Complaints Procedure

Man and Van Acton Complaints Procedure

Man and Van Acton aims to provide a reliable and professional removals and man and van service. 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 what you can expect at each stage. Our goal is to resolve issues fairly, consistently and as quickly as possible.

Scope of this Complaints Procedure

This procedure applies to complaints about our man and van, house removals, office moves, packing, loading, transport and delivery services. It covers the standard of service you receive, the conduct of our staff or contractors, and any problems arising during bookings, payments, or the moving process.

This procedure does not cover general enquiries, requests for quotes, or routine service feedback that does not involve a concern or dissatisfaction. However, if feedback reveals a problem that needs to be investigated, we may handle it through this complaints process.

Our Commitments When Handling Complaints

When you raise a complaint with Man and Van Acton, we commit to:

Listening carefully to your concerns and treating you with respect and courtesy at all times.

Taking every complaint seriously and assessing it on its individual facts.

Investigating what happened in a fair, objective and timely manner.

Keeping you informed about the progress of your complaint and any steps we are taking.

Providing a clear explanation of the outcome and any actions or remedies we can offer.

Using your feedback to improve our removal services and prevent similar issues in future.

How to Make a Complaint

You can raise a complaint as soon as you become aware of a problem. It is helpful if you do this as soon as possible after the move or incident so that we can investigate while the details are still clear.

When making a complaint, please provide the following information:

Your full name and the name under which the booking was made.

The date of your move or scheduled service.

The address or locations involved in the move.

A clear description of what went wrong and when it occurred.

Details of any damage, loss, delay or other issue you experienced.

Any supporting information, such as photographs, item lists or reference numbers.

What outcome or resolution you are seeking, if you have a preference.

Initial Resolution at the Time of Service

Where possible, we encourage you to raise concerns at the time of service with the team on site. Many issues relating to removals, loading, parking, timing or handling can be addressed immediately by the crew, reducing disruption to your move.

If the team on site cannot resolve the issue to your satisfaction, or if you prefer not to discuss it at the time, you can make a formal complaint through our office using this procedure.

Stages of the Complaints Process

Our complaints process is divided into clear stages to ensure that your concern is managed fairly and consistently.

Stage One: Acknowledgement and Initial Review

Once we receive your complaint, we will log it in our internal system and assign it to a member of staff for review. We aim to acknowledge receipt within a reasonable period of time. In this acknowledgement, we will confirm that we have received your complaint and explain the next steps.

We may contact you for further information or clarification if your complaint is not clear or if more detail is needed to understand the situation fully. Providing prompt and complete information will help us progress your complaint more quickly.

Stage Two: Investigation

During the investigation stage, we will gather all relevant information about your complaint. This may include:

Reviewing your booking details, job notes and any written communications.

Speaking with the crew members or staff involved in your move.

Reviewing any photographs, inventories, or condition reports that are available.

Considering any relevant policies, terms and conditions or insurance information.

We will assess what occurred, whether our service met our standards, and whether any errors or failures took place during your removal or transport service.

Stage Three: Response and Outcome

Once the investigation is complete, we will provide you with a clear response. This will explain:

Our understanding of your complaint and the facts we have established.

Whether we uphold the complaint in full, in part, or do not uphold it.

The reasons for our decision, based on the evidence available.

Any actions we will take to put things right, where appropriate.

Possible outcomes may include an explanation or apology, practical steps to correct an issue, service adjustments, or other remedies in line with our policies and obligations. Where damage or loss is involved, any settlement will be considered in accordance with the relevant terms and conditions and any applicable insurance arrangements.

Escalating Your Complaint

If you are not satisfied with the outcome at Stage Three, you may request that your complaint be reviewed at a higher level within Man and Van Acton. When you ask for escalation, please explain why you believe the initial decision was not correct or complete, and provide any additional information you feel is relevant.

The escalated review will focus on whether the complaint was handled fairly, whether all relevant information was considered, and whether the decision reached was reasonable based on the facts.

Timeframes for Handling Complaints

We aim to handle complaints promptly and will always try to resolve straightforward issues quickly. More complex cases, such as those involving multiple properties, long-distance removals, extensive damage, or conflicting accounts, may require additional time.

If we anticipate that our investigation will take longer than usual, we will let you know and provide an indication of when you can expect a full response. We may also update you during the process if there are any significant developments.

Recording and Using Complaint Information

We keep a record of complaints raised about our moving and man and van services. This helps us monitor the quality of our work across different jobs and locations and identify patterns or recurring issues. We review complaint data regularly to improve staff training, refine our procedures and enhance the overall customer experience.

Any personal information you provide during the complaints process will be handled in line with our privacy and data protection obligations. We will use your information only for managing your complaint, improving our services and complying with any legal requirements.

Feedback and Continuous Improvement

We value honest feedback from our customers, whether it is positive or negative. Complaints help us identify where our removals and transport services may fall short of expectations, so that we can make practical improvements. By following this Complaints Procedure, we aim to resolve issues fairly and maintain the trust of customers who rely on Man and Van Acton for their move.