Man with Van Cambridge Heath Complaints Procedure
This Complaints Procedure explains how customers of Man with Van Cambridge Heath can raise concerns about our man and van and removal services, and how we will respond. Our aim is to resolve any issues quickly, fairly, and transparently, and to use feedback to improve our services.
1. Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear and accessible process for dealing with complaints about our services. This includes local moves, item transport, packing assistance, and any related removal or delivery work we carry out.
We treat all complaints seriously and handle them with professionalism, courtesy, and respect. We also aim to protect your confidentiality and privacy throughout the process.
2. What Counts as a Complaint
A complaint is any expression of dissatisfaction about the standard of service you have received from Man with Van Cambridge Heath. This may include concerns about:
The quality or reliability of our removal or man and van services, conduct, attitude, or professionalism of our drivers, porters, or other staff, delays, missed appointments, or timekeeping issues, damage to property or belongings, accuracy of quotes, invoices, or billing information, or how a previous issue or enquiry was handled.
You do not need to use the word complaint for us to treat your concern as one. If you tell us you are unhappy with any part of our service, we will handle it as a complaint under this procedure.
3. Who Can Make a Complaint
Any customer who has used our services, or has a confirmed booking with us, can make a complaint. A complaint can also be made on a customer’s behalf by a representative, for example a family member or business contact, as long as they have the customer’s permission to act for them.
4. How to Make a Complaint
You can raise a complaint with us in writing or verbally. We encourage you to provide as much detail as possible so we can understand and investigate your concerns. When making a complaint, please include where possible:
Your full name and any booking reference you were given, the date of the job and the collection and delivery locations, a clear description of what went wrong, including times and the people involved, details of any damage or losses, supported by photographs if available, and what outcome or resolution you would like us to consider.
Complaints should be raised as soon as possible after the issue occurs, ideally within 14 days of the service. This helps us investigate promptly while details are still clear and relevant information is more easily available.
5. Our Commitment to Handling Complaints
We aim to deal with all complaints in a way that is fair, consistent, and objective. Our commitments include:
Acknowledging receipt of your complaint, investigating the facts carefully and listening to all sides of the matter, keeping you informed about the progress of your complaint, giving a clear explanation of our findings and the reasons for our decision, and learning from complaints to improve our man and van and removal services.
6. Stages of the Complaints Process
The complaints process generally follows three main stages, which are designed to resolve issues as early and efficiently as possible.
Stage 1: Informal Resolution
Whenever possible, we will try to resolve your complaint informally and quickly. This may involve speaking directly with the driver or team involved, along with a manager if needed. Many issues can be resolved at this stage through discussion, clarification, and practical steps to put things right.
If you are satisfied with the outcome at this stage, the complaint will be considered resolved. We will still keep a record to help us monitor service quality.
Stage 2: Formal Investigation
If your complaint cannot be resolved informally, or if the matter is more serious, it will move to a formal investigation. At this stage:
A manager or senior member of staff will review your complaint, we may contact you to request additional information or evidence, such as photographs or item lists, we will speak with any staff involved and review records such as booking details, job sheets, and timings.
Once the investigation is complete, we will provide a written response setting out the outcome, our findings and conclusions, and, where appropriate, any actions or remedies we will offer, such as an apology, service review, or compensation assessment in line with our terms and conditions.
Stage 3: Escalation Review
If you remain dissatisfied after the formal investigation, you may ask for an escalation review. At this stage, a more senior person will re-examine the complaint, the investigation that has already taken place, and the decision reached at Stage 2.
The review will consider whether the correct process was followed, whether the decision was reasonable and supported by the available evidence, and whether any further steps are appropriate.
Following this review, we will provide a final written response explaining our position. This will normally conclude our internal complaints process.
7. Timeframes for Responding
We aim to deal with complaints as promptly as possible. While exact timescales may vary depending on the complexity of the issue, our general targets are:
To acknowledge your complaint within a reasonable period of receiving it, to complete the Stage 1 informal resolution quickly where issues are straightforward, and to complete the Stage 2 formal investigation within a reasonable time where more detailed enquiries are needed.
If we cannot meet these timeframes for any reason, we will keep you informed and let you know when you can expect a full response.
8. Fairness, Confidentiality, and Records
We will handle your complaint fairly and without discrimination. Raising a complaint will not affect your right to use our services in the future. We are committed to treating all customers with respect throughout the process.
Information you provide will be treated as confidential and shared only with those who need to know in order to investigate and resolve the issue. We keep records of complaints received, how they were handled, and any outcomes. These records help us identify recurring issues, improve training, and maintain high standards across our man and van and removal services.
9. Using Feedback to Improve Our Services
We recognise that complaints and feedback are an important source of information about how well we are meeting customer expectations. Where we identify patterns or repeated issues, we will review our procedures, staff training, scheduling, and handling of goods with the aim of improving the service we provide.
By following this Complaints Procedure, Man with Van Cambridge Heath aims to ensure that any concerns you raise are heard, investigated, and addressed in a way that is clear, accountable, and focused on putting things right wherever we reasonably can.
