Man with Van Burnt Oak Complaints Procedure

Man with Van Burnt Oak is committed to providing a reliable, professional removal and transport service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure sets out how you can raise a concern about our service, how we will respond, and what you can expect from us during the process.

Our Commitment to Resolving Complaints

We aim to handle all complaints fairly, consistently and as quickly as reasonably possible. Every complaint is treated seriously and is used as an opportunity to review and improve our home and office removal services. We will always seek to resolve issues informally in the first instance, but where this is not possible we will follow the formal process outlined below.

What This Procedure Covers

This procedure applies to complaints about the services provided by Man with Van Burnt Oak, including but not limited to house removals, flat moves, office relocations, furniture transport, and related loading, unloading or packing assistance. It is designed for customers who have booked and used our services and wish to raise a concern about any aspect of their experience.

Raising an Initial Concern

If you are unhappy with any part of our service, we encourage you to raise the issue as soon as possible. Where practical, speak directly to the driver or team leader on the day of the move so that they have the chance to resolve the problem immediately. Many concerns can be addressed quickly on-site, such as clarifying instructions, adjusting the way items are handled, or reviewing timings.

If the matter cannot be resolved at the time, or you prefer not to discuss it with the crew, you can contact our office to explain your concern. At this stage, we will seek to understand the issue fully and try to reach an informal resolution that is acceptable to you.

Making a Formal Complaint

If you remain dissatisfied after the initial discussion, or if the issue is more serious, you may make a formal complaint. When submitting a formal complaint, please provide as much detail as possible, including:

The date of your move or service, the pickup and delivery locations, a clear description of what went wrong, any relevant times, names of staff involved if known, and any loss, damage or inconvenience suffered.

Providing full details helps us investigate your complaint thoroughly and respond more effectively.

How We Will Handle Your Complaint

Once we receive your formal complaint, we will log it in our internal records and begin an investigation. We will normally acknowledge receipt of your complaint and confirm that it is being reviewed. A member of our team will then gather information which may include:

Speaking to the driver and any crew members who worked on your move, reviewing job notes, booking details and any photographs or written records, considering the terms and conditions that applied to your booking, and assessing whether our usual procedures were followed.

Our aim is to reach a clear understanding of what happened and whether our service met the standards we expect.

Timeframes for Response

We strive to provide a full response to your complaint within a reasonable timeframe. In most cases, we will aim to complete our investigation and issue a written or verbal outcome within 14 working days of receiving your formal complaint. If, for any reason, more time is required, we will seek to update you and explain the reason for the delay.

Outcome and Possible Resolutions

After reviewing your complaint, we will inform you of the outcome and the reasons for our decision. Where appropriate, we may offer one or more of the following forms of resolution:

An apology and explanation of what went wrong, corrective action to complete or rectify part of the service where practical, a gesture of goodwill where we consider it appropriate, or changes to our internal procedures or staff training to help prevent a similar issue in future.

Any resolution offered will depend on the specific circumstances of your complaint, the evidence available, and the terms under which the service was provided.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you may ask for it to be reviewed. In this case, a more senior member of our team will examine the original complaint, the steps taken to investigate it, and the decision reached. They may request additional information from you or from our staff to ensure that the complaint has been handled fairly and thoroughly.

Following this review, we will confirm our final position and explain our reasoning. This will normally conclude our internal complaints process.

Complaints Relating to Loss or Damage

If your complaint relates to loss of or damage to your items, we ask that you report this as soon as reasonably possible after the service. You may be asked to provide photographs, a description of the items, and any supporting information that can help us assess the situation. We will review these details alongside our records of how the move was carried out.

Any potential remedies or contributions towards repair or replacement will be considered in line with our terms and conditions and any applicable limitations or exclusions that formed part of your booking.

Using Complaints to Improve Our Service

We value feedback from customers across all areas where we provide moving and man and van services. Complaints are an important way for us to identify patterns, make changes, and improve the overall quality and reliability of our work. Information from complaints may be used in staff training, updates to procedures, and improvements to communication with customers before and during a move.

Confidentiality and Data Protection

All complaints are handled with appropriate confidentiality. Information that you provide will only be shared with those who need it to investigate and respond to your complaint or to improve our services. Any personal data will be handled in line with our data protection responsibilities and retained only for as long as necessary for these purposes.

Review of This Complaints Procedure

Man with Van Burnt Oak may review and update this Complaints Procedure from time to time to reflect changes in our services, customer expectations or relevant guidance. The version in force at the time you raise your complaint will apply to the handling of that complaint.

We appreciate you taking the time to let us know when something has not met your expectations. Your feedback helps us maintain and improve the standards of our man and van and removal services.