Complaints Procedure for Man with Van Seven Sisters

Man with Van Seven Sisters is committed to providing a reliable, professional moving service. We recognise that occasionally things may not go as planned. This Complaints Procedure explains how you can raise a concern about our removal services, how we will deal with it, and what you can expect from us at each stage.

Our Commitment to You

We aim to handle all complaints promptly, fairly, and consistently. We use the feedback we receive to improve our man and van and removal services, from local moves to larger household or office removals. Every complaint is taken seriously and is treated with respect and confidentiality.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service, staff, vehicles, charges, handling of your belongings, or the way we have communicated with you. This can include issues such as delays, behaviour of team members, lost or damaged items, or disagreements about the work carried out or the price charged.

We also welcome general feedback and suggestions, even if you do not wish to make a formal complaint. However, this procedure specifically covers how we respond to complaints where you would like an investigation and a clear outcome.

How to Make a Complaint

You can raise your complaint verbally or in writing. To help us investigate quickly and accurately, please provide the following information when you first contact us:

The date of your move or booking, your full name, and the collection and delivery addresses. Please also include a brief description of what went wrong, when it happened, and who was involved if you know their names. If your complaint relates to loss or damage to items, please describe the items and the nature of the damage as clearly as possible. You may also wish to provide any supporting evidence you have, such as photographs, job references, or payment confirmations.

If you raise your complaint verbally, we may ask you to confirm certain details in writing so that we have an accurate record of your concerns.

Time Limits for Making a Complaint

We encourage you to tell us about any problem as soon as possible so that we can resolve it quickly. For issues involving damage or loss of belongings, we ask that you contact us within a reasonable time of the move being completed, allowing us to investigate effectively while details are still recent.

Our Complaints Handling Stages

We handle complaints in clear stages so you always know what is happening.

Stage One: Initial Response. Once we receive your complaint, we will acknowledge it as soon as we can. We will confirm that we have received your concerns and explain the next steps. Where possible, we will try to resolve straightforward issues immediately at this stage.

Stage Two: Investigation. If your complaint requires further review, it will be passed to a team member with responsibility for handling complaints. They will investigate what happened by reviewing job records, speaking with staff involved in your move, and assessing any evidence you have provided. We may contact you to request further details or clarification.

Stage Three: Outcome and Resolution. After we have completed our investigation, we will let you know the outcome and any actions we propose to take. This may include an explanation or apology, steps to put things right where possible, and measures to prevent similar issues in future. We will provide clear reasons for our decision based on the information available.

Timescales for Responses

We aim to respond to complaints as promptly as we reasonably can. Simple issues may be resolved within a short period, while more complex matters, especially those involving claims for damage or loss, may take longer to investigate properly. If we anticipate that an investigation will take more time, we will keep you informed of progress and provide an indication of when you can expect a further update or final response.

Your Responsibilities During the Process

To help us deal with your complaint effectively, we ask that you provide honest and accurate information, respond to our questions in a timely manner, and keep any evidence you may have, such as photographs or packing materials, where relevant. We also ask that all communication remains respectful; our staff are expected to treat you courteously and we expect the same in return.

Possible Outcomes and Remedies

Depending on the nature of your complaint and the results of our investigation, possible outcomes may include an explanation or clarification of events, an apology, practical steps to correct a problem where this is possible, and review of our procedures or staff training to avoid similar issues in the future. In some situations, we may address concerns about charges or consider appropriate goodwill gestures. Any remedy will be based on the circumstances of the case and our terms of service.

Data Protection and Confidentiality

All complaints are handled in line with our approach to privacy and data protection. We will only share details of your complaint with staff who need the information in order to investigate or respond. We do not disclose your personal information to third parties in connection with a complaint unless required or permitted by law.

Continuous Improvement

Feedback from customers using our man and van removal services is used to improve our work. We review complaints regularly to identify patterns, training needs, or changes needed to our procedures, vehicles, or handling of items. By raising your concerns with us, you help us to provide a better, more reliable moving service for all customers.

Review of This Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair, and effective. Any updates will apply to future complaints and will be made with the aim of improving our service and responsiveness.