Complaints Procedure for Man with Van Bethnal Green

Man with Van Bethnal Green is committed to providing a reliable, professional and fair removal service. We recognise that, on occasion, things may go wrong. When this happens, we want to know about it so we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we will work with you to resolve the issue.

Scope of this Complaints Procedure

This procedure covers complaints relating to our man and van and removal services, including but not limited to collection, loading, transport, unloading, punctuality, staff conduct, and adherence to agreed quotations and service descriptions. It applies to domestic and small business customers who have used our services or have a confirmed booking.

This procedure does not cover general enquiries, requests for quotes or feedback that is clearly not a complaint. However, if feedback indicates dissatisfaction with our removal services, we may handle it under this complaints procedure to ensure a consistent and fair approach.

Our Complaints Principles

We handle every complaint according to the following principles:

We treat all customers fairly, respectfully and without discrimination. We aim to respond promptly and keep you informed throughout the process. We investigate complaints carefully, using all relevant information available. We provide clear explanations and, where appropriate, offer practical remedies. We use what we learn from complaints to improve our removal and man and van services.

How to Make a Complaint

You can raise a complaint about our services in writing. In your complaint, please include the following information so we can investigate efficiently:

Your full name. The date of your removal or man and van service, or your booking date. The collection and delivery locations. A clear description of what went wrong, including times and the people you interacted with, if known. Any relevant reference numbers, such as your booking reference or invoice number. Details of any loss or damage, with a brief description of the items involved.

The more detail you provide, the easier it is for us to understand the situation and investigate your concerns thoroughly.

When to Make a Complaint

If you are unhappy with any aspect of our removal service, you should let us know as soon as reasonably possible. For issues involving loss or damage to goods, you should notify us promptly so we can assess the situation while information is still fresh and, where relevant, before items are further moved or repaired.

Complaints made within a short period after the service has taken place allow us to gather accurate information from our team and to consider any practical solutions that may be available.

What Happens After You Complain

When we receive your complaint, we will acknowledge it in writing within a reasonable period. Our acknowledgement will confirm that we have received your complaint and will outline the next steps in the process.

We will then review the details you have provided, along with our booking records, job notes and, where appropriate, statements from the staff involved in your removal. If we require further information from you to complete our investigation, we will contact you to request specific details or clarification.

Following our investigation, we will provide a written response explaining our findings. This response will set out whether your complaint has been upheld, partially upheld or not upheld, and will include the reasons for our conclusion.

Timescales for Handling Complaints

We aim to resolve complaints as quickly as possible. In many cases, particularly where the issue is straightforward, we may be able to provide a full response within a short period.

More complex complaints, such as those involving disputed facts, multiple visits or questions about loss and damage, may take longer to investigate. Where this is the case, we will keep you informed of our progress and provide an estimated timescale for a final response.

Possible Outcomes and Remedies

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

A clear explanation or clarification where there has been a misunderstanding about the service. An apology where we have fallen short of our service standards. Practical steps to put things right, where reasonably possible. Consideration of goodwill gestures where appropriate.

Any remedy offered will take into account the specific circumstances of your complaint, the terms of our service, and the information available from both you and our team.

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 request, explain why you remain dissatisfied and identify any points you believe have not been addressed. We will then conduct a further review, which may involve a more senior member of our team.

After this review, we will send you a final written response setting out our position. This will conclude our internal complaints procedure.

Your Responsibilities as a Customer

To help us handle your complaint fairly and efficiently, we ask that you:

Provide accurate and complete information about the issue. Keep any relevant documents or photographs that support your complaint. Communicate with us in a respectful and constructive manner. Allow us reasonable time to investigate and respond.

Cooperation from both sides helps us reach a clear and fair outcome.

Continuous Improvement

We regularly review the complaints we receive to identify patterns or recurring issues. Where we see opportunities to improve our removal services, staff training or customer communication, we take appropriate action. Your feedback, including complaints, is an important part of this process and helps us to maintain and improve the quality of our man and van services.

This complaints procedure may be updated from time to time to reflect changes in our practices or in relevant regulations. The version published here represents our current approach to handling complaints about Man with Van Bethnal Green.