Complaints Procedure
Man with Van Pimlico Formal Complaints Procedure
This Complaints Procedure explains how Man with Van Pimlico handles concerns and complaints about our removals and man and van services. Our aim is to resolve issues fairly, efficiently, and consistently, while using feedback to improve the experience of all customers.
This procedure applies to all customers who use our moving, transport, and related services, including domestic and office moves, collection and delivery, and short-distance relocation work.
Our Commitment to Customers
We are committed to providing a reliable and professional removal service. If something goes wrong, we want to know about it so we can put it right where possible and prevent similar issues in future.
When you make a complaint, we will:
Listen carefully to your concerns and treat you with respect and courtesy.
Acknowledge and record your complaint promptly.
Investigate the matter fairly and objectively.
Provide a clear explanation of our findings and any action we will take.
Use the information to improve our services, systems, and staff training.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, vehicles, conduct on site, or the handling of your booking, move, or delivery, where you expect a response or resolution.
Examples include, but are not limited to:
Concerns about punctuality or reliability of our man and van service.
Issues with the handling, loading, unloading, or transport of items.
Disputes about charges, invoices, or quoted prices.
Concerns about staff behaviour, communication, or professionalism.
Problems with how previous queries or concerns have been handled.
How to Make a Complaint
You can make a complaint in the way that is most convenient for you. You may raise it verbally with a member of our team or in writing. Written complaints help us understand the details clearly and create a more accurate record.
When making a complaint, please provide the following information so we can investigate effectively:
Your full name and, if applicable, the name under which the booking was made.
The date of your move or service and the relevant addresses.
A clear description of what went wrong and when it happened.
Details of any conversations already held with our staff about the issue.
What outcome or resolution you are seeking, if you have a preference.
If you raise a complaint on the day of the move, please speak to the team leader on site where possible. They may be able to resolve the matter immediately or reduce the impact of any problem.
Timescales for Raising a Complaint
We ask that you raise any complaint as soon as reasonably possible after the event. This helps ensure that details are fresh in mind and that relevant evidence, such as photos or job notes, is still available.
If your complaint relates to loss or damage to property, you should notify us as quickly as you can once you become aware of the issue. Where photographs or other supporting evidence are available, these will assist our investigation.
How We Handle Your Complaint
Once we receive your complaint, the following process will apply:
Acknowledgement. We will acknowledge your complaint as soon as reasonably practicable. If further information is required to understand the issue, we may contact you to clarify the details.
Investigation. A member of our management team will review your complaint. This may include speaking to the staff involved, reviewing job records, schedules, and any photographs or other evidence, and, where relevant, considering our terms and conditions and service standards.
Outcome. After the investigation, we will explain our findings to you in clear and plain language. Where appropriate, we will outline any steps we have taken or propose to take to resolve the issue.
Timescale. We aim to provide a full response within a reasonable time from the date we receive all relevant information. Complex matters may take longer; if this is the case, we will keep you informed of progress.
Possible Outcomes and Remedies
Depending on the circumstances, possible outcomes may include:
An apology and explanation of what went wrong.
Practical steps to remedy the situation where possible.
A review of our procedures, training, or operational practices.
Where appropriate and in line with our terms and conditions, consideration of a goodwill gesture or other form of remedy.
Any remedy offered will take into account the nature of the complaint, the evidence available, and any contractual terms that apply to the service provided.
Escalating Your Complaint
If you are not satisfied with the response to your complaint, you may request that it is reviewed by a more senior member of our management team, who was not involved in the original handling of the matter.
When requesting an escalation, please explain why you are unhappy with the initial response and what further outcome you are seeking. We will then reassess the information, consider any new details you provide, and issue a final response.
Respectful Communication
We understand that moving can be stressful and that problems can cause frustration. We will always aim to deal with you courteously and respectfully, and we ask that you treat our staff in the same way.
We may limit or end communication where behaviour is abusive, threatening, or unreasonable. In such cases, we will explain our decision and may restrict future contact to specific channels.
Using Complaints to Improve Our Service
Every complaint is reviewed to identify ways we can improve our removals and man and van services. This may include additional staff training, revising procedures for handling property, updating booking processes, or adjusting scheduling and route planning.
By following this Complaints Procedure, we aim to ensure that issues are addressed fairly and that customers across our service area benefit from a consistent and professional standard of care.
