Complaints Procedure

Complaints Procedure for Man with Van Queensbury

Man with Van Queensbury is committed to providing a reliable and professional removal service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise any concerns about our services, what you can expect from us when you do, and how we work to resolve issues fairly and promptly.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear and transparent process for customers who are dissatisfied with any aspect of our man and van or removal services. It ensures that:

We listen to your concerns and take them seriously. We investigate complaints in a fair and timely manner. We aim to put things right where possible and learn from any mistakes to improve our service.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the standard of our service, the conduct of our staff, or the way we have handled a previous request or enquiry. Examples may include:

Concerns about delays, missed time slots, or late arrivals. Issues with how items were handled, loaded, transported, or unloaded. Disagreements about charges, quotations, or changes to bookings. Dissatisfaction with communication before, during, or after your move. Any perception that we have not met the terms agreed for your removal or moving service.

You do not need to use the word complaint for it to be treated as one. If you tell us you are unhappy with our service and would like it to be investigated, this procedure will apply.

How to Make a Complaint

You can raise a complaint verbally or in writing, whichever is more convenient for you. To help us understand and resolve your complaint quickly, please provide the following information where possible:

Your full name and any reference or booking details you have. The date of your move or removal service. A clear description of what went wrong and when it happened. Details of any conversations you have already had with our team about the issue. What you would consider a fair resolution, if you have a preferred outcome.

We encourage you to contact us as soon as possible after the issue arises. This helps us investigate while details are still fresh and any evidence, such as notes or photographs, is easier to review.

Our Initial Response

Once we receive your complaint, we will acknowledge it and begin an initial review. Where the matter is straightforward, we may be able to resolve it immediately or within a short period. If the issue is more complex or requires further investigation, we will let you know and explain the next steps.

During this stage we may contact you to request additional information, clarify details, or ask for any supporting evidence you may have. This can help us understand exactly what happened and make sure we respond appropriately.

Investigation Process

When a more detailed investigation is required, a member of our management team or a designated complaints handler will review your case. This may include:

Checking your booking details, inventory, and any agreed terms. Speaking with the driver or team members involved in your removal. Reviewing any messages, notes, or records relating to your move. Assessing any photographs or other evidence provided by you or our staff.

We aim to complete investigations promptly, keeping you informed of progress if it is likely to take longer than usual. Our goal is to provide a clear and reasoned response, rather than a rushed answer.

Our Decision and Outcome

Once the investigation is complete, we will explain our findings and the outcome. This may include:

A summary of what we understand to have happened. Whether we believe the complaint is upheld, partially upheld, or not upheld. Any steps we will take to put matters right where appropriate. Any actions we plan to take to prevent similar issues in the future.

Where an error or service shortfall has occurred on our part, we will consider suitable remedies. These may vary depending on the situation and the terms of our service, but could include practical solutions, corrective actions, or other forms of redress where appropriate.

If You Are Still Unhappy

If you are not satisfied with the outcome of your complaint, you may ask for a further review. In this case, a different member of our management team may re-examine your complaint, the evidence, and the decision already made. They will consider whether the process was fair, whether all relevant information was taken into account, and whether the outcome was reasonable in the circumstances.

After this review, we will provide you with a final response. This will set out our position clearly, including any further steps we are willing to take or, if appropriate, why we are unable to agree to the outcome you are seeking.

Time Limits for Complaints

We encourage customers to raise complaints as soon as reasonably possible after the event. Prompt complaints help ensure that records are accurate and that we can investigate effectively. Where a significant amount of time has passed, it may be more difficult to obtain information or recall specific details, which can limit what we are able to do. However, we will always do our best to review any concerns you bring to us in good faith.

Our Commitment to Continuous Improvement

Man with Van Queensbury uses feedback and complaints to improve the quality of our removal and moving services. We regularly review complaints to identify patterns, training needs, or changes that could help prevent similar issues from occurring again. By raising your concerns, you help us maintain high standards and a professional service for all customers.

Confidentiality and Data Protection

All complaints are handled with appropriate confidentiality. Information relating to your complaint will be shared only with those who need it to investigate and resolve the matter. We handle all personal information in line with our obligations under relevant data protection requirements.

Summary

We aim to make the process of raising a complaint as straightforward and fair as possible. If you are unhappy with any aspect of our man and van or removal services, please let us know so that we have the opportunity to deal with the issue and improve. Your concerns are important to us, and we are committed to resolving them in a professional and respectful manner.