Complaints Procedure for Man with Van The Hale

Man with Van The Hale aims to deliver a reliable, professional and courteous removal service on every job. We recognise, however, that concerns can occasionally arise. This Complaints Procedure explains how you can raise an issue, how we will respond, and the steps we take to resolve matters fairly and efficiently.

Purpose and Scope of this Procedure

This procedure applies to all customers who use our man and van and removal services. It covers issues related to bookings, communication, conduct of staff, service quality, punctuality, handling of goods and any other aspect of our moving services. We use feedback and complaints to review our performance and make improvements where required.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you would like a response or resolution. This may include, but is not limited to:

Concerns about how your belongings were handled or transported. Disputes about charges, quotations or invoicing. Issues with the timing of collections or deliveries. Concerns about the behaviour, attitude or professionalism of our team. Dissatisfaction with communication, updates or aftercare. We encourage you to raise concerns as early as possible so we can address them promptly.

How to Raise a Complaint

You may raise a complaint verbally or in writing. While we will always attempt to resolve matters raised verbally, we recommend that you set out any complaint in writing so that it can be recorded clearly and reviewed thoroughly. When submitting a complaint, please include:

Your full name and the address where the service was provided. The date of the move or booking. A clear description of the issue, including relevant times, locations and any people involved. Details of any damage, loss or disruption you believe occurred. Any supporting information, such as photographs or reference numbers. What outcome or resolution you are seeking, if known.

Time Limits for Submitting Complaints

To allow us to investigate properly, we ask that complaints are raised as soon as reasonably possible. Where your complaint relates to damage or loss of items, please notify us as soon as you become aware of the issue. Prompt reporting helps us assess the circumstances, speak to the removal team involved and take appropriate action.

Our Complaints Handling Stages

We follow a structured process to make sure each complaint is handled consistently and fairly.

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. Where you have provided written details, we will confirm that your complaint has been logged and will explain the next steps.

Stage 2: Investigation

Your complaint will be reviewed by a person with appropriate responsibility within Man with Van The Hale. The investigation may include:

Reviewing your booking details, job notes and any relevant documentation. Speaking with the removal team or staff involved. Considering any photographs or evidence you have provided. Assessing our policies and service standards relevant to your concerns.

Stage 3: Response and Outcome

After we have completed our investigation, we will provide a response explaining:

Our understanding of the complaint. The findings of our investigation. Any decision reached and the reasons for it. Any proposed resolution or remedial action. We aim to respond within a reasonable period, taking into account the complexity of the issue and the need to gather accurate information.

Possible Resolutions

Where a complaint is upheld in full or in part, we may offer one or more of the following, depending on the circumstances:

An apology and explanation of what went wrong. Practical steps to put things right where possible. A goodwill gesture, where appropriate. Steps to prevent a similar issue occurring again, such as staff training or process changes. Any settlement relating to loss or damage will be considered in line with our terms and conditions and any applicable limitations or exclusions.

Escalation of Your Complaint

If you are not satisfied with our initial response, you may ask for your complaint to be reviewed again. When requesting an escalation, please explain why you remain dissatisfied and what outcome you are seeking. A more senior person within Man with Van The Hale will review the previous handling of your complaint, the evidence collected and any further information you provide before issuing a final response.

Your Responsibilities When Making a Complaint

To help us handle your complaint effectively, we ask that you:

Provide accurate, complete and honest information about the issue. Treat our staff with respect throughout the process. Respond to any requests for additional information in a timely manner. Retain any relevant documents or photographs that may assist the investigation. We reserve the right to end communication where correspondence becomes abusive, threatening or unreasonably persistent.

Confidentiality and Data Protection

All complaints are handled confidentially and in accordance with applicable data protection laws. Information about your complaint will only be shared with those who need it to investigate and resolve the matter, or where we are required to disclose it by law.

Using Complaints to Improve Our Service

We take all complaints seriously and view them as an opportunity to improve our removal services. Where appropriate, we may analyse trends, review our procedures, update staff training or make operational changes to reduce the risk of similar issues occurring in the future.

Review of this Complaints Procedure

Man with Van The Hale may update this Complaints Procedure from time to time to reflect changes in our services, operational practices or legal requirements. The version in force at the time you raise your complaint will apply to the handling of your case.