Complaints Procedure

Complaints Procedure for Man with Van Colindale

Man with Van Colindale is committed to providing a reliable, professional and courteous removal service. We understand that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put matters right and improve the way we work. This Complaints Procedure explains how to raise a concern, how we handle complaints, and what you can expect from us throughout the process.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear, fair and transparent process for dealing with any dissatisfaction relating to our services. This includes bookings, collection and delivery of items, conduct of staff, handling of possessions, timings, and the overall quality of the removal service you receive from Man with Van Colindale.

This procedure is intended for customers who have used, or have attempted to use, our services. It covers both one-off jobs and repeat or contract removals involving homes, flats, storage moves and small business relocations.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about the service provided by Man with Van Colindale where you are seeking a response or resolution. Examples include, but are not limited to:

Delays in collection or delivery of your belongings; damage or loss of items during loading, transport or unloading; behaviour or attitude of our drivers or porters; issues with booking, confirmation or invoicing; concerns that our service did not match what was described at the time of quotation.

If you are unsure whether your concern is a complaint, please raise it with us and we will treat it in line with this procedure where appropriate.

How to Make a Complaint

We encourage you to raise any concerns as soon as possible so we can address them quickly and effectively. You can make a complaint verbally or in writing. Where practical, a written complaint is helpful as it provides a clear record of the issue.

When making a complaint, please provide the following information so we can investigate efficiently:

Your full name and, if relevant, the name under which the booking was made; the date and approximate time of the move or planned move; the collection and delivery addresses involved; a clear description of what went wrong, including relevant times and events; details of any specific items that were damaged, lost or affected; any supporting information you may have, such as photographs or reference numbers.

We will acknowledge receipt of your complaint using the same method by which you contacted us, unless you request otherwise.

Timescales for Raising a Complaint

To give us the best chance of resolving your concerns, we ask that complaints be raised as soon as possible and, where feasible, within 14 days of the date of service. Complaints about damage or loss of property should be raised as soon as you become aware of the issue. Delays in raising a complaint may limit the options available for investigation and resolution, particularly where third parties or storage providers are involved.

How We Handle Your Complaint

Once we receive your complaint, we follow a clear process designed to be fair and consistent:

First, we acknowledge your complaint, normally within three working days. If we need more information from you to understand the issue, we will request it at this stage. Next, a member of our management team will review your booking details, job notes, driver reports and any other relevant information, such as photographs or messages, and may speak with the staff involved in your move.

We aim to provide a full response within 14 working days from the date we have all necessary information. If, for any reason, we require more time to investigate, we will inform you of the reason for the delay and give an updated timescale for our response.

Our Response and Possible Outcomes

When our investigation is complete, we will provide you with a clear response setting out:

Our understanding of your complaint; the steps we took to investigate the matter; our findings based on the evidence available; any actions we propose to take to resolve or address the issue.

Depending on the nature of the complaint and the outcome of the investigation, our response may include an apology, an explanation, corrective action to prevent similar issues in future, and, where appropriate, a gesture of goodwill or other form of remedy in line with our terms and conditions and any applicable protections.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you may request that it be reviewed again. In such cases, a different member of management, who was not involved in the original decision, will re-examine your complaint, the investigation and the response provided.

During this review, we may contact you for additional information or clarification. We will then provide a final written response setting out the result of the review and the reasons for our decision. This will normally be completed within 14 working days of your escalation request, or we will inform you if more time is required.

Continuous Improvement

We treat all complaints as an opportunity to learn and improve. Information from complaints is monitored and reviewed regularly so we can identify trends, recurring issues or areas where our removal services and customer communication can be developed further.

Where complaints highlight a need for change, we may update our internal procedures, provide additional staff training, adjust scheduling practices or amend how we plan and carry out removals. Our goal is to reduce the likelihood of similar issues occurring in the future and to ensure that customers across our service area receive a consistently reliable experience.

Confidentiality and Data Protection

All complaints are handled in a confidential and respectful manner. Information you provide will only be shared with those who need it to investigate and resolve your complaint or to implement any resulting improvements. We handle personal data in line with relevant data protection principles and retain complaint records only for as long as necessary for legal, regulatory or operational reasons.

Review of This Procedure

This Complaints Procedure is reviewed regularly to ensure it remains clear, effective and aligned with our services. Man with Van Colindale reserves the right to update or amend this procedure from time to time. Any changes will apply to complaints raised after the updated procedure comes into effect.

We value your feedback and appreciate the opportunity to resolve any concerns about our removal services in a fair, timely and professional way.