Complaints Procedure for Man and a Van Marylebone
Man and a Van Marylebone is committed to providing a reliable, professional removals and man and van service. We recognise that on rare occasions things may not go as planned. When that happens, we want to resolve issues quickly, fairly and transparently. This complaints procedure explains how you can raise a concern, what we will do, and the standards you can expect from us.
Our Commitment to You
We take every complaint seriously, regardless of its size or nature. Our aims are to:
Listen carefully to your experience and understand what went wrong from your perspective.
Respond in a clear, timely and respectful manner.
Investigate complaints thoroughly and objectively.
Offer a suitable resolution where we have fallen short of our standards.
Use feedback to improve our removals and man and van services for future customers.
What This Complaints Procedure Covers
This procedure covers complaints relating to our removal and man and van services, including but not limited to:
Service quality, punctuality and conduct of our team.
Handling, loading, unloading or transporting of your belongings.
Communication before, during or after your booking.
Disputes about charges, quotations or invoicing.
Any aspect of the customer experience connected to your move or delivery.
This procedure does not cover issues that are more appropriately dealt with as insurance claims, such as damage or loss that falls clearly within the terms and conditions of an insurance policy. However, we will still guide you on the correct process where applicable.
How to Make a Complaint
You can raise a complaint using any written method you prefer. You may contact us through our usual communication channels as set out on our website or booking documentation. When submitting your complaint, please provide:
Your full name and any booking reference.
The date of your move or service.
A clear description of what went wrong and when it happened.
Details of any team members or vehicles involved, if known.
Any supporting information, such as photographs or copies of documents.
What outcome or resolution you are seeking, where appropriate.
Providing this information helps us investigate efficiently and respond more accurately.
Timescales for Raising a Complaint
To enable us to investigate effectively, we encourage you to raise any complaint as soon as possible after the event, ideally within 14 days of your move or service date. Complaints made after a longer period may be more difficult to investigate fully, as details and records may be less readily available.
Our Complaints Handling Stages
Stage 1: Acknowledgement
Once we receive your complaint, we will acknowledge it in writing. We aim to do this within 3 working days. The acknowledgement will confirm that we have received your complaint and explain the next steps in the process.
Stage 2: Investigation
A senior member of our team will review the details of your complaint. This may include:
Checking booking records, job sheets and schedules.
Speaking with the staff involved in your move or service.
Reviewing photographs, correspondence or other supporting evidence.
Looking at our terms and conditions and any relevant policies.
We aim to complete our investigation and provide a full response within 14 working days of acknowledging your complaint. If the matter is complex and we need more time, we will inform you of the reason for the delay and when you can expect a full reply.
Stage 3: Our Response
After we have completed our investigation, we will send you a written response that includes:
A summary of your complaint as we understand it.
The findings of our investigation.
Any conclusions we have reached.
Details of any proposed remedy or steps we will take.
Possible outcomes may include:
An apology and explanation.
A corrective action, such as updating records or procedures.
A gesture of goodwill where appropriate.
Guidance on how to pursue an insurance claim where relevant and applicable.
Stage 4: Escalation
If you are not satisfied with our Stage 3 response, you may request that your complaint be reviewed again. In your escalation request, please explain why you remain dissatisfied and what you believe has not been addressed. A different senior person, not directly involved in the original investigation, will review the case where possible.
We aim to provide a final written response to escalated complaints within 14 working days of receiving your escalation request. This will set out our final position on the matter.
Fairness and Confidentiality
We handle all complaints fairly and without prejudice. Your complaint will not affect your right to use our services in the future. All information provided will be treated in confidence and used only for the purposes of investigating and resolving the complaint, and for training or service improvement where relevant.
Working With Third Parties
In some moves or delivery jobs, we may work with third party providers, partners or subcontractors. If your complaint involves a third party, we may need to liaise with them as part of the investigation. We will manage this process on your behalf wherever possible and keep you updated on progress. However, certain aspects may be subject to the third party's own policies and procedures.
Using Feedback to Improve Our Service
Every complaint, whether minor or significant, is an opportunity for us to review and improve the way we operate. We regularly assess complaint trends to identify any patterns or recurring issues. Where we identify areas for improvement, we may:
Refine our booking and communication processes.
Provide additional staff training on handling goods and customer service.
Update internal procedures for planning and carrying out removals.
Review our terms, conditions and guidance for customers.
Alternative Dispute Resolution
If, after following our complaints procedure, you remain dissatisfied, you may have the option to seek independent advice or pursue alternative dispute resolution, depending on the nature of the issue. Any external escalation routes will depend on the specific circumstances of your complaint and any applicable consumer protection laws. While we cannot provide legal advice, we will always try to cooperate reasonably with any authorised dispute resolution body, where relevant.
Review of This Procedure
Man and a Van Marylebone keeps this complaints procedure under regular review to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our services, industry practices or legal requirements. The version published on our website or supplied to you at the time of your booking will normally apply to your complaint.
We value your feedback and appreciate the time you take to tell us about your experience. Your comments help us continue to enhance our removal and man and van services for customers in our service area.
