Complaints Procedure

Man with Van Feltham Complaints Procedure

This complaints procedure explains how customers of Man with Van Feltham can raise concerns about our man and van and removal services, and how we will respond. Our aim is to resolve issues quickly, fairly and in a way that helps improve our service across our operating areas.

Our Commitment To You

We want every move or transport job to be completed safely, on time and as agreed. If something goes wrong, we welcome feedback and complaints as an opportunity to put matters right. We are committed to treating every complaint seriously, investigating thoroughly and responding in a professional and respectful manner.

What Is A Complaint

A complaint is any expression of dissatisfaction about our service, whether it relates to booking, communication, collection, delivery, handling of goods, conduct of our staff or the way we manage invoices and payments. You can complain even if you are not sure who was at fault, or if the problem arose from circumstances on the day of your move or transport job.

How To Raise A Complaint

You can raise a complaint verbally or in writing. We encourage written complaints because they help us keep a clear record. When submitting your complaint, please provide:

1. Your full name and the name on the booking
2. The service date and collection and delivery points
3. A clear description of what went wrong
4. Any relevant job references or paperwork
5. Details of any loss, damage, delay or additional costs
6. What outcome you would consider fair

Please raise your complaint as soon as possible after the service date. This helps us investigate while events and information are still recent and easier to verify.

Time Limits For Complaints

We ask that complaints about our man and van or removal services are raised within 7 days of the job completion date wherever possible. For complaints involving loss or damage to goods, you should notify us as soon as you discover the problem. Delays in reporting may affect our ability to investigate and, where relevant, to consider compensation.

How We Will Handle Your Complaint

Once we receive your complaint, we will follow these steps:

1. Acknowledgement: We will confirm that we have received your complaint and provide an outline of the next steps and anticipated timeframes.
2. Initial review: We will review your explanation alongside your booking details, job notes and any photographs or supporting documents you have provided.
3. Investigation: Where necessary we will speak with the driver or team members involved and review route details, timings and any existing incident reports.
4. Outcome: We will provide you with a written response setting out our findings, any corrective actions we propose, and whether any gesture of goodwill or compensation is appropriate under our terms and conditions.

Investigation Timeframes

We aim to resolve most complaints within 10 working days of receipt. More complex complaints, such as those involving claims for damage, insurance queries or multiple collection and delivery addresses, may require more time. If this happens, we will keep you informed of the progress and provide an updated timeframe.

Possible Outcomes

Depending on the nature of your complaint and our findings, our response may include one or more of the following:

1. An explanation of what went wrong and why
2. An apology where the service did not meet the standards we aim to provide
3. Practical steps to put things right where possible, such as returning to collect missed items or correcting documentation
4. A gesture of goodwill where appropriate
5. Consideration of compensation in line with our terms, conditions and any applicable limitations for loss or damage

Where a claim for damage or loss is involved, we may ask for photographs, purchase receipts or repair estimates so we can assess the extent of the issue and consider an appropriate response.

If You Are Unhappy With The Outcome

If you are not satisfied with the outcome of your complaint, you can request a review. In your request, please explain which parts of our response you disagree with and provide any additional information you would like us to consider. A different person within the business will review the original investigation, the evidence available and your comments. We will then provide a final written response.

Your Responsibilities As A Customer

To help us handle complaints efficiently and fairly, we ask that you:

1. Provide accurate information when booking your man and van or removal service
2. Read and understand our terms and conditions, especially sections relating to access, packing, parking and insurance limits
3. Raise any concerns as soon as you notice a problem on the day of the move where possible
4. Communicate your complaint clearly and provide any requested evidence promptly

Using Feedback To Improve Our Service

We log and review all complaints and significant feedback, whether they relate to local collections, long distance moves or small item transport. This information is used to identify patterns, improve staff training, adjust procedures and maintain reliable and efficient van services. Our goal is to reduce the likelihood of similar issues occurring in the future and to offer consistently high standards to every customer we serve.

Confidentiality And Data Protection

All complaints are handled in confidence. Information you provide will be used only for managing your complaint, improving our services and meeting any legal or regulatory requirements. We store complaint records securely and only share them within our organisation on a need to know basis.

Review Of This Complaints Procedure

We review this complaints procedure regularly to ensure it remains clear, fair and effective for customers using our man and van and removal services. We may update it from time to time to reflect changes in our operations, insurance arrangements or applicable regulations.