Complaints Procedure for Man with Van Gidea Park

Man with Van Gidea Park is committed to providing a professional, reliable and friendly removals and man and van service. We aim to resolve any concerns quickly and fairly. This complaints procedure explains how you can raise an issue with us, how we will respond, and what you can expect at each stage of the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear and simple route to express dissatisfaction about any aspect of our service, including home removals, office moves, packing, loading, transport and unloading. It also helps us monitor our performance, identify areas for improvement, and ensure that any mistakes are put right as soon as possible.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the service you have received from Man with Van Gidea Park, whether justified or not. This may include issues such as timeliness of the service, conduct of staff, damage to goods, problems with vehicles, administration errors, or the way in which a previous concern was handled.

We encourage you to tell us about any concerns as early as possible so we have the opportunity to put things right and prevent a recurrence.

Raising an Informal Complaint

In the first instance, we ask that you raise your concern informally with the driver or team leader on the day of the service, or with the person you booked with. Many issues can be resolved immediately through a simple conversation, clarification, or practical adjustment to the work being carried out.

When raising an informal complaint, please provide clear details of what has happened, when it happened, and what outcome you are seeking. We will do our best to resolve the matter on the spot or as soon as reasonably possible.

Making a Formal Complaint

If your concern cannot be resolved informally, or you prefer to make a formal complaint, you should set out your complaint in writing. Written complaints help us understand the issue clearly and keep a proper record of what has been reported.

When making a formal complaint, please include the following information:

Full name of the person who made the booking, address where the service was carried out, date and approximate time of the job, a clear description of the problem, names of any staff involved if known, details of any damage or loss, and what you consider to be a fair resolution.

We recommend submitting your complaint as soon as possible after the event so that details are fresh and any evidence can be easily reviewed.

Acknowledgement of Your Complaint

Once we receive your formal complaint, we will send you a written acknowledgement to confirm that it has been received and logged. This acknowledgement will normally be issued within a reasonable number of working days. It will outline the next steps and provide an estimated time frame for our investigation and response.

How We Investigate Complaints

Your complaint will be reviewed by a person with sufficient authority and independence from the incident concerned. Our investigation may include:

Reviewing booking records, job sheets and any photographs or notes taken by the removal team, speaking with staff members who were present, discussing the matter with you to clarify any details, and assessing whether our policies and procedures were followed correctly.

Where damage or loss is reported, we may request photographs, receipts, or other evidence to help us assess the situation fairly. We may also ask further questions to understand the condition and value of items prior to the move.

Time Frame for a Full Response

We aim to provide a full written response to your complaint within a reasonable and clearly stated time frame from the date of acknowledgement. If the matter is complex and we require more time to investigate, we will inform you of the revised time frame and keep you updated on progress.

Outcome of Your Complaint

After our investigation, we will provide a clear written response setting out:

A summary of your complaint, the steps we have taken to investigate, our findings and conclusions, and any actions we will take as a result.

Where a complaint is upheld, possible outcomes may include an apology, a gesture of goodwill, corrective action to improve our services, staff training or guidance, or, where appropriate and in line with our terms and conditions, consideration of compensation for proven loss or damage.

If You Are Not Satisfied With the Outcome

If you remain unhappy with our final response, you may ask for a review of the decision. In doing so, please explain why you believe the outcome is not fair or does not fully address the issues raised. Your request will be considered by a senior member of our team who was not directly involved in the original investigation where possible.

The review may uphold the original decision, vary it, or propose an alternative resolution. You will receive a written explanation of the outcome of this review.

Our Commitment to Fairness and Improvement

Man with Van Gidea Park views complaints as an important part of quality control for our local and regional removal services. All complaints are dealt with in a confidential, respectful and impartial manner. We do not treat customers differently because they have complained and we will never refuse services purely on the basis that a complaint has previously been made.

We regularly review complaints data to identify patterns and areas where our service can be improved, whether in booking processes, communication, handling of goods, punctuality, or staff training.

Confidentiality and Data Protection

All information provided as part of a complaint will be handled in accordance with relevant data protection requirements. Your details will only be shared within our organisation on a need to know basis for the purpose of investigating and resolving your complaint.

Updates to This Procedure

We may update this complaints procedure from time to time to reflect changes in our operations, legal requirements, or industry best practice. The version available on our website will always be the most current and will apply to all new complaints from the date it is published.