Complaints Procedure

Man with Van Park Royal Complaints Procedure

Man with Van Park Royal is committed to providing a reliable, professional and fair removal service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.

Purpose of This Complaints Procedure

This procedure is designed to give customers a clear and straightforward way to tell us when something has gone wrong. It applies to all services offered by Man with Van Park Royal, including home removals, office moves, man and van services, packing assistance and related transport work. We use every complaint as an opportunity to review and improve our service.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not. This may include, but is not limited to:

Service not delivered as agreed, such as delays, no-shows or incomplete work.

Concerns about how our team behaved during a move.

Issues with how your belongings were handled, loaded, transported or unloaded.

Disputes about charges, quotes, invoices or payment terms.

Concerns about communication before, during or after the move.

If you are unsure whether your issue counts as a complaint, you are welcome to raise it with us and we will treat it with the same seriousness and care.

How to Make a Complaint

You can raise a complaint in writing. Written complaints help us keep an accurate record of what happened and how we responded. Please include the following information to help us investigate your complaint efficiently:

Your full name and any reference or booking details.

The date of the service and the collection and delivery locations.

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

Details of any damage, loss or additional costs you believe resulted from the issue.

What outcome or resolution you are seeking, for example an explanation, apology, correction of an error or consideration of compensation.

We encourage you to raise your complaint as soon as possible, ideally within a reasonable time of your move being completed, so that we can review events while they are still recent and easier to verify.

Our Complaints Handling Stages

We aim to deal with complaints in a fair, transparent and timely manner. Our process generally follows these stages:

Stage 1: Acknowledgement

Once we receive your complaint, we will record it in our internal log and allocate it to a member of our team for review. We will aim to acknowledge your complaint promptly and confirm that we are looking into the matter.

Stage 2: Investigation

We will then investigate your complaint carefully. This may include reviewing booking records, job sheets, photographs, driver and porter reports, and any relevant communication. We may contact you to request further information or clarification if needed. We may also speak with the staff involved to understand exactly what happened on the day of your move.

Stage 3: Response and Outcome

After completing our investigation, we will provide you with a clear response setting out:

Our understanding of your complaint and the events that took place.

Any findings or conclusions from our review.

Whether we accept that we were at fault, in whole or in part.

Any steps we propose to take to put things right where appropriate.

Where relevant, this may include an apology, a more detailed explanation, remedial action, service corrections or, in certain cases, consideration of a goodwill gesture or contribution. Any offer will depend on the circumstances of the specific case, the terms and conditions of service and any evidence available.

Timescales

We aim to resolve complaints as quickly as reasonably possible, taking into account the complexity of the issue and the availability of information. Simple issues may be resolved promptly, while more complex matters that involve property damage, disputed facts or multiple parties may take longer. If we need additional time, we will keep you informed of our progress and provide updates during the process.

Evidence and Supporting Information

You can help us by providing any evidence you have that supports your complaint. This may include photographs of damage, copies of quotes or invoices, delivery notes, or written confirmations of any specific arrangements. We will consider all evidence fairly and in context when reaching our decision.

Complaints About Loss or Damage

If your complaint relates to loss or damage to items during a move, it is important that you notify us as soon as possible. Please provide a clear description of each affected item, including the nature and extent of the damage, and where relevant the approximate age and value. Our team will review these details in line with our service terms and any applicable limitations or exclusions. We may ask for photographs or an inspection to assess the damage.

Confidentiality and Data Handling

All complaints are handled with respect for your privacy. Information you provide will be used only for the purpose of investigating and responding to your complaint, administering our services or meeting legal or regulatory obligations. We store complaint records securely and retain them for an appropriate period to help us monitor performance and improve our services.

Continuous Improvement

We use feedback and complaints to review our practices and identify areas for improvement in our removal and man and van services. This can include additional staff training, clearer communication about our terms, refinement of procedures for packing and loading, and improvements in scheduling and route planning. By raising a complaint, you help us maintain and enhance our standards for customers throughout our service area.

Alternative Resolution

We always aim to resolve complaints directly with our customers, in a respectful and constructive way. If you remain dissatisfied after we have completed our internal review and provided a final response, you may wish to seek independent advice regarding your options. This could include negotiation, mediation or, where appropriate, pursuing your rights through the courts. Nothing in this complaints procedure removes or limits any rights you may have under applicable consumer law.

Review of This Procedure

Man with Van Park Royal reviews this complaints procedure periodically to ensure it remains accurate, effective and aligned with our commitment to fair treatment and quality service across all our removal and transport work. We may update the procedure from time to time to reflect changes in our operations or in applicable legal requirements.