved on site, or if you prefer not to discuss it with the crew, you can contact our office to explain the situation and seek an early resolution.

Making a Formal Complaint

If you are not satisfied with the outcome of an informal discussion, or if you feel the matter is too serious to be dealt with informally, you may submit a formal complaint. Please do so as soon as possible after the event, ideally within 14 days of your move, so that the details are still clear and any investigation can be carried out effectively.

When making a formal complaint, please provide:

Your full name and any reference details you were given at the time of booking. The date and approximate time of your move or interaction. A clear description of what happened, including any relevant dates, locations and the people involved. Details of any damage or loss, with photographs where available. Any steps already taken to resolve the matter informally and the outcome of those discussions. How you would like us to resolve the issue, where possible.

We do not require you to use a specific form, but we ask that your complaint is set out clearly and politely so it can be understood and assessed properly.

How We Handle Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. We will then appoint a person who was not directly involved in the matter to review the details. This helps us approach your complaint fairly and objectively.

Our investigation may include reviewing booking records and job sheets. Speaking with the driver or removal team members involved. Assessing any photographs or evidence you have provided. Considering any relevant terms and conditions that applied to your move. Once the investigation is complete, we will send you a written response setting out our findings and any actions we propose to take.

Timescales for Response

We aim to resolve complaints as quickly as we reasonably can, bearing in mind that some matters are more complex than others. We will usually provide an initial response within 10 working days of receiving your formal complaint. If we need longer to investigate, we will let you know and provide an estimated timescale for a full reply.

Our full response will explain whether your complaint has been upheld in full, upheld in part or not upheld. Where appropriate, we will also explain any steps we have taken or will take to address the issue.

Possible Outcomes and Remedies

Depending on the nature of your complaint and the outcome of our investigation, remedies may include:

A clear explanation or apology where service standards were not met. Practical steps to resolve an outstanding issue where this is feasible. A review of our internal processes or staff training for future improvement. Other reasonable solutions that may be appropriate to the circumstances.

Any remedy offered will be based on the specific facts of the case, our terms and conditions and any applicable legal obligations.

If You Remain Dissatisfied

If you are not satisfied with our final response, you may reply to us explaining why you disagree and providing any further information that you feel is relevant. We will review your comments and consider whether any further action is appropriate. In some cases, we may treat this as an escalation and arrange for another person, not previously involved, to carry out a further review.

You may also seek independent advice about your rights in relation to the removal services you received. This procedure does not affect any legal rights you may have.

Recording and Using Complaint Information

We keep a record of formal complaints, including the nature of the issue and how it was resolved. This helps us identify patterns, improve our man and van and removal services and ensure that we continue to develop better standards for customers in our service area. Information is retained and used in line with our general approach to privacy and data handling.

Review of This Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective for customers using Man with Van Grange Park. We may update it from time to time to reflect changes in our services, operational practices or relevant regulations. The version available on our website will always be the most current.