Complaints Procedure for Man With a Van Blackfriars

Man With a Van Blackfriars is committed to providing a reliable, professional and courteous removal service. We aim to resolve any concerns quickly and fairly. This complaints procedure explains how you can raise an issue with us, how we will handle it, and what you can expect at each stage.

Purpose of This Complaints Procedure

The purpose of this procedure is to give customers a clear and transparent process for raising complaints about our moving and transport services. It applies to all services we provide, including home removals, office moves, man and van transport, packing assistance and related work carried out by our team.

Our goals are to:

Ensure every complaint is taken seriously and treated with respect.

Investigate issues promptly, thoroughly and impartially.

Offer appropriate explanations, remedies or apologies where needed.

Use feedback to improve our services and prevent repeat issues.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff conduct, communication, charges, handling of belongings or the way we have carried out agreed work. You do not have to use the word complaint for your concern to be treated as one.

Examples include, but are not limited to:

Concerns about punctuality, reliability or conduct of drivers or porters.

Issues with how your belongings have been handled, packed, loaded or unloaded.

Disputes over the service provided compared with what was agreed or quoted.

Concerns about the clarity of pricing or any additional charges applied.

Problems with communication before, during or after your removal.

How to Make a Complaint

You can make a complaint in writing or verbally. While we will accept complaints made in any reasonable way, we recommend putting your concerns in writing so that all details are clear and can be accurately recorded.

When making a complaint, please provide:

Your full name and any booking reference you were given.

The date of your move or service and the locations involved.

A clear description of what went wrong and when it happened.

Names or descriptions of any team members involved, if known.

Details of any damage, loss, delay or other impact you have experienced.

What outcome or resolution you are seeking, if you have a preference.

Timeframes for Raising a Complaint

To help us investigate effectively, we ask that you raise any complaint as soon as possible after the issue occurs. In cases involving damage or loss of property, you should inform us as soon as you become aware of the problem so we can assess it properly.

Our Complaints Handling Stages

We follow a structured process to ensure your complaint is handled fairly and consistently.

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it within a reasonable time. At this stage we will confirm that we have your details, understand the main issues you have raised, and explain the next steps in the process.

Stage 2: Investigation

Your complaint will be reviewed by a person with appropriate responsibility who was not directly involved in the events giving rise to the complaint, where possible.

The investigation may include:

Reviewing your booking details, job notes and any correspondence.

Speaking with the removal team or staff involved.

Assessing any photographs, written evidence or damage reports provided.

Considering any relevant terms and conditions that applied to your booking.

Stage 3: Response and Outcome

After the investigation, we will provide you with a clear written response setting out:

Our understanding of your complaint.

The steps taken to investigate the matter.

Our findings and any conclusions reached.

Any proposed remedy, such as an explanation, apology, corrective action or, where appropriate, another form of redress in line with our terms and conditions.

We aim to provide a full response within a reasonable time from acknowledging your complaint. If we need longer due to the complexity of the case, we will let you know and give an estimated timeframe.

Possible Outcomes and Remedies

Depending on the nature of your complaint and the findings of our investigation, possible outcomes may include:

A full or partial explanation of what occurred and why.

An apology where we identify that service fell below our expected standards.

Corrective action, such as revisiting your property to complete agreed work.

Practical steps to prevent a similar issue arising in future.

Any other remedy that may be appropriate under our contractual terms.

Escalating Your Complaint

If you are not satisfied with the outcome at the initial stage, you may ask for your complaint to be reviewed again. In this case, it will be considered at a higher level of responsibility where possible, and we will re-examine the information you have provided along with our initial findings.

You should explain clearly why you remain dissatisfied, and whether you have any additional information that you would like us to consider. We will then provide a further response setting out our final position.

Customer Responsibilities

We ask that customers raising complaints do so honestly, politely and with as much detail as possible to allow us to understand the situation. We also ask that any evidence, such as photographs of alleged damage, is provided promptly so that it can be properly assessed.

Using Feedback to Improve Our Service

All complaints and serious concerns are recorded and monitored. We regularly review the issues raised to identify patterns, training needs and opportunities to improve how we deliver our man and van and removal services. Your feedback directly supports our efforts to maintain and raise our standards.

Changes to This Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our operations or legal requirements. The version in force at the time you raise your complaint will apply to how that complaint is handled.

By setting out this clear complaints procedure, Man With a Van Blackfriars aims to ensure that every customer has confidence that their concerns will be taken seriously, investigated fairly and used to help us deliver a better removal service.