Complaints Procedure
Complaints Procedure For Man with Van Shooters Hill Customers
This complaints procedure explains how customers of Man with Van Shooters Hill can raise concerns about our services and how we will handle and resolve those concerns. It applies to all removal and man and van work we carry out, including home moves, office moves, collection and delivery, and related transport services.
Our Approach To Complaints
We aim to provide a reliable, careful and efficient removal service. However, we recognise that problems can occasionally occur. When they do, we are committed to dealing with them fairly, promptly and transparently. We treat every complaint as an opportunity to put things right and to improve our services for future customers.
What Counts As A Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, which requires a response. This may include, for example, concerns about punctuality, handling of goods, staff conduct, communication, charges, or how we have carried out any agreed removal or man and van service.
How To Make A Complaint
You can make a complaint in writing. When raising a complaint, please provide as much information as possible so we can understand and investigate the issue. It is helpful if you include:
• Your full name and the address where the service was carried out
• The date of your move or booking
• A clear description of what went wrong
• Any relevant job or reference numbers you were given
• Details of any losses, damage or additional costs you believe you have suffered
• What outcome or resolution you are seeking
If your complaint relates to damage or loss of goods, please include a description of the items involved, photographs if available, and any supporting information about their condition before the move.
Time Limits For Complaints
To help us investigate effectively, we ask that you raise any complaint as soon as reasonably possible after the service is provided. If your complaint involves damage or loss of items, you should notify us in writing as soon as you become aware of the issue. Delays in reporting may affect our ability to investigate fully or to verify what has occurred.
What Happens After You Complain
Once we receive your complaint, we will follow a clear process to review it and respond.
1. Acknowledgement: We will acknowledge your complaint in writing. In this acknowledgement, we will confirm that we have received your concerns and explain the next steps in the process.
2. Investigation: We will review your complaint carefully. This may include checking booking records, job sheets, route details, photographs and any other relevant documentation. We may also speak with the team members who carried out the work and with you, if we need further information or clarification.
3. Assessment: We will assess the information gathered and decide whether your complaint is upheld in full, upheld in part or not upheld. We will consider whether our service met the standard we aim to provide and whether we followed our terms and conditions.
Our Response And Possible Outcomes
After we have completed our investigation, we will send you a written response setting out:
• A summary of your complaint
• The findings of our investigation
• Our decision on whether the complaint is upheld
• Any action we propose to take
Depending on the circumstances, outcomes may include an explanation or apology, practical steps to put things right, service improvements, a goodwill gesture, or, where appropriate and in line with our terms, a financial settlement for proven loss or damage. Any offer of compensation will be made with reference to our terms and conditions, the value and condition of the items, and any applicable limits or exclusions.
Timeframe For Resolving Complaints
We aim to complete our investigation and issue a full written response within a reasonable time. Complex complaints, or those involving multiple parties or extensive evidence, may take longer to resolve. If we need extra time, we will let you know and keep you updated on progress.
Providing Evidence And Access
To investigate fairly, we may ask you for additional information, such as photographs, receipts, valuations or reports relating to any alleged damage or loss. If an item has been damaged, you should keep it safely and not dispose of it until the complaint has been resolved, as we may need to inspect it or request further evidence.
Fairness And Respect
We expect all parties to act respectfully throughout the complaints process. Our team will handle your complaint professionally and without discrimination. We ask that customers engage with us calmly and provide honest and accurate information so that we can reach a fair outcome.
Learning From Complaints
We regularly review complaints to identify patterns and areas where our removal and man and van services can be improved. This may lead to changes in staff training, operational procedures, packing practices, scheduling, or communication with customers. Our aim is to reduce the likelihood of similar issues occurring in the future.
If You Are Not Satisfied With The Outcome
If you are unhappy with our final response, you may contact us again in writing to explain why you disagree and provide any additional information you feel is relevant. We will review your comments and let you know whether any further action will be taken. While this internal review is not a separate formal stage, we will consider any new material you provide before confirming our position.
Updates To This Complaints Procedure
We may update this complaints procedure from time to time to reflect changes in our services, legal requirements, or best practice within the removals and transport sector. The version published on our legal and policy information will be the one currently in force and will apply to complaints raised at that time.
