Complaints Procedure

Complaints Procedure for Man With a Van Enfield

This Complaints Procedure explains how customers of Man With a Van Enfield can raise concerns about our removal and man and van services, and how we will respond. Our aim is to handle every complaint fairly, consistently and promptly, and to use feedback to improve our services for all customers.

1. Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and accessible process for dealing with any dissatisfaction arising from our services. This may include issues relating to bookings, collection and delivery, conduct of staff, handling of belongings, timing of services, billing, or any other aspect of your move.

We encourage customers to raise concerns as soon as possible so that issues can be investigated and resolved quickly, ideally while the job is still in progress or shortly after completion.

2. Scope of Complaints

This procedure covers complaints about:

- House and flat removals
- Office and business moves
- Man and van services for single items or multiple loads
- Packing and loading assistance
- Handling, transport and unloading of items
- Service quality, punctuality and communication
- Conduct and professionalism of our staff and contractors
- Invoices, quotations and pricing clarity

It does not cover general enquiries, requests for quotations or routine service adjustments unless you specifically tell us that you wish to make a complaint.

3. How to Make a Complaint

You may raise a complaint in writing or verbally. While we accept verbal complaints, we recommend that you put your complaint in writing so that we have a clear record of the issues you have raised and the outcome you are seeking.

When making a complaint, please provide as much detail as possible, including:

- Your full name
- The service address and the date of your move or booking
- A clear description of what happened and why you are dissatisfied
- Any relevant reference or booking number you were given
- Details of any loss or damage, including photographs if available
- What resolution you would consider to be fair

We ask that complaints are raised within a reasonable time, ideally within 14 days of the service, to allow us to investigate effectively. Complaints raised outside this period will still be considered but may be harder to investigate in full.

4. Informal Resolution

Where possible, we try to resolve problems informally and quickly. If you raise a concern during your move or immediately after, our team will attempt to resolve it on the spot. This may involve:

- Clarifying what was agreed
- Correcting any misunderstanding
- Rectifying minor service issues
- Agreeing practical solutions to complete the move to your satisfaction

If you are not satisfied with the outcome of this informal stage, or if the issue is more serious, you may escalate it as a formal complaint as described below.

5. Formal Complaint Process

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

1. Acknowledgement: We will acknowledge your complaint as soon as reasonably possible and confirm that it is being investigated.
2. Initial Review: A responsible member of our team will review the details of your complaint, any evidence you have provided, and our records of the service carried out.
3. Investigation: Where necessary, we will speak to the staff involved, check booking and job records, and review any photographs or other relevant information.
4. Response: We will provide you with a written response setting out our findings, any action we propose to take, and our reasons.

We aim to complete our investigation and respond within 14 days of receiving your formal complaint. If, for any reason, we need longer, we will let you know and provide an updated timescale.

6. Possible Outcomes and Remedies

Depending on our findings, possible outcomes of a complaint may include:

- An explanation or clarification about what happened
- An apology where our service has fallen below our standards
- Practical steps to put things right, where possible
- A review of internal procedures or staff training
- Consideration of a goodwill gesture

Where a complaint relates to loss or damage to items, we will review the circumstances carefully. Any remedy will take into account the condition of items before collection, any pre-existing damage, and the services agreed at the time of booking.

7. Escalation of Your Complaint

If you are not satisfied with our formal response, you may request that your complaint is reviewed again. In doing so, please explain which parts of the decision you disagree with and why.

We will arrange for a further review, which may involve a different member of our team. We will then provide a final response, confirming whether our original decision stands or whether we are able to offer any additional resolution.

8. Customer Responsibilities

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

- Provide accurate and complete information
- Keep records or photos related to your concerns, where possible
- Communicate clearly and respectfully with our staff
- Allow us a reasonable opportunity to investigate and respond
- Refrain from making any false or misleading statements

We reserve the right to end correspondence where a complaint becomes unreasonable, abusive or persistent in a way that prevents fair handling.

9. Data Protection and Confidentiality

Any personal data provided as part of a complaint will be handled in line with our data protection obligations. Information will only be shared internally with those who need it to investigate and respond to your complaint. We will retain records of complaints for an appropriate period to monitor service quality and meet any legal or regulatory requirements.

10. Continuous Improvement

We treat all feedback, including complaints, as an opportunity to improve our services. Where a complaint highlights a recurring issue, we may review our working practices, staff training or communication methods to prevent similar problems in the future.

By setting out this Complaints Procedure, Man With a Van Enfield aims to give customers confidence that any concerns about our removal and man and van services will be taken seriously, investigated properly and responded to in a fair and transparent way.