Complaints Procedure for Man with Van Thornton Heath

Man with Van Thornton Heath is committed to providing a reliable and professional removals and man and van service. We recognise that, on occasion, things may not go as planned. This complaints procedure sets out how you can raise a concern, how we will handle it, and what you can expect from us during the process.

Our Commitment to You

We aim to deliver a smooth, efficient moving experience for customers across our service area. When you tell us something has gone wrong, we view it as an opportunity to put things right and to improve the way we work. Every complaint is treated seriously, handled confidentially, and reviewed fairly.

We will always aim to:

Listen carefully to your concerns, acknowledge your complaint promptly, investigate the matter thoroughly and impartially, provide a clear explanation of our findings, and offer an appropriate resolution where we are at fault.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether it relates to a moving job, loading and unloading, packing assistance, punctuality, conduct of staff, vehicle condition, pricing and charges, communication before or after a move, or how a previous concern was handled.

If something about our man and van or removal service has not met your expectations, we encourage you to raise it with us as soon as possible.

Raising an Informal Concern

Many issues can be resolved quickly and informally. If you are unhappy during or immediately after your move, please speak to the team member in charge on the day. They will do their best to address the issue straight away, such as adjusting how items are handled, clarifying agreed services, or reviewing the work completed.

If the concern cannot be resolved informally, or you remain dissatisfied, you can make a formal complaint using the process outlined below.

How to Make a Formal Complaint

Please submit your complaint in writing. Written complaints help ensure that we fully understand the details and can investigate accurately. When making a complaint, include your full name, your address, the date of the service, a clear description of what went wrong, any relevant details such as inventory notes or timings, and what outcome you are seeking, for example an explanation, apology, rectification, or financial consideration.

Providing as much information as possible at the outset helps us investigate your complaint promptly and thoroughly.

Time Limits for Raising Complaints

We ask that you raise any complaints as soon as reasonably possible after the service. Issues relating to service quality, conduct, or timing should normally be reported within 14 days of the move. Concerns about loss or damage to items should be reported as soon as they are discovered so that we can review job records, photographs, and any relevant documentation.

We may still consider complaints raised outside these timeframes, but our ability to investigate fully may be reduced.

Acknowledging Your Complaint

Once we receive your formal complaint in writing, we will acknowledge it within a reasonable timeframe. The acknowledgement will confirm that we have received your complaint, explain the next steps, and provide an estimated timescale for a full response.

How We Investigate Complaints

Your complaint will be reviewed by a person with appropriate responsibility who was not directly involved in the issue where possible. Our investigation may include reviewing the booking details and terms agreed, checking job sheets and any inventory records, speaking with the removal team involved, reviewing photographs or other evidence where available, and considering any relevant policies or procedures.

We are committed to carrying out investigations fairly and objectively, giving proper consideration to both your account and the information provided by our staff.

Our Response and Possible Outcomes

After the investigation is complete, we will provide you with a written response. This will normally include a summary of your complaint, an outline of the steps we took to investigate, our findings, and any actions we propose to take.

Possible outcomes may include an explanation or clarification where there has been a misunderstanding, an apology where our service has fallen short, remedial action such as correcting incomplete work where feasible, review and improvement of our internal processes, and where appropriate and in line with our terms and conditions, a financial gesture or contribution.

Timescales for Resolution

We aim to provide a final response within a reasonable period from the date we acknowledge your complaint. If the matter is complex or requires more in-depth investigation, we will keep you informed of progress and let you know if we need additional time or information from you.

If You Are Not Satisfied with the Outcome

If you are not satisfied with our final response, you may write to us again, explaining which aspects of the decision you disagree with and providing any additional information you consider relevant. We will review your concerns, and where appropriate, a more senior person will consider whether the complaint has been handled in line with this procedure.

While we cannot guarantee that our decision will change, we are committed to ensuring that every complaint is handled fairly and transparently.

Recording and Using Complaint Information

We keep a record of complaints received, the issues raised, and how they were resolved. This information is used to monitor our performance, identify recurring problems, and improve our removal services across the areas we serve.

Personal information provided as part of a complaint will be handled in line with applicable data protection requirements and used only for the purposes of investigating and responding to your concerns, and for internal monitoring and improvement.

Continuous Improvement

Feedback from customers, including complaints, is essential to maintaining a reliable and professional man and van service. By following this complaints procedure, we aim to ensure that every concern is treated as a chance to enhance the service we deliver to households and businesses planning a move.

If you have any questions about this complaints procedure or how it applies to your situation, please raise them when you contact us so we can provide further clarification.