Complaints Procedure for Man with Van Petts Wood Customers

Man with Van Petts Wood is committed to providing a reliable and professional removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right, learn from the experience, and improve our service. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us throughout the process.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for dealing with complaints relating to our home removals, office moves, man and van services, packing, loading, transport, or unloading. It applies to all customers who have used, or attempted to use, our services. Our aim is to resolve issues as quickly and informally as possible, while ensuring that all complaints are treated seriously and handled consistently.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services or conduct, whether it is justified or not. Examples include, but are not limited to:

Delays or missed collection or delivery times, concerns about the handling, packing or transportation of your belongings, alleged loss or damage to property during a move, behaviour or attitude of our drivers, porters or office staff, pricing or invoice disputes, including charges you do not understand, or any other aspect of our removals or man and van service that you believe has fallen below the standard you reasonably expected.

We encourage you to raise issues as soon as you become aware of them so that they can be addressed promptly.

How to Make a Complaint

You may raise a complaint in writing. When submitting a complaint, please include the following information where possible:

Your full name and the name under which the booking was made, the service date or dates, collection and delivery locations, a clear description of what went wrong and when it happened, details of any items you believe were damaged or lost, copies of any relevant documents such as quotes, booking confirmations, or invoices, and what outcome or resolution you are seeking.

Providing detailed information at the outset helps us investigate your concerns more efficiently and provide a quicker response.

Timescales for Raising a Complaint

So that we can investigate effectively, we ask that you raise any complaint as soon as reasonably practicable after the issue arises. For issues relating to alleged loss or damage to items, you should notify us as soon as you become aware of the problem. Prompt notification allows us to review documentation, vehicle logs, and staff statements while details are still fresh.

How We Will Handle Your Complaint

We follow a structured process when dealing with complaints to ensure fairness, impartiality and a timely outcome.

Step One: Acknowledgement

Once we receive your complaint, we will acknowledge it. In our acknowledgement, we will confirm that your complaint has been logged, provide a reference if we use one internally, and outline the next stages of the process.

Step Two: Investigation

Your complaint will be reviewed by a person with appropriate authority who was not directly involved in the matter wherever possible. The investigation may include:

Reviewing your booking details, quotes, and written communications, checking driver schedules, route information, and job sheets, speaking with the staff members involved in the move, reviewing any photographs or evidence you provide, and considering any relevant company policies or terms and conditions.

We may contact you if we require further information or clarification to complete the investigation.

Step Three: Response

After the investigation, we will provide you with a written response. This will usually include a summary of your complaint, details of what we have investigated, our findings and any conclusions reached, and any proposed remedy or action we will take.

Where the complaint is upheld in full or in part, possible outcomes may include an explanation or apology, corrective action in how we deliver our removals and man and van services, a gesture of goodwill where appropriate, or consideration of compensation in line with our terms and conditions and any applicable cover that applies to your booking.

Timescales for Our Response

We aim to respond to complaints as quickly as is reasonably possible. The actual timescale may vary depending on the complexity of the issue, the availability of staff for interview, and the need to review documentation or property. If we are unable to provide a full response within a reasonable time, we will let you know and give an indication of when you can expect a further update.

If You Are Not Satisfied With the Outcome

If you are unhappy with the outcome of your complaint, you may ask for a review. In your request, please clearly explain which parts of our decision you disagree with and why. Where possible, the review will be carried out by a person who was not involved in the original investigation. The reviewer will consider whether the complaint was handled fairly, whether the findings were reasonable based on the evidence, and whether the outcome was appropriate.

Following this review, we will provide a final written response. This will normally mark the end of our internal complaints process.

Our Commitment to Fairness and Improvement

All complaints are handled confidentially and with respect for everyone involved. We do not discriminate against any customer who raises a complaint in good faith, and your right to use our removals or man and van services in the future will not be affected because you have raised concerns.

We regularly review complaints and feedback to identify patterns, training needs, and opportunities to improve how we plan moves, protect belongings, communicate timings, and deliver our services. By telling us when things go wrong, you help us maintain and improve the standards we aim to provide to customers across our service area.

Keeping Records

We keep records of complaints, investigations, and outcomes in line with our data protection practices. These records help us monitor performance, demonstrate how we have handled issues, and support continuous improvement of our removals and man and van operations.

Updates to This Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our services, internal processes, or applicable guidance. The version published on our website will always be the most current version. You are encouraged to review it periodically if you are considering making a complaint about any aspect of our service.