Complaints Procedure

Man with Van Acton Complaints Procedure

This complaints procedure explains how Man with Van Acton manages concerns and complaints about our man and van and removal services. Our aim is to resolve issues promptly, fairly, and transparently, and to use feedback to improve how we operate.

1. Purpose of this complaints procedure

The purpose of this procedure is to give all customers a clear and simple way to tell us when something has gone wrong. It explains what we define as a complaint, how to raise it, how we will respond, and the steps we will take to put matters right where appropriate.

A complaint is any expression of dissatisfaction about our services, staff, vehicles, charges, communication, or the way we have handled a previous issue, where a response or resolution is explicitly or implicitly expected.

2. When to use this procedure

You should use this complaints procedure if you believe that:

• The service you received from Man with Van Acton fell below your reasonable expectations.
• There has been damage, loss, delay, or another problem linked to your move or collection.
• Our staff have behaved in an unprofessional or discourteous manner.
• Our communication, paperwork, arrival times, or costs were unclear or not as agreed.

This procedure is not intended for initial booking enquiries, quote requests, or routine questions about our services. It is specifically for raising concerns where you feel something has gone wrong.

3. How to make a complaint

You can make a complaint in writing or verbally. Written complaints should set out clearly what happened, when it happened, which service or booking it relates to, and what outcome you are seeking. The more detail you provide, the easier it is for us to investigate thoroughly.

If you are raising your concern verbally, we may ask you to confirm key details in writing so that there is a clear record of the issue. This helps avoid misunderstandings and ensures all points are properly addressed.

Where possible, please raise your complaint as soon as you become aware of a problem. Prompt notification allows us to gather accurate information from our team and, where relevant, inspect any items or locations involved in your move.

4. Information we need from you

To help us investigate your complaint efficiently, please provide:

• Your full name and the address where the service took place.
• The date of your booking and the date the service was carried out.
• A description of what went wrong, including times and any conversations you recall.
• Details of any damage, loss, or delays, including photographs if available.
• Any reference number, invoice number, or written quote linked to your booking.
• What you would like us to do to put things right, if you have a preferred resolution.

5. Our approach to handling complaints

We are committed to dealing with all complaints fairly, consistently, and promptly. We aim to acknowledge receipt of your complaint within a reasonable timeframe and to keep you informed about the progress of our investigation.

An investigation will normally include reviewing your booking and job records, speaking with the staff involved, examining any relevant photographs or documentation, and considering our standard terms and conditions and internal policies.

We will assess the facts objectively and will not treat you less favourably because you have raised a concern. All complaints are handled respectfully and confidentially, and only shared with team members who need the information to investigate and respond.

6. Timeframes for response

We aim to provide a full written response to your complaint as soon as reasonably possible after acknowledging it. If our investigation is likely to take longer than usual, for example due to the complexity of the issue or the need for additional information, we will let you know and give an indication of when you can expect a further update or final response.

Where damage, loss, or access issues are involved, we may need to make arrangements to inspect items or property, or request additional evidence. This can extend the overall timeframe, but helps ensure a fair and accurate outcome.

7. Possible outcomes and resolutions

After completing our investigation, we will explain our findings, including whether we uphold your complaint in full, in part, or not at all. Where appropriate, we may offer one or more of the following:

• An explanation of what went wrong and why it happened.
• An apology for any inconvenience or distress caused.
• Practical steps to put things right where possible.
• A goodwill gesture where we consider this appropriate.
• Information about any changes we will make to prevent similar issues.

Any offer of compensation or reimbursement will be considered in line with our terms and conditions, the scope of work agreed, and the evidence available.

8. Escalating your complaint

If you are not satisfied with the initial response to your complaint, you may request that it is reviewed. When asking for a review, please explain why you disagree with the outcome and highlight any information you believe has not been considered.

We will then arrange for your complaint and the original investigation to be looked at again, usually by a more senior person who was not directly involved in handling the first response. We will inform you of the result of this review and explain the reasons for the decision.

9. Learning from complaints

Man with Van Acton treats all complaints as an opportunity to improve our man and van and removal services. We regularly review the concerns raised by customers to identify patterns, training needs, or operational changes that could reduce the likelihood of future issues.

Feedback about punctuality, communication, vehicle standards, handling of items, and conduct of staff is particularly valuable in helping us maintain and enhance service levels for customers across our service area.

10. Updates to this procedure

We may update this complaints procedure from time to time to reflect changes in our services, internal processes, or legal and regulatory requirements. The version published on our legal and policy pages will always be the most current and will apply to new complaints from the date it is posted.

If you have any questions about this procedure or would like help in raising a complaint, please let us know. We are committed to ensuring that all customers can access and use this process easily and without unnecessary barriers.