Complaints Procedure
Man with Van Neasden Complaints Procedure
Man with Van Neasden aims to provide a reliable, professional and friendly removal service for every customer. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern with us, how we will respond, and the steps we take to put things right.
Purpose of this Complaints Procedure
This procedure is designed to give customers a clear and fair process for raising complaints related to our man and van and removal services. It sets out how we handle complaints, expected timescales, and the possible outcomes. We use all feedback, including complaints, to improve our service and prevent similar issues in the future.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services where you would like a response or resolution. This can include, for example:
Problems with booking or communication about a move, concerns about punctuality or reliability on the moving day, issues with the way items were handled, loaded, transported or unloaded, damage or loss of items during transit, disagreement about charges or payment, or any aspect of conduct, courtesy or professionalism of our staff or drivers.
If you are unsure whether your issue counts as a complaint, you are still encouraged to raise it with us so we can review and respond appropriately.
How to Make a Complaint
You can make a complaint to Man with Van Neasden in writing. Written complaints help us clearly understand the issue and keep a record of what has happened. When submitting a complaint, please include the following details where possible:
Your full name, the date of your move or service, the address for collection and delivery, a clear description of what went wrong and when it happened, any relevant reference numbers or booking details, and what outcome or resolution you are seeking.
Please make your complaint as soon as possible after the event so we can investigate while information is still recent and accurate.
Initial Acknowledgement
We aim to acknowledge all complaints within three working days of receiving them. Our acknowledgement will confirm that we have received your complaint and will give you an outline of the next steps and expected timescales for a full response.
Our Investigation Process
Once your complaint has been acknowledged, we will investigate the matter thoroughly and fairly. This may include reviewing booking information and service notes, speaking with any drivers or staff involved, checking any records related to the collection and delivery, and asking you for further information or clarification if needed.
We may contact you during the investigation to ensure we fully understand the events and your concerns. All complaints are treated seriously and handled in a respectful and impartial manner.
Response Timescale
We aim to provide a full written response to your complaint within 14 working days of acknowledging it. If, for any reason, we are unable to complete our investigation within this timescale, we will inform you and provide an updated timeframe along with the reason for the delay.
Our Decision and Possible Outcomes
Once the investigation is complete, we will send you a written response explaining:
Our understanding of the complaint and the issues raised, the steps we took to investigate, our findings and conclusion, and any actions we propose to take.
Depending on the circumstances, possible outcomes may include an explanation or clarification, an apology where appropriate, a review or improvement of our procedures, a gesture of goodwill, or consideration of compensation where damage or loss has been demonstrated and falls within our terms and conditions.
If You Are Not Satisfied
If you are unhappy with the outcome of your complaint or feel that it has not been handled fairly, you may ask for your complaint to be reviewed again. In this case, your complaint will be reconsidered, along with any additional information you can provide. We will respond to this further review within 14 working days, wherever reasonably possible.
Time Limits for Complaints
We encourage customers to raise complaints as soon as possible and preferably within 14 days of the service date. Complaints raised later may be harder to investigate thoroughly, especially where detailed records or recollections may no longer be complete. However, we will always consider and review any complaint raised in good faith, even if it is delayed.
Claims for Damage or Loss
Where your complaint relates to damage or loss of items during a move, we may ask for supporting information such as photographs of any damage, descriptions of the items involved, and proof of ownership or value where relevant. All such claims will be considered in line with our general terms and conditions and any applicable limitations of liability. We do not accept responsibility for items that were not adequately packed or were inherently fragile, unless otherwise agreed in writing.
Confidentiality and Data Protection
All complaints are handled in confidence. Information you provide to us in connection with a complaint will only be shared with those who need it to investigate and resolve the issue. We handle personal data in accordance with applicable data protection requirements and retain complaint records only for as long as necessary to manage our services and meet our legal obligations.
Using Feedback to Improve Our Service
We see complaints and feedback as an important source of learning and improvement. Man with Van Neasden regularly reviews complaints to identify recurring issues, service weaknesses and training needs. These reviews help us to improve our moving and removal services for future customers and to maintain high standards of care.
Availability of this Complaints Procedure
This Complaints Procedure is available to all customers and prospective customers of Man with Van Neasden. A copy can be requested at any time. By setting out a clear and fair process, we aim to reassure customers that their concerns will be taken seriously and handled professionally.
