Complaints Procedure
Complaints Procedure for Man with Van Upminster Bridge
Man with Van Upminster Bridge is committed to providing reliable, professional and respectful removal and man and van services. We recognise that, on occasion, things can go wrong. When this happens, we want to know about it so that we can put matters right quickly and improve our service for the future.
This complaints procedure sets out how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage. It applies to all customers using our moving, collection, delivery and associated removal services.
1. Purpose and scope of this complaints procedure
The purpose of this procedure is to provide a clear and fair process for dealing with complaints about our services, staff, vehicles, conduct, communication or charges. It covers issues relating to bookings, collection and delivery, timing, handling of goods, behaviour of team members and quality of service received.
This procedure does not cover employment disputes, matters that are subject to legal proceedings, or issues that have already been fully investigated under this policy unless new, relevant information becomes available.
2. Our commitment to you
When you raise a complaint with Man with Van Upminster Bridge, you can expect that we will:
Listen to your concerns and treat them seriously.
Handle your complaint in a professional, impartial and respectful manner.
Acknowledge and respond within reasonable timescales.
Investigate the matter thoroughly and fairly.
Explain our findings clearly and in plain language.
Where appropriate, offer a suitable remedy or explanation.
Use what we learn from complaints to improve our removal services.
3. How to make a complaint
You can make a complaint as soon as possible after the issue arises, so that we have the best opportunity to investigate. Please include as much detail as you can, such as the date and time of your move or booking, the collection and delivery locations, the names of any staff if known, and a clear description of what went wrong and what outcome you are seeking.
Complaints should be submitted in writing so that we have a clear record of your concerns. You may contact us through the usual communication channels provided at the time of booking or on our customer documentation.
If you find it difficult to put your complaint in writing, you may raise it verbally. In this case, we will make our own written record of the details and may ask you to confirm that it is accurate.
4. Time limits for making a complaint
You should normally raise your complaint within 14 days of the date of your move or the event you are complaining about. For issues involving potential damage to property or goods, we ask that you notify us as soon as you become aware of the problem.
We may still consider complaints made after this time if there is a good reason for the delay, but our ability to investigate may be reduced where significant time has passed.
5. Initial review and acknowledgement
Once we receive your complaint, we will log it and carry out an initial review. We will acknowledge receipt within a reasonable time frame, usually within five working days. Our acknowledgement will confirm that we have received your complaint and explain the next steps, including who will be handling the matter.
6. Investigation process
An appropriate member of our team will investigate your complaint. This may involve:
Reviewing your booking details, job notes and any relevant documentation.
Speaking with the staff involved in your move or service.
Considering any photographs, correspondence or other evidence you provide.
Assessing whether our usual procedures were followed and whether our service met our expected standards.
We aim to complete our investigation and provide you with a full response within 20 working days of acknowledging your complaint. If the matter is complex and we need more time, we will let you know and provide an updated timeframe.
7. Our response and possible outcomes
At the end of the investigation, we will send you a written response setting out:
A summary of your complaint.
The steps we took to investigate the matter.
Our findings and conclusions.
Any actions we have taken or propose to take.
Where your complaint is upheld in full or in part, we may offer one or more of the following, depending on the circumstances:
An explanation and, where appropriate, an apology.
Practical steps to put things right, where possible.
Service improvements to reduce the likelihood of a similar issue occurring in future.
Any offers of financial remedy will be considered in line with our terms and conditions and any applicable insurance or liability provisions associated with our removal services.
8. If you remain dissatisfied
If you are not satisfied with the outcome or the way your complaint has been handled, you may request a further review. In doing so, you should explain why you remain unhappy and what you would like us to reconsider.
Your request will be looked at by a more senior member of our team who was not directly involved in the original investigation where possible. They will review the handling of your complaint, the evidence considered and the conclusion reached. We will then provide a final response explaining whether we uphold, vary or overturn the original decision.
9. Unreasonable or abusive behaviour
Most customers use this complaints procedure in a reasonable and constructive way. However, we reserve the right to manage contact differently where behaviour is abusive, aggressive or persistent in a way that is unfair to our staff or prevents us from dealing with other customers. In such cases, we may limit communication to certain channels or, in extreme cases, cease communication once our final position has been explained.
10. Confidentiality and data protection
All complaints will be handled in confidence and in accordance with applicable data protection requirements. Information about your complaint will only be shared with those who need it to investigate and respond. Records of complaints are kept securely and used to monitor service quality and help us improve our moving and man and van operations.
11. Continuous improvement
We value feedback from our customers across the local area and beyond. Complaints and comments are reviewed regularly to identify trends and areas where training, process changes or additional safeguards may be required. By raising your concerns with Man with Van Upminster Bridge, you help us maintain and enhance the standard of our removal and transport services for all customers.
