Complaints Procedure for Man with Van Stepney

Man with Van Stepney is committed to providing a reliable and professional removals and man and van service. We understand that occasionally things may not go as planned. This complaints procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.

1. Our Commitment to Handling Complaints

We take all complaints seriously. Every concern raised is treated with respect, confidentiality and fairness. Our aims are to understand what has gone wrong, to put matters right where possible, and to improve our services for the future. We will investigate complaints promptly and communicate clearly with you throughout the process.

2. What Counts as a Complaint

A complaint is any expression of dissatisfaction about our man and van or removals services, whether it relates to booking, communication, collection, loading, transport, unloading, delivery, timing, conduct of staff, or the condition of items on arrival. You do not need to use specific wording for it to be treated as a complaint. If you tell us you are unhappy and would like us to look into something, we will regard it as a complaint.

3. How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints help us to understand your concerns clearly, but we will accept complaints in whatever form is easiest for you. When you contact us, please provide as much information as possible so we can investigate efficiently.

To help us deal with your complaint, please include the following where possible:

• Your full name
• The date of your move or booking
• The collection and delivery addresses used for the service
• A clear description of what went wrong and when it happened
• Any reference numbers or details given at the time of booking
• Details of any losses, damage or additional costs you believe you have suffered
• What you would like us to do to resolve the issue

If we need further information once we receive your complaint, we will contact you to clarify the details.

4. Time Limits for Making a Complaint

We encourage you to raise any concerns as soon as possible so that events are still fresh and evidence can be gathered easily. For issues relating to service quality or conduct on the day of the move, we ask that you contact us within 7 days of the service taking place. For claims relating to loss or damage to goods, please notify us as soon as you become aware of the issue. While we may consider complaints raised after these timeframes, investigating them may be more difficult and could limit the options available for resolution.

5. What Happens After You Make a Complaint

Once we receive your complaint, we will follow a clear, step-by-step process:

1. Acknowledgement: We will acknowledge your complaint and confirm that it is being investigated. Where possible, we will provide the name or role of the person responsible for handling it.
2. Initial Review: We will review the details you have provided, check our booking records, job sheets and any notes from the driver or removals team, and identify any immediate actions that may be required.
3. Investigation: If necessary, we will speak with the staff involved and consider any additional evidence, such as photographs, inventory lists or delivery notes. We may contact you for further information or clarification during this stage.
4. Response: Once the investigation is complete, we will explain our findings to you in clear and plain language. We will set out any steps we can take to resolve the complaint and any learning or changes we plan to make as a result.

6. Timeframes for Our Response

We aim to resolve most complaints as quickly as possible. As a guide:

• We will normally acknowledge your complaint within a reasonable period from receiving it.
• We will usually provide a full response once our investigation is complete. The time required will depend on the complexity of the issues and whether further information is needed.

If we are unable to provide a full response within a reasonable timeframe, we will let you know and explain the reason for the delay and when you can expect a final outcome.

7. Possible Outcomes and Remedies

Our goal is always to reach a fair and proportionate outcome based on the facts of the case and our terms and conditions. Depending on the circumstances, outcomes may include:

• An apology and explanation of what went wrong
• Practical steps to put things right where possible
• Consideration of compensation, in line with our terms, conditions, and any applicable limits of liability
• Service improvements or staff training to prevent similar issues in future

Any offer of remedy will take into account the nature of the complaint, the impact on you, and the scope of our contractual responsibilities.

8. If You Are Not Satisfied with the Outcome

If you feel that your complaint has not been handled fairly or that important information has not been considered, you may ask us to review the decision. In your request, please explain why you are unhappy with the outcome and provide any additional details you believe are relevant. We will then arrange for your complaint and our response to be reconsidered.

9. Recording and Using Complaint Information

We keep a record of complaints we receive, including the nature of each issue, how it was resolved and any steps taken to improve our services. We use this information to monitor the quality of our removals and man and van operations, to identify recurring problems, and to support ongoing training and development of our team. Personal information provided as part of a complaint is handled in line with our obligations to keep your data secure and use it only for appropriate purposes.

10. Continuous Improvement

Feedback, including complaints, is an important part of how we improve our service. By telling us when something has gone wrong with your move or delivery, you help us to refine our procedures, enhance communication, and ensure that future customers receive a better experience. We encourage you to share your concerns openly and honestly so that we can address them properly.

This complaints procedure is intended to give you clear information about how we handle concerns relating to our removals and man and van services. If anything in this procedure is unclear, you can contact us for further explanation at any time.