Complaints Procedure
Complaints Procedure for Man with Van St Johns Wood
Man with Van St Johns Wood is committed to providing reliable and professional man and van and removals services. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.
Our Commitment to You
We aim to handle all complaints in a fair, consistent, and timely way. We use feedback to improve our services, training, and communication. You will always be treated with respect and your concern will be taken seriously, whether it relates to a local move, a longer-distance removal, packing assistance, loading and unloading, or any other part of our service.
What Is a Complaint
A complaint is any expression of dissatisfaction about our services or conduct, whether justified or not. This can include, but is not limited to:
Issues with punctuality or attendance for a booking.
Concerns about how your belongings were handled during loading, transport, or unloading.
Damage or loss of items during a move.
Disputes about quotations, charges, or final invoices.
Conduct, attitude, or behaviour of our drivers, movers, or office staff.
Problems with communication, documentation, or scheduling for your move.
Raising a Complaint Informally
In many cases, issues can be resolved quickly and informally. If something goes wrong during your move or you are unhappy with any aspect of our man and van service, please raise it with our team as soon as possible. Wherever possible, we will try to resolve minor problems immediately, such as clarifying an invoice, adjusting a schedule where possible, or correcting a misunderstanding about the service you have booked.
Making a Formal Complaint
If your concern is more serious, or if you feel it has not been resolved informally, you may make a formal complaint. Please provide the following information to help us investigate effectively:
Your full name and any booking reference you were given.
The date and approximate time of the service.
The address where the service took place and destination address, if applicable.
A clear description of what went wrong and how it has affected you.
Details of any conversations already held with our staff about the issue.
Any supporting information you feel is relevant, such as photographs of damage or copies of documents.
We encourage you to submit your complaint as soon as possible after the event, ideally within 14 days. This helps us investigate while details are still fresh and any evidence is easier to review.
How We Will Handle Your Complaint
Once we receive your formal complaint, we will follow these steps:
Acknowledgement: We will acknowledge receipt of your complaint within a reasonable timeframe and confirm that it is being reviewed.
Review and Investigation: A senior member of staff will review your complaint, the booking details, and any available evidence. This may include speaking with the crew involved, checking schedules, mileage, and any relevant records related to your move.
Clarification: If we need more information to understand the issue, we may contact you to ask further questions. This helps us reach a fair and accurate conclusion.
Assessment: We will assess what went wrong, whether our service fell below the standards we set, and what we can do to put things right where appropriate.
Outcome: Once the investigation is complete, we will explain our findings to you and outline any actions we will take.
Timescales for Response
We aim to resolve most complaints within 14 days of receipt. More complex matters, such as those involving disputed facts or possible damage to property, may require additional time for investigation. If we are unable to provide a full response within our usual timescale, we will keep you informed of our progress and let you know when you can expect a final reply.
Possible Outcomes and Remedies
Depending on the nature of your complaint, possible outcomes may include:
A clear explanation or clarification where there has been a misunderstanding.
An apology where we recognise that our service has fallen short.
Corrective action to address operational issues, such as training, process changes, or guidance to staff.
A review of charges applied to your booking and, where appropriate, an adjustment or partial refund.
Guidance on any further steps you may take if you remain dissatisfied.
Any remedy will be considered on a case by case basis, taking into account the evidence available, our terms and conditions, and what is fair and reasonable in the circumstances.
If You Remain Dissatisfied
If, after receiving our final response, you are unhappy with the outcome, you may request that your complaint is reviewed again by a different senior member of the team where possible. They will consider whether the complaint was handled in line with this procedure and whether the decision reached was fair, based on the information available.
Using Feedback to Improve Our Service
We view all complaints and feedback as an opportunity to improve. Trends and recurring issues are monitored so we can enhance our removals and man and van services, reinforce good practice, and address any weaknesses in our systems, communication, or training.
Confidentiality and Data Protection
All complaints are handled in confidence. Information you provide will be used only for the purpose of investigating and resolving your complaint and for improving our services. We will handle your personal information in accordance with applicable data protection requirements.
Policy Review
This complaints procedure is reviewed periodically to ensure it remains clear, fair, and effective. By booking a man and van or removals service with Man with Van St Johns Wood, you acknowledge that you have had the opportunity to read this procedure and understand how to raise any concerns about our service.
