Complaints Procedure
Complaints Procedure for Man with Van Upton Park
Man with Van Upton Park is committed to providing a reliable, professional and courteous removal 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 quickly and improve our service. This page explains how to raise a complaint, how we handle it, and what you can expect from us throughout the process.
Our Commitment to You
We aim to resolve all complaints fairly, transparently and as quickly as possible. Every concern is taken seriously, whether it relates to bookings, conduct of team members, timing, handling of belongings or any other aspect of our removals and delivery work. We use the information you provide to investigate thoroughly and to prevent similar issues in the future.
What Is a Complaint
A complaint is any expression of dissatisfaction about our services that requires a response. This can include, but is not limited to, problems with the moving process, delays, communication issues, loss or damage to items, or the behaviour of drivers and porters. You do not need to use formal language to make a complaint; if you tell us you are unhappy and want us to respond, we will treat it as a complaint.
How to Make a Complaint
You can make a complaint in writing using the contact details provided on our website or any booking confirmation documents. You may also raise concerns verbally with a member of our team at the time of the move or shortly afterwards. We encourage you to submit your complaint in writing wherever possible, as this helps us to understand the issue clearly and keep accurate records.
When making a complaint, please include the following information so that we can investigate efficiently:
The date of your move or booking, the pick-up and delivery locations, a clear description of what went wrong, any relevant details about the vehicle or team who attended, and what outcome you are seeking. Where appropriate, you may wish to provide photographs of any damage or other supporting information.
Time Limits for Making a Complaint
We recommend that you notify us of any concerns as soon as possible after the event. If your complaint relates to loss or damage to goods, it is important that you raise this promptly once you become aware of the issue. While we will always try to help, delays in reporting problems may affect our ability to investigate fully or consider compensation.
What Happens After You Complain
Once we receive your complaint, we will acknowledge it within a reasonable timeframe. We will then review all available information, which may include driver reports, job sheets, photographs, booking details and any communication that took place before, during or after the move.
Where necessary, we may contact you to ask for further information or clarification. We may also speak with staff members involved in the job to gain a complete picture of what happened. Our aim is to carry out this investigation in a fair and objective way.
After completing our investigation, we will respond to you explaining our findings, any steps we have taken to address the issue, and any remedies we are able to offer. This may include an apology, an explanation, corrective action for future work, or where appropriate and justified, a financial settlement subject to our terms and conditions and any applicable insurance arrangements.
Timescale for Response
We aim to provide a full response to straightforward complaints within a reasonable period from the date of acknowledgement. More complex matters, such as those involving detailed assessment of damage or clarification from third parties, may take longer. If we are unable to respond fully within our usual timescale, we will explain the reason for the delay and let you know when you can expect a final response.
Our Approach to Fairness
We handle all complaints in line with our duty to act reasonably and with care. This means we will consider the information you provide, any relevant evidence, and what is set out in our agreed terms and conditions. We do not discriminate against anyone who raises a complaint. Your future access to our services and the way we treat you will not be negatively affected simply because you raised a concern.
Remedies and Compensation
Where we identify that we are at fault, we will look at appropriate remedies. These could include service improvements, corrective work or compensation, taking into account the nature of the issue and any loss or damage that has been reasonably proven. All remedies are assessed in line with our contractual obligations, any declared item values and any insurance or coverage that was in place at the time of the move.
If You Are Not Satisfied
If you are unhappy with our final response, you may contact us again, explaining why you remain dissatisfied and providing any further information you feel is relevant. We will review your concerns and let you know whether we are able to reconsider or whether we have reached the end of our internal complaints process.
Using Feedback to Improve Our Service
Every complaint and piece of feedback helps us to improve the way we manage bookings, plan routes, handle belongings, and communicate with customers across our service area. We review complaints regularly to identify recurring issues and to update our training, procedures and quality controls. Our aim is to reduce the number of problems experienced by customers and to maintain a professional and trustworthy removal and man and van service.
Confidentiality and Data Protection
Information you provide when making a complaint will be handled confidentially and used only for the purposes of investigating and resolving your issue, monitoring service quality and meeting any legal or regulatory obligations. We keep records of complaints in line with our data protection and retention policies.
Contacting Us
Details of how to contact Man with Van Upton Park can be found on our main website and on your booking documentation. When you get in touch, please clearly state that you wish to raise a complaint so that we can ensure it is directed to the appropriate person for review.
We value every customer who chooses our moving and transport services, and we appreciate you taking the time to let us know when something has gone wrong. Your feedback supports our ongoing aim to deliver a dependable and considerate service for every move.
