Complaints Procedure
Complaints Procedure for Man with Van Creekmouth
Man with Van Creekmouth aims to provide a reliable, careful and professional removals and man and van service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Our Commitment to You
We are committed to handling all complaints fairly, promptly and respectfully. Our goals are to understand what has gone wrong, to put things right where possible, and to learn from issues so that we can improve our removal services in the future.
You will never be charged for making a complaint. Your feedback, whether positive or negative, helps us maintain and improve the quality of our moving and transport services.
What This Procedure Covers
This complaints procedure applies to all customers who use Man with Van Creekmouth for removals, man and van, packing assistance, or related transport services. You can use this procedure to raise concerns about:
Damage to goods or property during a move, delays or missed appointments, conduct or behaviour of our staff or drivers, quality or standard of our removal services, handling of your booking or payment, and any other aspect of the service you feel fell below reasonable expectations.
This procedure does not cover general enquiries, new bookings or routine service requests. Those should be raised through our usual contact channels.
Making a Complaint
You may make a complaint verbally or in writing. We encourage you to raise any concern as soon as possible after the event, while details are still clear. This helps us investigate more effectively.
When submitting your complaint, please provide the following information where possible:
Your full name and the name on the booking, the date of your move or service, the collection and delivery locations, a clear description of what went wrong, the names of any staff involved, if known, and any supporting information such as photos of damage, inventory lists or written notes.
Providing clear and detailed information allows us to review your complaint thoroughly and respond appropriately.
Stage One: Initial Review and Acknowledgement
Once we receive your complaint, we will log it and carry out an initial review. We aim to acknowledge your complaint within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint, explain who will be dealing with it, and give an estimated timescale for our investigation and response.
At this stage, we may contact you to clarify details or request further information, such as photographs of any alleged damage or copies of correspondence. This helps ensure our understanding of the situation is accurate.
Stage Two: Investigation
Your complaint will be investigated by a person with appropriate responsibility and experience, who was not directly involved in the issue wherever possible. The investigation may include:
Reviewing your booking details, terms and conditions and any notes made by the driver or team on the day, speaking with the staff who undertook your move or handled your enquiry, assessing any photographic evidence or damage reports, considering the condition of items before and after the move where this information is available, and reviewing relevant policies or procedures to see whether they were followed.
We aim to complete this investigation and provide a substantive response within a reasonable period. If for any reason we need longer, we will let you know and explain why.
Stage Three: Our Response
After the investigation is completed, we will write to you with our findings and outcome. Our response will normally include:
A summary of your complaint and the issues you raised, an explanation of what we have investigated and what we found, our decision on whether your complaint is upheld in full, in part, or not upheld, and details of any proposed remedy or next steps.
Possible outcomes could include an apology and explanation, practical steps to put the situation right where possible, guidance or additional training for staff, or other appropriate remedies in line with our terms and conditions and any applicable limits of liability.
If You Remain Dissatisfied
If you are not satisfied with our response, you may ask for your complaint to be reviewed again. When doing so, please explain which parts of our decision you disagree with and why, and provide any additional information you feel is relevant.
A more senior representative will then reconsider your complaint, along with our earlier response and any new information you have provided. We will then write to you with our final position.
Time Limits for Complaints
We recommend that complaints relating to damage, loss or service quality are raised as soon as possible and usually within a short period after your move. This makes it easier to verify the facts, check vehicle logs and speak to staff while events are still recent.
Where complaints are made significantly later, it may be harder for us to obtain accurate information or evidence. In such cases, we will still review the complaint but our ability to reach a clear conclusion may be limited.
Customer Responsibilities
To help us resolve complaints efficiently, we ask that you:
Provide accurate information about your booking and the issue you are complaining about, keep any relevant documents, photographs or receipts, respond to our questions promptly and calmly, allow us reasonable time to investigate, and treat our staff with respect throughout the process.
We retain the right to end communication if a customer behaves abusively or makes unreasonable demands, while still assessing the substance of the complaint where possible.
Learning and Service Improvement
We treat complaints as an opportunity to improve our moving and man and van services. Where we identify recurring issues or patterns, we may review our procedures, staff training, equipment, packing methods or scheduling processes to reduce the chance of similar problems happening again.
By following this complaints procedure, Man with Van Creekmouth aims to resolve individual concerns fairly while continually raising our standards of care and professionalism for all customers who rely on us for removals and transport.
