Complaints Procedure for Man With a Van Northwood

This complaints procedure explains how customers of Man With a Van Northwood can raise concerns about our services, and how we will respond. It applies to all moving and removal services we provide, including local moves, long distance moves, single-item collections, and small removals. Our aim is to resolve any problems fairly, promptly, and transparently.

1. Our Commitment to Customer Care

We aim to provide a reliable, careful, and professional removal service. If we fall short of your expectations, we want to know so we can put things right and improve our service. All complaints are taken seriously and handled in a confidential and respectful manner.

We will always try to resolve issues informally in the first instance. Where this is not possible, or if you prefer a more formal approach, the procedure set out below will apply.

2. What This Procedure Covers

This complaints procedure covers concerns or dissatisfaction about:

Service delivery, including punctuality, conduct of our staff, handling of goods, loading and unloading, or completion of agreed work.

Damage to property or belongings, including claims relating to loss or damage during collection, transport, or delivery.

Administrative matters, including booking errors, paperwork, invoicing, and charges.

Communication issues, such as unclear information, missed messages, or delays in responding.

If your concern relates to a matter that falls outside our control, we will explain what we can and cannot do and, where possible, help you identify the appropriate organisation to contact.

3. How to Make a Complaint

You can raise a complaint in writing. Written complaints should clearly state:

Your full name and the address where the service took place.

The date of the move or service.

A clear description of what went wrong and when it happened.

Any relevant reference or booking numbers, if available.

What outcome you are seeking, for example an explanation, an apology, or a review of charges.

Where possible, please include any supporting information such as photographs of damage, inventory lists, or copies of quotes or invoices. Providing clear and detailed information at the outset helps us investigate more efficiently.

4. Time Limits for Making a Complaint

To help us investigate effectively, we ask that you raise any complaints as soon as reasonably possible after the issue occurs.

For service issues, including conduct and timekeeping, complaints should normally be raised within 14 days of the service date.

For loss or damage to property or belongings, complaints should normally be raised within 7 days of the service date, or within 7 days of you becoming aware of the issue where it was not immediately apparent.

If you are unable to meet these time limits for a good reason, we may still consider your complaint, but our ability to investigate may be reduced.

5. How We Will Handle Your Complaint

Stage 1: Acknowledgement

We will acknowledge your complaint in writing. The acknowledgement will confirm that we have received your complaint and outline the next steps and expected timescales.

Stage 2: Investigation

Your complaint will be reviewed by a person with responsibility for customer service who was not directly involved in the matter complained about, where possible. We may contact you to request further information or clarification to ensure we fully understand your concerns.

We may also review booking records, job sheets, photographs, and any statements from staff involved in providing your removal service.

Stage 3: Response

Once the investigation is complete, we will send you a written response. This will usually include:

A summary of your complaint and the issues considered.

Details of the investigation carried out.

Our findings and any conclusions reached.

Any actions we propose to take to resolve the matter, which may include an apology, an explanation, corrective work, or other appropriate steps.

6. Timescales for Response

We aim to handle complaints as quickly as reasonably possible while ensuring a thorough review.

We will acknowledge your complaint within a reasonable period of receiving it.

We aim to provide a full written response within 28 days of acknowledgement. If we cannot do so, we will inform you of the reason for the delay and provide an updated timescale.

In more complex cases, for example where damage assessments or third party information are required, the investigation may take longer. In such cases, we will keep you updated on progress.

7. Outcomes and Remedies

Where your complaint is upheld, we will consider appropriate remedies, which may include:

An explanation of what went wrong and why.

A formal apology.

Corrective action, such as revisiting your property to complete agreed work where practical and appropriate.

A review of charges, which may include a partial or full refund where justified.

Any other reasonable steps to address the impact of the issue within the scope of our service and terms of business.

Any settlement relating to loss or damage to goods will be considered in line with our terms and conditions and any applicable limitations of liability.

8. If You Remain Dissatisfied

If you feel that your complaint has not been resolved to your satisfaction after our final response, you may request a review. In your request, please explain why you remain dissatisfied and what you believe has not been properly addressed.

The review will normally be carried out by a senior member of our team who was not involved in the earlier stages of the complaint. They will consider whether the complaint was handled fairly, whether the conclusions reached were reasonable, and whether any further action is appropriate.

9. Recording and Using Complaint Information

We keep records of complaints, investigations, and outcomes. This information helps us monitor performance, identify recurring issues, and improve the quality of our removal services. Personal information contained within complaint records is handled in line with our data protection practices and is kept only for as long as necessary.

10. Review of This Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair, and effective. We may update it from time to time to reflect changes in our services, operating practices, or relevant legal requirements.

By setting out this procedure, Man With a Van Northwood aims to give all customers confidence that any concerns about our moving and removal services will be treated with care, respect, and professionalism.