Complaints Procedure for Man with Van Highams Park

Man with Van Highams Park is committed to providing a reliable and professional man and van and removal 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 handle it, and what you can expect from us at each stage.

Our Commitment to You

We aim to deliver services that meet or exceed your expectations on every move, whether it is a small local collection or a full household removal. When a customer tells us that something has gone wrong, we treat it as an opportunity to investigate, put things right where we can, and improve our service for the future.

We will always aim to:

Respond in a timely and courteous manner, listen carefully to your concerns, investigate issues fairly and impartially, keep you informed throughout the process and provide a clear outcome and explanation.

What Counts as a Complaint

A complaint is any expression of dissatisfaction from a customer about our services, whether justified or not, where a response is expected or required. This may relate to:

The quality of our removal or man and van service on the day, punctuality, handling of goods and property, conduct, attitude or behaviour of our staff or drivers, the way we have communicated with you before, during or after your booking, charges, billing, or how a payment issue has been handled or any other aspect of our service that you believe has not met the standards we aim to provide.

How to Make a Complaint

You can raise a complaint verbally or in writing. We encourage you to contact us as soon as possible after the issue arises so we can investigate while details are still fresh.

Complaints Made on the Day of the Move

If you experience a problem while our team is on site, please raise it with the driver or team leader straight away. They will do their best to resolve the issue immediately where possible, such as by adjusting how items are being handled, clarifying an agreed service, or contacting the office for guidance. Resolving matters at the time often leads to a quicker and more satisfactory outcome.

Written Complaints

If your concern cannot be resolved on the day, or you prefer to put it in writing, you may submit a written complaint. When doing so, please include:

Your full name, your service address and the date of the removal or man and van service, a clear description of what went wrong and when it occurred, any relevant details such as inventory items, agreed arrival times or special instructions and any supporting information you feel is important.

Providing as much detail as possible helps us investigate thoroughly and respond accurately.

Time Limits for Making a Complaint

We recommend that complaints are made within 14 days of the service date. This timeframe helps ensure that staff recollections, job notes and any related information are still current. Complaints made after this period will still be considered, but our ability to investigate fully may be reduced.

Our Complaints Handling Stages

Stage 1: Initial Review

Once we receive your complaint, we will acknowledge it and confirm that it is being reviewed. At this stage, we will:

Check the details of your booking and service, speak to the staff involved where appropriate and review any relevant job notes and records. We aim to complete this initial review promptly and may contact you if we need further information or clarification.

Stage 2: Investigation and Response

Following the initial review, we will carry out a more detailed investigation if required. This may involve discussing the matter with the driver or team members, reviewing schedules, route details and any agreed special instructions and considering whether our service met our usual standards and your expectations.

Once the investigation is complete, we will provide a written or verbal response explaining:

What we have understood your complaint to be, what we have found during our investigation, whether we believe the complaint is upheld in full, in part, or not upheld, any steps we have taken or will take to put things right where appropriate and any changes we plan to make to reduce the chance of similar issues in future.

Stage 3: Further Review

If you are not satisfied with the outcome of Stage 2, you may ask for your complaint to be reviewed again. In this further review, a different person or senior member of our team, where possible, will look at:

The way the original complaint was handled, the evidence and information already gathered and any additional information you provide at this stage. We will then provide a final response and explanation. While we may not always be able to agree with every aspect of your complaint, we will always explain our reasoning clearly.

Possible Outcomes and Remedies

Where a complaint is upheld, in whole or in part, we will consider appropriate remedies. Depending on the circumstances, these may include:

A clear apology and explanation, practical steps to correct an error where possible, and internal training or process changes to prevent recurrence. Any remedies will be assessed on a case by case basis, taking into account the nature of the service, the impact on you and what is reasonable and proportionate in the circumstances.

Complaints about Loss or Damage

If your complaint relates to loss of or damage to items during a move, please tell us as soon as possible. To help us investigate, we may ask for details of the items involved, photographs of any damage, and information regarding the condition of the items before and after the move. We will review how the items were handled and loaded, any relevant packing arrangements and any pre existing vulnerabilities, and we will respond in line with our terms and conditions.

Confidentiality and Data Protection

All complaints are handled sensitively. Information you provide is used only for the purpose of investigating and resolving your complaint and for improving our services. We will keep records of complaints and outcomes in line with our data protection responsibilities and our internal retention policies.

Continuous Improvement

We record and review complaints regularly to identify any recurring issues or areas for improvement in our removal and man and van services. Feedback from customers, including complaints, is an important part of how we maintain and enhance our standards. By following this complaints procedure, we aim to ensure that every concern is treated seriously, investigated fairly and used to help us deliver a better service in the future.