Complaints Procedure

Complaints Procedure for Man with van Frognal

Man with van Frognal is committed to delivering a reliable, professional and courteous removal service. Occasionally things may go wrong, and when they do we want to resolve issues quickly and fairly. This Complaints Procedure explains how you can raise a concern, what you can expect from us, and how we work to prevent similar issues in the future.

Scope of this complaints procedure

This procedure applies to any complaint relating to our man and van and removal services, including local moves, longer-distance moves, packing, loading, transport and unloading of goods. It covers the service you receive before, during and after your move, including booking, communication, punctuality, handling of belongings and conduct of our team.

Our commitment to you

We aim to handle every complaint in a way that is:

Clear and accessible, so you know exactly how to contact us and what information to provide.

Prompt, with reasonable timescales for acknowledgement, investigation and response.

Fair and impartial, with your concerns considered carefully and respectfully.

Confidential, with your personal information handled in line with data protection principles.

Constructive, using complaints to improve our removal services and customer experience.

How to make a complaint

You can make a complaint in writing or verbally. Written complaints help us keep a clear record, so we encourage you to put your concerns in writing wherever possible.

When raising a complaint, please provide the following information to help us investigate efficiently:

Your full name and the address where the service was carried out.

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

A description of what went wrong, including any relevant details about our team, vehicle, timings or communication.

Details of any loss, damage or inconvenience you believe you have suffered.

Any supporting information that may help us understand the issue.

Stage 1: Initial resolution

In the first instance, we encourage you to raise your concern as soon as possible with our team member present on the day or with our office contact at the earliest opportunity. Many issues can be resolved immediately through a straightforward discussion, clarification or a practical solution on site.

If your complaint cannot be resolved informally at this stage, or if you prefer not to discuss it in person, you may proceed to a formal complaint under Stage 2.

Stage 2: Formal complaint and acknowledgement

When we receive a formal complaint, we will record it in our internal complaints log. We will acknowledge receipt within a reasonable timeframe and inform you that an investigation is underway. The acknowledgement will usually confirm who is handling your complaint and the expected timescale for a full response.

We aim to respond in full within a set period from the date of acknowledgement. If for any reason we need more time, for example where the matter is complex or additional information is required, we will let you know and explain the reason for the delay.

Stage 3: Investigation and response

Your complaint will be investigated by a person with appropriate authority who was not directly involved in the issue wherever possible. The investigation may include:

Reviewing your account of events and any supporting information supplied.

Speaking with the staff involved in your removal or man and van service.

Checking job records, schedules, photographs and other relevant documentation.

Assessing whether our service met our usual standards and commitments.

Once the investigation is complete, we will provide a clear and reasoned response. This will set out:

Our understanding of your complaint.

The findings of our investigation.

Any apology where appropriate.

Any proposed remedy or resolution.

Any steps we will take to reduce the likelihood of a similar issue occurring again.

Possible outcomes and remedies

Depending on the nature of the complaint and the outcome of our investigation, possible remedies may include:

A sincere apology and explanation.

Corrective work or additional service where appropriate and feasible.

Consideration of a goodwill gesture where justified by the circumstances.

Review and improvement of our internal processes, staff training or communication procedures.

All remedies are considered on a case by case basis and are designed to be fair and proportionate.

Stage 4: Further review

If you are dissatisfied with the outcome of Stage 3, you may request a further review. In doing so, please explain why you remain unhappy and what outcome you are seeking. A senior member of our team will then re-examine your complaint, the steps taken and the response already provided.

We will confirm whether the original decision is upheld, varied or overturned, and give reasons for our final position. This will conclude our internal complaints process.

Time limits for raising complaints

We recommend that complaints are raised as soon as possible after the service has been provided, ideally within a reasonable period. Doing so allows us to investigate effectively while details are still recent and any evidence can be gathered promptly.

Recording, monitoring and service improvement

We keep a record of all formal complaints, including the nature of the issue, the outcome and any action taken. These records are monitored periodically to identify patterns, recurring problems or areas where our removal services can be enhanced.

Findings from our complaints monitoring may lead to additional staff training, changes to operational procedures, improved communication practices or updates to our terms and conditions. Our goal is not only to resolve individual complaints but also to learn from them and reduce the chance of similar issues arising in the future.

Privacy and data protection

All complaints are handled in confidence. Information you provide will be used only for the purposes of investigating and resolving your complaint, improving our services and meeting any legal or regulatory obligations. We will handle your personal data in a secure and responsible manner.

Review of this complaints procedure

This Complaints Procedure is reviewed from time to time to ensure it remains clear, effective and appropriate for our removal and man and van services. Updated versions will apply to all new complaints from the date of publication.

We value your feedback and appreciate the opportunity to put things right when they go wrong. Your comments help us maintain and improve the standards of service that customers expect from Man with van Frognal.