Complaints Procedure for Man with Van Addington

Man with Van Addington is committed to providing a reliable and professional removal service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise any concerns about our services and how we will handle them in a fair, timely and transparent way.

Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear route to tell us when they are unhappy, so that we can investigate and, where appropriate, put things right. It also helps us to identify areas where we can improve the quality and reliability of our moving and transport services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a formal response. This may relate to issues such as booking arrangements, punctuality, conduct of staff, handling of goods, quality of service on moving day, communication before or after the move, or any other aspect of the service provided by Man with Van Addington.

Raising an Informal Concern

If a problem arises, we encourage you to speak to us as soon as possible. In many cases, an issue can be resolved quickly and informally by talking to a member of our team. You may contact us using your usual method of communication with our company. When raising an informal concern, please provide your full name, the date of your move or booking, and a brief description of the issue.

If your concern cannot be resolved informally, or if you prefer to make a formal complaint from the outset, you can follow the formal complaints process set out below.

How to Make a Formal Complaint

You can make a formal complaint in writing. Written complaints help us to understand your concerns clearly and ensure that we have a record of what has been raised. When submitting your complaint, please include the following information:

Your full name and contact details
Any reference number or booking details related to your move
The date and location of the service provided
A clear description of what happened and why you are dissatisfied
Details of any conversations already held with our staff about the matter
Any evidence you wish to provide, such as photographs or item lists

We ask that formal complaints are raised as soon as reasonably practicable after the event, so that we can investigate effectively and access accurate information.

Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it in writing. This acknowledgement will normally be issued within a reasonable time frame. In the acknowledgement, we will confirm that we have received your complaint and outline the next steps in the process, including an indicative timescale for our investigation and response.

How We Investigate Complaints

Your complaint will be reviewed by an appropriate person within Man with Van Addington who has not been directly involved in the issue you are raising, wherever possible. The investigation may include:

Reviewing your booking details and any related documentation
Speaking with the staff members involved in providing your service
Reviewing any photographs, item lists or supporting evidence you provide
Considering our internal policies and service standards

We aim to handle all complaints fairly, objectively and without unnecessary delay. More complex matters may require additional time, but we will keep you informed if we need longer than originally indicated.

Our Response and Possible Outcomes

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

A summary of the complaint you raised
The steps we took to investigate the matter
Our findings and conclusions
Any actions we propose to take

Depending on the outcome of the investigation, possible actions may include an explanation or clarification, an apology, corrective steps to improve our service, or other appropriate remedies. Any remedy offered will take into account the nature of the complaint, the impact on you, and the information available to us.

If You Remain Dissatisfied

If you are not satisfied with our initial response, you may ask for your complaint to be reviewed. In your request for a review, please explain why you are unhappy with the outcome or how you believe the complaint has not been dealt with fairly. Where possible, a different person will review the matter. Following this review, we will provide a final written response setting out our position.

Time Limits and Evidence

We encourage customers to raise complaints as soon as possible after the relevant event, as this helps us gather accurate information and resolve matters more effectively. While we will always consider any complaint made in good faith, delays in raising a complaint may limit the extent of the investigation we can carry out, particularly in relation to detailed moving day activity or the condition of items after transport.

Confidentiality and Data Protection

All complaints will be handled with appropriate confidentiality. Information about your complaint will only be shared with those who need to know in order to investigate and respond. We will handle any personal data you provide in line with our obligations under relevant data protection requirements.

Using Feedback to Improve Our Removal Service

We treat every complaint as an opportunity to review and improve our services. Feedback from customers helps us refine our processes, staff training and communication, so that future moves and transport arrangements are as smooth and reliable as possible. By following this complaints procedure, you assist us in maintaining and raising the standards of our removal services.

Policy Review

This complaints procedure is reviewed regularly to ensure it remains clear, fair and effective. Man with Van Addington reserves the right to amend or update this procedure from time to time to reflect changes in our operations or in relevant regulations governing removal and transport services.