Complaints Procedure for Man With a Van Tottenham Hale

This Complaints Procedure explains how customers can raise concerns about services provided by Man With a Van Tottenham Hale, and how those concerns will be investigated and resolved. It applies to all customers using our man and van and removal services, whether for home moves, small office relocations, or single-item transport.

Our Commitment to Handling Complaints

We are committed to delivering a professional, reliable and considerate removals service. If something goes wrong, we want to know about it so that we can put matters right and improve the way we operate. Every complaint is taken seriously, handled fairly and treated in confidence.

We aim to:

• Make it simple for you to submit a complaint
• Acknowledge your complaint promptly
• Investigate your concerns thoroughly and impartially
• Provide a clear and timely response
• Offer, where appropriate, practical remedies or explanations

What This Procedure Covers

This procedure covers complaints related to our man with a van services, including but not limited to:

• Service quality, punctuality or conduct of staff
• Handling, loading or unloading of goods
• Damage to property or belongings
• Missing items or alleged loss
• Pricing, quotes or invoicing concerns
• Communication issues before, during or after a move

It does not cover general enquiries, requests for quotes or routine service feedback that is not a complaint. Those can be made directly to our team in the usual way.

How to Make a Complaint

You can make a complaint in writing. Written complaints help us understand the issue clearly and create an accurate record of events. Please include as much detail as possible so we can investigate effectively.

When submitting your complaint, please provide:

• Your full name
• The date of the service and collection/delivery addresses
• A clear description of what went wrong
• The names of any staff involved, if known
• Any relevant reference numbers, photographs or documents
• The outcome you are seeking, if you have one in mind

You should raise your complaint as soon as reasonably possible after the event. Complaints about damage, loss or service issues are easier to investigate and resolve when we are informed promptly.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will log it in our internal records and allocate it to a responsible person for initial review.

We will usually acknowledge your complaint within a reasonable period of time. In this acknowledgement, we aim to confirm that we have received your complaint, outline the next steps and indicate an expected timescale for our full response.

Stage Two: Investigation of Your Complaint

The person handling your complaint will investigate the issues raised. Depending on the nature of the complaint, this may include:

• Reviewing booking details, job sheets and any relevant notes
• Speaking with the staff members involved in the move
• Considering photographs, videos or other evidence provided
• Assessing any applicable terms and conditions

Our goal is to carry out this investigation as thoroughly and fairly as possible, ensuring that both your account and our team’s account are considered. During this process, we may contact you to request further information or clarification.

Stage Three: Response and Outcome

After the investigation is complete, we will provide a written response setting out:

• A summary of your complaint
• The steps we took to investigate
• Our findings and conclusions
• Any proposed remedies or actions

Where we find that we are at fault, we will explain what went wrong and what we will do to put it right, where possible. Remedies may include an apology, a practical solution, or other forms of redress, depending on the circumstances and in line with our terms and conditions.

If we conclude that the complaint is not upheld, we will explain the reasons for this clearly.

Timescales

We aim to resolve complaints as quickly as is reasonably possible. The time required will depend on the complexity of the issues raised and the availability of information and personnel. If our investigation is likely to take longer than initially indicated, we will aim to keep you informed and provide an updated timescale.

Escalating Your Complaint Internally

If you are dissatisfied with the outcome of our response, you may request an internal review. In that case, your complaint and our initial decision will be reconsidered by a senior member of our team who was not directly involved in the first investigation.

During this review, we will reassess the evidence, check that our procedure has been followed correctly and consider whether the outcome remains appropriate. We will then provide you with a final internal response.

Your Responsibilities When Making a Complaint

To help us handle your complaint effectively, we ask that you:

• Provide accurate, complete and honest information
• Treat our staff with courtesy and respect
• Respond to requests for additional information in a timely manner
• Retain any relevant evidence, such as photographs or receipts

We reserve the right to stop investigating a complaint where behaviour is abusive, threatening or clearly unreasonable, though we will always aim to resolve matters constructively wherever possible.

Learning From Complaints

We use complaints as an opportunity to improve our services. Information gathered through this procedure may be used to:

• Provide additional staff training
• Review and refine our working practices
• Improve communication and customer information
• Enhance how we plan and deliver man and van and removal services

All personal data received in connection with a complaint is handled in line with applicable data protection requirements and used only for managing the complaint and improving our services.

Review of This Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective. Any updates will apply to future complaints and will be reflected in our current documentation.

By using our services, you acknowledge that you have had the opportunity to read this procedure and understand how complaints are handled by Man With a Van Tottenham Hale.