Complaints Procedure for Man with Van St John's Wood

Man with Van St John's Wood is committed to providing reliable, professional removal services to all customers. We take any concerns or complaints very seriously and view them as an opportunity to review and improve our service. This Complaints Procedure explains how you can raise an issue with us, how we will respond, and what you can expect at every stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for handling complaints about our moving and transport services. It is designed to:

Ensure customers know how to raise a complaint.

Explain how we will investigate and respond.

Set realistic timeframes for each stage of the process.

Promote a consistent, transparent and professional approach to complaint handling.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of our service, including but not limited to:

Quality of moving, loading, unloading or transport services.

Conduct, attitude or professionalism of staff or drivers.

Damage to property or belongings associated with our services.

Missed, delayed or altered bookings and appointments.

Charges, billing issues or clarity of quotations and invoices.

Communication, including response times and information provided.

We encourage you to raise concerns as early as possible so that we have the opportunity to resolve matters quickly and informally where appropriate.

How to Make a Complaint

You can submit a complaint in writing. Written complaints help us understand the issue clearly and create a record for both you and our team. When making a complaint, please provide as much detail as possible, including:

Your full name.

The date the service was carried out and any booking reference if available.

A clear description of what went wrong or did not meet your expectations.

Details of any conversations you have already had with our team about the issue.

What you would consider a fair resolution, if you have a preferred outcome.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will:

Record the complaint in our internal system.

Assign it to an appropriate person for review, who was not directly responsible for the issue wherever possible.

Acknowledge receipt of your complaint within a reasonable period, usually within five working days.

In our acknowledgement, we will confirm we have received your complaint and inform you of the next steps and expected timescales for our response.

Stage Two: Investigation and Response

We will carry out a fair and thorough investigation into your complaint. This may include:

Reviewing booking details, job sheets and schedules.

Speaking with staff or drivers involved in the service.

Assessing any images, evidence or documents provided by you.

Considering our internal policies, terms and conditions and industry standards.

We aim to provide a full written response to your complaint within twenty working days of acknowledging it. If, due to the complexity of the matter, we need more time, we will inform you and provide an updated timescale.

Our written response will normally include:

A summary of your complaint as we understand it.

Details of the investigation carried out.

Our findings and conclusion.

Any proposed resolution or remedial action.

Possible Outcomes and Resolutions

Depending on the nature of the complaint and the findings of our investigation, possible outcomes may include, where appropriate:

An explanation or clarification of what happened.

An apology where we have fallen short of our expected standards.

Corrective action, such as service improvements or staff training.

Review of internal processes to prevent a recurrence of the issue.

Consideration of goodwill gestures where reasonably justified.

Any offer of redress or gesture of goodwill is at the discretion of Man with Van St John's Wood, taking into account the circumstances and evidence available.

Stage Three: Further Review

If you are not satisfied with the outcome at Stage Two, you may request a further review. To do so, you should respond in writing, explaining why you remain dissatisfied and what you believe has not been properly addressed.

On receipt of your request for a further review, we will:

Reassess the complaint, including any additional points raised.

Where possible, allocate the review to a different senior member of our team.

Provide a final written response within twenty working days of receiving your request, or advise you if more time is reasonably required.

This final response will clearly state our position, the reasons for our decision and whether any additional action will be taken.

Time Limits for Raising a Complaint

To allow us to investigate effectively, we ask that complaints are raised as soon as reasonably possible, ideally within thirty days of the service date. Complaints made later than this may be more difficult to investigate thoroughly, especially where evidence or records are limited. However, we will always review complaints raised in good faith and explain what we can and cannot do in each case.

Our Commitment to Fairness and Confidentiality

All complaints are handled confidentially and in line with applicable privacy principles. Information about your complaint will only be shared with team members who need it to investigate and respond. We are committed to treating all customers fairly, respectfully and without discrimination, regardless of the nature of the complaint or the outcome.

Continuous Improvement

We regularly review complaints received to identify patterns, recurring issues or areas for improvement in our removal and transport services. Feedback from complaints is used to enhance staff training, refine our procedures and support our commitment to safe, careful and efficient moving services.

By following this Complaints Procedure, Man with Van St John's Wood aims to resolve issues promptly and professionally while maintaining clear communication with all customers throughout the process.