Man with Van North Ockendon Complaints Procedure

This complaints procedure explains how Man with Van North Ockendon manages concerns and complaints about our man and van and removal services. Our aim is to resolve issues quickly, fairly and transparently, and to use feedback to improve how we operate.

Our Commitment to You

We are committed to providing a reliable, professional service for customers using our local and longer-distance moving services. If something goes wrong, we want to know about it so we can put matters right where possible and prevent similar problems in future.

We will treat every complaint seriously, keep information confidential where appropriate, and handle each case with courtesy and respect. We will not treat any customer differently for raising a concern in good faith.

What This Procedure Covers

This procedure covers complaints about:

• Service quality during collections, loading, transport or delivery
• Conduct or behaviour of our drivers, porters or coordinators
• Timekeeping, punctuality and communication about appointments
• Administration of bookings, including changes and cancellations
• Handling of items and concerns about damage or loss
• How we have applied our agreed terms and conditions

This procedure is not designed to replace your statutory rights. Those rights apply in addition to the steps set out here.

How to Raise a Complaint

You can make a complaint verbally or in writing. We encourage customers to set out their concerns clearly, giving as much detail as possible so we can understand the issue and investigate it thoroughly.

When making a complaint, please try to include:

• Your full name and the address where the service took place
• The date and approximate time of the move or collection
• A description of what went wrong and who was involved
• Any relevant reference number or booking details
• Any photographs or supporting information you wish to provide
• What outcome you are seeking, where this is known

If you raise a concern in person or by phone at first, we may ask you to confirm key details in writing so that we have an accurate record of your complaint.

Time Limits for Complaints

We ask that you raise complaints as soon as reasonably possible after the issue occurs. This gives us the best chance to investigate thoroughly and to secure any relevant information or evidence.

If your complaint relates to possible loss or damage to items, please tell us as soon as you become aware of the issue. Where practicable, we recommend that any such concerns are raised within a short period following delivery so we can examine the circumstances clearly.

How We Handle Your Complaint

Once we receive your complaint, we will follow these general steps:

1. Acknowledgement: We will acknowledge receipt of your complaint and confirm that it is being reviewed. Where possible, we will give an indication of when you can expect a fuller response.

2. Initial Review: We will review the information provided and may contact you to clarify certain points or to request additional details. We may also speak with staff members who were involved and check our internal records relating to your booking.

3. Investigation: Where the matter requires a more detailed investigation, we will examine relevant notes, schedules, photographs and any other information that helps us understand what happened and why.

4. Response: After we have completed our review, we will provide you with a written response. This will usually set out our understanding of the complaint, the steps taken to investigate, our findings and any proposed resolution.

Timescales for Responses

We aim to acknowledge complaints promptly and to provide a full response within a reasonable period, depending on the complexity of the issue. Straightforward concerns can often be addressed quickly, while more complicated matters may take longer to investigate.

If we cannot provide a full response within our usual time frame, we will keep you informed of progress and explain the reasons for any delay.

Possible Outcomes and Remedies

Where our investigation shows that we have not met our usual standards, we will consider appropriate steps to put matters right. Depending on the circumstances, this may include:

• An explanation or apology
• Practical steps to correct an error where possible
• Reviewing or adjusting charges where appropriate
• Considering a goodwill gesture where justified by the findings
• Making changes to our processes or staff training

Any remedy will take account of the specific facts, our terms and conditions, and any relevant legal obligations.

If You Are Not Satisfied

If you remain unhappy after receiving our response, you can ask for your complaint to be reviewed again. In that case, a more senior member of our team will reassess the matter where possible, taking into account any additional information you wish to provide.

We will then give you a further, final response. If you are still dissatisfied, you may wish to take independent advice on your rights and options.

Using Complaints to Improve Our Service

We review complaints regularly to identify patterns and areas where our man and van and removal services can be improved. This may include updating our procedures, providing further staff training or adjusting how we plan and manage moves for customers.

By raising concerns, you help us to maintain and improve the quality, safety and reliability of services we offer across our operating area.

Confidentiality and Data Protection

We will handle your complaint and any related personal information in line with our data protection obligations. Information will be shared internally only with those who need to know in order to investigate and respond to your concerns. We will retain records of complaints in accordance with our retention policies and applicable law.

Review of This Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, effective and aligned with our responsibilities as a removal and man and van service provider. Updated versions will apply to complaints raised after the date of any change.

If you have any questions about this complaints procedure or how it applies to your situation, you can contact us using your preferred communication method and we will be happy to explain the process in more detail.