Complaints Procedure

Complaints Procedure for Man With a Van Stratford

Man With a Van Stratford is committed to providing reliable and professional removal services. We aim to resolve any concerns quickly and fairly. This complaints procedure explains how you can raise an issue about our services and how we will handle your complaint from start to finish.

Purpose of this Complaints Procedure

The purpose of this complaints procedure is to provide a clear and transparent process for customers who wish to raise concerns about any aspect of our moving or man and van services. It applies to all domestic and small business customers who have used our services or have a confirmed booking with us.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about the standard of service you have received or expect to receive from Man With a Van Stratford. This may include, but is not limited to:

Concerns about punctuality, conduct, or behaviour of staff. Issues with the handling, loading, transport, or unloading of items. Disputes about charges, fees, or quoted prices. Problems with communication, including booking details and updates. Concerns about damage, loss, or incomplete services.

If you are unsure whether your issue is a complaint, you may still raise it with us and we will advise you how it will be handled.

How to Make a Complaint

You can make a complaint in writing. Please provide as much detail as possible to help us understand and investigate the issue. Include the following information where relevant:

Your full name. The date of your move or scheduled booking. Collection and delivery locations. A clear description of what went wrong. Any steps already taken to resolve the matter. Any supporting information such as inventory notes, photographs, or written confirmations.

We encourage you to raise your concerns as soon as possible after the event so that we can investigate while details remain clear.

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log it and arrange for an initial review. We will acknowledge your complaint in writing within a reasonable time. In our acknowledgement we will:

Confirm that we have received your complaint. Provide a brief outline of the next steps. Give an estimated timescale for our response.

We may contact you to clarify details or request further information if needed. This helps us ensure that we fully understand your concerns before reaching any conclusions.

Stage 2: Investigation

Your complaint will be investigated by a person with appropriate authority and knowledge of our removal operations. The investigation may include:

Reviewing your booking records and service notes. Speaking with the team members involved in your move. Assessing photographs, inventories, or written records. Considering our terms and conditions and any relevant policies.

We aim to carry out the investigation in a fair, objective, and timely manner. We may contact you to discuss the complaint and gather more information or clarification where necessary.

Stage 3: Response and Outcome

Once the investigation is complete, we will send you a written response. This will usually include:

A summary of your complaint. The findings of our investigation. Our decision on whether the complaint is upheld in full, in part, or not upheld. Any proposed resolution, such as an explanation, apology, corrective action, or other remedy, where appropriate.

We aim to provide this full response within a reasonable timeframe from the date we acknowledge your complaint. If we need more time due to the complexity of the matter, we will let you know and provide an updated timescale.

Stage 4: Further Review

If you are not satisfied with our Stage 3 response, you may request a further review. To do this, you should explain which aspects of the decision you disagree with and provide any additional information that you consider relevant.

Your complaint will then be reviewed by a senior person who was not directly involved in the original investigation, where possible. The reviewer will consider whether the process was followed correctly and whether the decision was reasonable based on the information available.

We will provide a final written response setting out the outcome of this review and our final position on the complaint.

Time Limits for Making a Complaint

To allow us to investigate effectively, we ask that complaints relating to service quality, conduct, or performance are raised within a reasonable period after the date of your move or the date you became aware of the issue.

Where a complaint relates to alleged damage or loss, we may ask for prompt notification and supporting evidence so that we can properly assess the circumstances and condition of items.

Fairness and Confidentiality

All complaints will be treated seriously and handled with respect for all parties involved. We will maintain confidentiality as far as is reasonably possible, and will only share information with those who need it to investigate and respond to the complaint.

Raising a complaint in good faith will not prejudice your right to use our services in the future.

Working Towards Resolution

Our aim is always to reach a fair and practical resolution that reflects the circumstances of each case and our responsibilities as a removal service provider. We value feedback from customers and use information from complaints to improve our services, staff training, and procedures.

Policy Review

This complaints procedure is reviewed periodically to ensure it remains clear, effective, and appropriate for the services offered by Man With a Van Stratford. We reserve the right to update or amend this procedure, and any updated version will apply to complaints raised after the date of publication.