Complaints Procedure for Man and a Van Bayswater
Man and a Van Bayswater is committed to providing a reliable, professional and courteous removals service. We recognise that, on occasion, things can go wrong. When this happens, we want to know about it and put it right as quickly and fairly as possible. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.
Our Commitment to You
We aim to handle all complaints promptly, transparently and respectfully. We use feedback to improve the way we plan moves, handle belongings, and communicate with customers. Your complaint will be taken seriously and investigated by someone with the appropriate level of responsibility within Man and a Van Bayswater.
What This Procedure Covers
This procedure applies to any complaint related to our man and van and removal services, including home moves, office relocations, item collections and deliveries, packing assistance, and short-distance moves within our usual operating area. It covers issues such as service quality, staff conduct, punctuality, handling of property and belongings, and administrative or booking errors.
Stage 1: Informal Resolution
In many cases, issues can be resolved quickly and informally. If a problem arises during your move or shortly afterwards, please raise it with the team member in charge on the day, or with our office as soon as you become aware of it. Where possible, we will try to resolve the matter immediately or within a short timeframe agreed with you.
Examples of matters that may be resolved informally include minor delays, simple misunderstandings about instructions, or small service concerns that can be corrected on the same day or shortly after the job.
Stage 2: Making a Formal Complaint
If you are not satisfied with the outcome of the informal stage, or if the issue is more serious, you may make a formal complaint. Please set out your concerns in writing so that we have a clear record of the matter. When submitting your complaint, please include:
• Your full name and the address where the service was carried out
• The date of your move or booking
• A clear description of what went wrong and when it happened
• Details of any conversations you have already had with our staff about the issue
• What outcome or resolution you are seeking
We encourage you to send your complaint as soon as possible and within a reasonable time of the incident so that we can investigate while the details are still fresh.
Acknowledgement of Your Complaint
Once we receive your formal complaint, we will acknowledge it in writing. We aim to send this acknowledgement within five working days. The acknowledgement will confirm that we have received your concerns, give you a reference for your complaint, and explain the next steps in the process.
How We Investigate
Your complaint will be assigned to a manager or senior member of staff who has not been directly involved in the matter where possible. The investigation may include:
• Reviewing your booking details, job notes and any relevant documentation
• Speaking to the staff who carried out or managed your move
• Reviewing any photographs or other evidence you provide
• Considering our service terms and internal policies
We aim to complete our investigation and issue a full written response within twenty working days of acknowledging your complaint. If, for any reason, we need more time, we will let you know and explain why there is a delay and when you can expect a full response.
Our Response and Possible Outcomes
After the investigation, we will send you a written response setting out:
• A summary of your complaint
• The steps we took to investigate
• Our findings and decision
• Any actions we will take to put matters right, where appropriate
• Any changes we plan to make to improve our services in future
Depending on the nature of the complaint and our findings, outcomes may include an apology, an explanation, corrective action, staff training, service improvements, or, where applicable, compensation in line with our terms and conditions and any relevant insurance cover.
Stage 3: Escalation
If you are not satisfied with our written response, you may request that your complaint be reviewed at a higher level within Man and a Van Bayswater. To do this, please reply to our response, clearly explaining why you remain dissatisfied and what further resolution you are seeking.
A senior representative will then review both your original complaint and the steps taken so far. We will aim to provide a final response to your escalated complaint within fifteen working days. This review will focus on whether the complaint was handled fairly, whether our decision was reasonable based on the evidence, and whether any further action is appropriate.
Time Limits and Evidence
We ask that complaints are raised as soon as reasonably possible after the event. This helps us investigate more thoroughly, as information, job notes and memories are still recent. Where your complaint involves damage or loss of items, we may ask you for photographs, proof of ownership or value, and any other relevant information to support your claim.
Using Feedback to Improve Our Service
All complaints and significant service issues are recorded and reviewed periodically. We use this information to identify patterns, provide staff training, and improve the way we plan and deliver moves across our service area. By following this procedure, you help us maintain and raise the standard of our man and van and removal services for all customers.
Confidentiality and Data Protection
Information you provide as part of a complaint will be handled sensitively and kept as confidential as possible. It will be shared only with those who need to know in order to investigate and respond, and will be stored and processed in line with our data protection responsibilities.
Review of This Procedure
This complaints procedure is reviewed regularly to ensure it remains clear, fair and effective for customers using Man and a Van Bayswater. We may update it from time to time to reflect changes in our services, internal processes or legal requirements.
