Complaints Procedure

Man with Van Riddlesdown Complaints Procedure

Man with Van Riddlesdown is committed to providing a reliable, professional and courteous removal service. We recognise that, on occasion, things may not go as planned and you may wish to raise a concern or make a formal complaint. This complaints procedure explains how you can do that and how we will respond.

Our Commitment to You

We aim to handle all complaints fairly, consistently and promptly. Every complaint is treated as an opportunity to review our work, improve our service and, where appropriate, put things right. We will always treat you with respect and expect our customers to treat our team in the same way throughout the process.

What This Procedure Covers

This procedure applies to complaints about our man and van and removal services, including but not limited to bookings, punctuality, conduct of staff, quality of packing or moving, handling of belongings, charges and invoices, and communication before, during or after a move. It is designed for private and business customers who have used, or have booked, our services.

Raising an Informal Concern

Many issues can be resolved quickly by speaking to us informally. If something is not right during your move, please raise it with the team on the day or contact our office as soon as possible. We will do our best to address the issue immediately, for example by adjusting the way we are working, clarifying an agreement, or correcting an obvious error.

If the issue cannot be resolved informally, or if you remain unhappy after speaking with us, you can submit a formal complaint using the process set out below.

How to Make a Formal Complaint

To help us understand your complaint and deal with it efficiently, please provide the following information when you contact us:

• Your full name and the address where the removal or delivery took place
• The date of your move or booking
• A clear description of what went wrong and when it happened
• Details of any conversations you have already had with our staff about the issue
• What you would like us to do to resolve the matter, where possible
• Any supporting information such as photographs, inventories or written quotations

You can send your complaint in writing by post or through our online contact form. We recommend putting your complaint in writing so that we both have a clear record of the issues you wish to raise.

Time Limits for Submitting a Complaint

For service-related concerns, such as conduct of staff or quality of the move, we ask that you raise your complaint within 14 days of the date of your move. For issues relating to damage or loss of items, please inform us as soon as you become aware of the problem, and no later than 7 days after the move, so that we can investigate while information is still fresh and any evidence is available.

How We Will Handle Your Complaint

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

1. Acknowledgement: We will acknowledge receipt of your complaint and confirm that we are looking into the matter.
2. Initial Review: We will review the details you have provided and may contact you if we need more information or clarification.
3. Investigation: We will speak to any staff members involved, review job notes, booking details and any relevant images or documentation.
4. Response: We will provide a written response setting out our findings, any actions we propose to take, and the reasons for our decision.

We aim to complete our investigation and provide a full response within 14 working days of receiving your complaint. If the issue is complex and we need more time, we will let you know and give you an updated timescale.

Outcomes and Remedies

Depending on the outcome of our investigation, we may offer one or more of the following remedies where appropriate:

• An explanation of what went wrong and why
• An apology for any inconvenience or distress caused
• Practical steps during or after a move to correct an issue
• A review of charges and, where justified, an adjustment or refund
• Measures to prevent similar issues from arising in future

Any remedy offered will be proportionate to the circumstances and based on the evidence available. Our goal is to reach a fair and reasonable outcome for all parties.

Damage or Loss of Property

If your complaint relates to damage or loss, please provide as much detail as possible, including photographs and a description of the affected items. Where we agree that damage or loss occurred as a result of our actions, we will discuss suitable remedies, which may include repair, replacement or a financial contribution, taking into account the age and condition of the items. Certain items may be excluded or limited under our terms and conditions, and we will explain this clearly if it applies.

If You Are Not Satisfied with Our Response

If you remain unhappy after receiving our written response, you can ask us to review the decision. Please explain why you disagree with the outcome and include any additional information you think is relevant. A manager or senior member of our team will carry out this review. We will then provide a final response confirming our position.

Using This Procedure

This complaints procedure is intended to be clear, accessible and fair for customers using our man and van and removal services. It does not affect your statutory rights. We encourage you to raise any concerns as early as possible so that we have the best opportunity to resolve them and to continue improving the service we offer.

Man with Van Riddlesdown values your feedback and takes all complaints seriously. By following this procedure, we aim to deal with every issue professionally and to maintain your confidence in choosing our removal services.