Man with Van Colliers Wood Complaints Procedure

This Complaints Procedure explains how customers of Man with Van Colliers Wood can raise concerns about our moving and removal services, and how we handle and resolve those concerns. We aim to provide a clear, fair and transparent process for all customers using our man and van removals in Colliers Wood and surrounding areas.

Our Commitment to Handling Complaints

We are committed to delivering a reliable and professional removal service. If something goes wrong, we want to know so we can put it right and improve our service. Every complaint is taken seriously and will be handled with courtesy, confidentiality and without discrimination.

We will always aim to:

Listen carefully to your concerns, understand what went wrong from your perspective and what outcome you are seeking.

Investigate the issue thoroughly and objectively, using all available information such as booking details, driver notes and any supporting evidence you provide.

Respond within reasonable timescales and keep you updated on the progress of your complaint.

Offer a fair resolution in line with our terms and conditions and applicable consumer law.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our removal services, whether justified or not, where you are expecting a response or resolution. This may include issues such as:

Service quality or conduct of staff or drivers.

Delays or missed collection or delivery slots.

Concerns about handling of goods or alleged damage.

Disputes about charges, waiting times or additional costs.

Communication problems, including lack of updates or unclear information.

If you are unsure whether your concern is a complaint, raise it with us and we will help you decide on the best way forward.

How to Make a Complaint

You can make a complaint in writing. Written complaints help both you and us by providing a clear record of the issue and the facts involved. When submitting your complaint, please include as much of the following information as possible:

Your full name and, if relevant, the name under which the booking was made.

The date and approximate time of the removal or man and van service.

The pick up and drop off locations involved in the move.

A clear description of what went wrong, including any specific incidents, conversations or actions that concern you.

Any supporting information, such as booking references, photographs, inventories, or messages relating to the job.

Details of the outcome you are seeking, for example an explanation, apology, corrective action, or consideration of compensation.

Time Limits for Making a Complaint

To help us investigate effectively, complaints should normally be raised as soon as possible after the event. We recommend the following timeframes:

Service issues during the move, such as delays or conduct, should ideally be reported within 7 days of the service date.

Concerns about damage or loss of items should be raised as soon as discovered, ideally within 7 days of the move, along with any supporting evidence.

We may still consider complaints made after these periods, but our ability to investigate thoroughly may be reduced.

How We Will Handle Your Complaint

Once we receive your complaint, we will follow this process:

Acknowledgement. We will acknowledge your complaint and confirm that it is being investigated. Where possible, we will give you an estimated timescale for a full response.

Investigation. We will review all relevant information, which may include booking records, driver or crew reports, photographs, messages and any other documentation. We may contact you for clarification or further details.

Assessment. We will assess what happened, whether our service met our standards and whether any terms and conditions or commitments were not met.

Outcome and response. We will send you a written response explaining our findings and any proposed resolution. Where appropriate, this may include an explanation, apology, corrective action, or a decision on any remedy offered.

Timescales for Response

We aim to provide a full written response to your complaint within 14 days of receiving all necessary information. In more complex cases, where the investigation may take longer, we will explain the reasons for the delay and give an updated timescale. We will keep you informed if there are significant changes to the expected completion time.

Possible Outcomes and Resolutions

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

An explanation of what happened and why.

A written or verbal apology where appropriate.

Corrective measures, such as staff training, process changes or service adjustments to prevent similar issues.

A decision on any goodwill gesture or compensation, where this is appropriate and in line with our terms and conditions.

In some cases we may decide that no further action is necessary. Where this is the case, we will clearly explain our reasons.

If You Are Not Satisfied with Our Response

If you are unhappy with the outcome of your complaint, you may request that the decision is reviewed. To do so, please respond in writing, explaining why you disagree with the outcome and providing any additional information that you feel has not been considered.

We will then arrange for a further review, which may involve a different person looking at the case where possible. After this review, we will issue a final written response setting out our position.

Confidentiality and Data Protection

All complaints will be handled confidentially. Information will only be shared with those who need it to investigate and resolve your complaint, or where we are legally required to do so. We will handle your personal information in line with our data protection obligations and our privacy practices.

Using Feedback to Improve Our Service

We view complaints as an important source of feedback for our man and van and removal services. Even when we cannot fully agree with a complaint, we look for lessons that can help us improve our booking processes, communication, timekeeping, vehicle preparation and handling of goods for customers across our operating area.

By following this Complaints Procedure, we aim to deal with issues fairly and efficiently, and to maintain the trust of customers who rely on Man with Van Colliers Wood for local and regional moves.