Complaints Procedure for Man with Van Winchmore Hill Customers

Man with Van Winchmore Hill aims to provide a reliable, careful and professional removal service for every customer. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern about our man and van or removal services, what you can expect from us, and how we work to resolve issues fairly and promptly.

Our Commitment to You

We are committed to handling all complaints in a consistent, transparent and timely way. Every complaint is taken seriously, whether it relates to a single item move, a full home or office removal, or any other service we provide. Our goals are to understand what went wrong, put matters right where possible, and use the feedback to improve future services.

We will always aim to:

• Treat you with respect and courtesy at all times.
• Listen carefully to your concerns and gather all relevant information.
• Respond within clear timescales, keeping you updated if more time is needed.
• Provide a clear explanation of our findings and any outcome or remedy we can offer.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you would like a response or resolution. This may include concerns about punctuality, handling of belongings, staff conduct, quality of communication, unexpected charges, or the overall standard of your move.

Raising a complaint helps us review how we operate across our service area and ensure that our standards remain high for all customers using our man and van and removal services.

How to Make a Complaint

You can make a complaint verbally or in writing, whichever is more convenient for you. We recommend putting your complaint in writing so that all details are clear and can be reviewed accurately. When you contact us, please provide as much information as possible, including:

• Your full name.
• The date of your move or booking.
• The collection and delivery locations used in your removal.
• A clear description of what went wrong and when it happened.
• Any relevant photos, inventory notes, or job references you may have.

If you raise your complaint on the day of the move, you can speak directly with the driver or team leader on site. They will do their best to resolve straightforward issues immediately. If the matter cannot be resolved on the spot, it will be referred to our management for formal review.

Timescales for Raising a Complaint

We ask that you raise your complaint as soon as reasonably possible so that details are fresh and any supporting evidence can be reviewed. For issues involving damage or loss of items, you should inform us as soon as you notice the problem and no later than a reasonable time after the service has been completed.

Prompt notification helps us investigate effectively, especially where multiple locations or third-party access may have been involved in the move.

How We Will Handle Your Complaint

Once we receive your complaint, we will follow a clear process to review and respond:

1. Acknowledgement
We will acknowledge your complaint within a reasonable timeframe. This acknowledgement will confirm that we have received your concerns and are beginning our review.

2. Investigation
We will gather all relevant information, which may include:

• Speaking to the staff members involved in your move.
• Reviewing booking details, job notes and any photographs.
• Checking route and timing information where applicable.
• Assessing any evidence you have provided.

3. Response and Outcome
After investigating, we will provide you with a clear response. This will include our findings, whether we believe the complaint is upheld in full or in part, and any steps we will take to put matters right. Where appropriate, this may involve an apology, corrective action, or other reasonable remedies in line with our terms and conditions.

Possible Outcomes and Remedies

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

• An explanation or clarification if there has been a misunderstanding.
• An apology where our service has fallen below our expected standards.
• Practical steps to correct an issue where this is possible.
• Consideration of a goodwill gesture, where appropriate and proportionate.

All outcomes will be guided by fairness, the evidence available, and the terms and conditions that apply to your booking.

Escalating Your Complaint

If you are not satisfied with our initial response, you may ask for your complaint to be reviewed again. In your escalation, please explain why you disagree with the outcome or how you feel the matter has not been fully addressed. We will then carry out a further review and provide a final response, setting out our position as clearly as possible.

Once our final response has been issued, we may not be able to consider further correspondence on the same issue unless new and significant information is provided that could not reasonably have been given earlier.

Using Feedback to Improve Our Service

Complaints and feedback are an important part of how we maintain and improve the quality of our man and van and removal services. We regularly review issues raised by customers to identify patterns, training needs and opportunities to refine how we plan, load, transport and deliver items throughout our service area.

By following this complaints procedure, Man with Van Winchmore Hill aims to ensure that every concern is handled professionally, fairly and with the aim of restoring your confidence in using our services.