Complaints Procedure
Man with Van Whitton Complaints Procedure
Man with Van Whitton is committed to providing a reliable and professional removal service for customers moving home, office or individual items. We recognise that, on occasion, things may go wrong. When they do, we want to know about it and put matters right quickly and fairly. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.
Our Commitment to You
We aim to deliver a straightforward and transparent process for handling complaints about our moving and transport services. Our key commitments are to:
Listen carefully to your concerns and treat every complaint seriously and respectfully. Record all relevant details so that we fully understand the issue. Investigate what happened in a fair and objective way. Provide a clear and timely response, with an explanation and, where appropriate, a proposed resolution. Use feedback to improve our services and reduce the likelihood of similar issues occurring in the future.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, contractors, vehicles, charges, or communication, where you would like a response or resolution. This may include:
Concerns about the handling, loading, unloading or transport of your belongings. Issues relating to punctuality, cancellations, or missed appointments. Disputes over pricing, quotations, or final charges. Dissatisfaction with the conduct, attitude, or behaviour of our team. Problems with documentation, service descriptions, or the information you were given before or during your move.
If you are unsure whether your issue is a complaint, you are still encouraged to contact us. We will let you know how it will be handled and what the next steps are.
How to Make a Complaint
You can raise a complaint in writing or verbally. Written complaints are usually easier for us to review in detail and help to avoid misunderstandings, but we will respond to complaints made in any reasonable way.
When making a complaint, please provide the following information wherever possible:
Your full name and the address where the service was provided. The date of your move or scheduled service. A clear description of the problem, including what happened, when it happened, and who was involved. Any supporting information, such as inventory notes, photographs of damage, or copies of written estimates. Details of what outcome or resolution you are seeking, for example, an explanation, an apology, a service review, or compensation in line with any applicable terms and conditions.
We encourage you to raise any concerns as soon as possible after the event, so that we can investigate effectively while details are still fresh and relevant records are readily available.
Timescales for Handling Complaints
We will aim to acknowledge receipt of your complaint within a reasonable period of time. In most cases, we expect to confirm that we have received your complaint and have started our review within a few working days.
We will then investigate your complaint and provide a full response as promptly as we can. The time required may vary depending on the complexity of the issue, the availability of staff for interviews, and the need to review documentation, photographs, route logs or other records. Where a full response cannot be given quickly, we will keep you informed of progress and provide an estimated timeframe for the outcome.
How We Investigate Complaints
Each complaint is reviewed by a responsible member of our team who has not been directly involved in the incident, wherever practicable. The investigation may include:
Reviewing the details you have provided and any relevant service agreements. Talking to the staff or contractors involved in your move or delivery. Examining job sheets, inventories, schedules, and any incident reports. Considering whether our agreed processes and standards were followed. Assessing whether any external factors played a part, such as access restrictions, parking, or customer instructions.
We will then decide whether the complaint is upheld in full, upheld in part, or not upheld, and identify any appropriate actions or remedies.
Our Response and Possible Outcomes
When the investigation is complete, we will send you a clear written response. This will normally include:
A summary of your complaint and the issues we considered. The findings of our investigation. Our decision on whether the complaint is upheld in full, upheld in part, or not upheld. Any steps we have already taken or will be taking to address your concerns. Any offers of remedy we consider appropriate in line with our terms and conditions and any relevant limitations of liability.
Remedies may include an apology, an explanation, service review, corrective action on future bookings, or financial redress where appropriate and supported by evidence. Every situation is considered on its own facts and in accordance with our contractual obligations.
If You Are Not Satisfied
If you do not agree with the outcome of your complaint, you can ask for your case to be reviewed again. When requesting a further review, please explain why you believe the original decision was incorrect or incomplete, and provide any new information you would like us to consider.
A more senior member of our team will reassess your complaint, the original investigation, and any additional details. We will then provide a final response, setting out our position and the reasons for it.
Using Feedback to Improve Our Service
Every complaint, whether large or small, is treated as valuable feedback for Man with Van Whitton. We regularly review complaints and concerns raised about our removal and transport services to identify patterns and areas where we can improve. This may lead to updated staff training, changes to our procedures for packing and loading, improvements to our booking and quotation process, or clearer communication with customers before and during their move.
By following this complaints procedure, we aim to handle each issue fairly and consistently, while continually strengthening the quality and reliability of our services for customers in our operating area.
