Complaints Procedure

Complaints Procedure for Man with Van Isle of Dogs

This complaints procedure explains how customers can raise concerns about services provided by Man with Van Isle of Dogs, including house moves, flat moves, office relocations and local delivery services. Our aim is to resolve issues quickly, fairly and transparently.

Our Commitment to Customers

We are committed to providing reliable and professional removals and man and van services. If something goes wrong, we want to hear about it so that we can put things right and improve our service. Every complaint is taken seriously and handled with respect and confidentiality.

What This Procedure Covers

This procedure covers complaints about our removal and man with a van services, including:

Service quality during loading, transport and unloading. Conduct and professionalism of drivers and porters. Timekeeping and adherence to agreed dates and times. Treatment of property, furniture and personal belongings. Documentation and information provided before and after the move. Charges, invoices and clarity of pricing. Any follow up issues directly related to a completed booking.

This procedure does not cover disputes with third party providers you have booked separately, issues not related to our services, or matters already subject to legal action.

Raising an Informal Concern

Where possible, we encourage customers to raise concerns informally in the first instance. Many issues can be resolved quickly when they are brought to our attention at the time of the move or shortly afterwards. You can raise an informal concern by contacting us using the usual contact channels shown on our website and explaining the problem. We will listen to your concerns, clarify what has happened and aim to provide an explanation or solution as soon as possible.

How to Make a Formal Complaint

If your concern is not resolved informally, or you prefer to make a formal complaint straight away, you may do so in writing. A written complaint helps us understand the full details of the issue and investigate thoroughly.

When making a formal complaint, please provide the following information so that we can deal with your case efficiently:

Your full name. The date of your move or booking. The collection and delivery locations. A clear description of what happened and why you are dissatisfied. Details of any damage, loss, delays or other issues. Any relevant reference numbers or booking details. What outcome or resolution you are seeking, if known.

Please submit your complaint through the contact options provided on our website. We do not require a specific form, but we do ask that complaints are submitted in a clear and respectful manner.

Timescales for Making a Complaint

To help us investigate effectively, we ask that you raise any complaint as soon as reasonably possible. Complaints about service quality or staff conduct should normally be made within 28 days of the service date. Complaints relating to damage or loss of items should be made as soon as you become aware of the issue, ideally within 7 days of the move, together with supporting information.

Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement we will confirm that your complaint has been received and is being reviewed and may request any further information needed to begin the investigation.

How We Investigate Complaints

All complaints are investigated objectively by a person with appropriate responsibility who was not directly involved in the issue where possible. Our investigation may include:

Reviewing booking details, job sheets and any photographs or notes from the move. Speaking to the driver and team members involved. Considering our terms and conditions and any relevant policies. Assessing any evidence provided by you, such as photographs or lists of damaged items.

We aim to complete most investigations within 14 working days. Complex cases may take longer, but we will keep you informed of progress if additional time is required.

Our Response and Possible Outcomes

After we have investigated your complaint, we will provide a written response setting out:

A summary of your complaint. The findings of our investigation. Any conclusions we have reached. Any corrective actions or remedies we propose.

Depending on the circumstances, possible outcomes may include an explanation or clarification, an apology, corrective work, service improvements, or where appropriate a financial gesture in line with our terms and conditions. Any settlement relating to damage or loss will be considered in accordance with the service level you booked and any limits or exclusions set out in our terms.

If You Are Not Satisfied with the Outcome

If you remain dissatisfied after receiving our response, you may ask for a review. In your request for review, please explain why you are unhappy with the outcome and identify any information you believe has not been properly considered. A review will be carried out by a senior member of our team where available, who will examine the original complaint, the investigation and the response already provided. Following the review, we will issue a final response stating our position.

Customer Responsibilities

To ensure your complaint can be handled fairly, we ask that you:

Provide accurate and complete information about what happened. Keep any relevant documents or photographs. Communicate calmly and respectfully with our team. Allow us a reasonable opportunity to investigate and respond.

Abusive or threatening behaviour towards our staff will not be tolerated and may result in communication being restricted to written correspondence only.

Data Protection and Confidentiality

All complaints are handled in line with our privacy practices. Information relating to your complaint will be shared only with those who need it to investigate and resolve the issue. We retain complaint records for an appropriate period so that we can monitor service quality and improve our removal and man and van services across our operating area.

Continuous Improvement

We review complaints periodically to identify trends and areas where our services, processes or staff training can be improved. Feedback, including complaints, forms an important part of maintaining high standards in home moves, small office moves and local delivery services.

This procedure is reviewed from time to time to ensure it remains clear, fair and effective for customers using Man with Van Isle of Dogs.