Man with Van Bexleyheath Complaints Procedure
Man with Van Bexleyheath aims to provide a reliable and professional removal and transport service for all customers. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern with us, how we will handle your complaint, and what you can expect throughout the process.
Purpose of This Complaints Procedure
The purpose of this procedure is to give customers a clear and fair route to express dissatisfaction with any aspect of our services, including house moves, flat moves, office moves, and collection or delivery jobs in our operating area. We use all complaints as an opportunity to review our performance and improve the way we work.
What Counts as a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about the standard of our work, our staff, our vehicles, our conduct, our communication, or the way we have handled a booking or job. Examples may include:
Delays or missed appointments, concerns about the care taken with your belongings, issues with loading or unloading, conduct or attitude of drivers or porters, accuracy of quotes or invoices, and problems with communication before, during, or after your move.
Who Can Make a Complaint
Any customer who has used our man and van or removal services, or has booked a service with us, can make a complaint. A complaint can also be raised by someone acting on behalf of the customer, with their permission.
How to Make a Complaint
You can raise a complaint using any written method that is convenient for you. When submitting your complaint, please provide as much detail as possible, including:
Your full name and contact details, the date and approximate time of the job, the collection and delivery locations, a clear description of what went wrong, any relevant job reference or booking information, and any photographs or notes that support your concerns.
Providing detailed information helps us investigate your complaint accurately and quickly.
Timescales for Raising a Complaint
We encourage you to raise any concerns as soon as possible after the service has taken place. This allows us to gather accurate information, speak to the staff involved, and review any job records or notes while they are still recent. Complaints relating to damage to belongings should be reported promptly, so that we can review the circumstances and any supporting evidence.
How We Handle Your Complaint
When we receive your complaint, we follow a structured process to ensure it is handled fairly and consistently.
1. Acknowledgement
We will acknowledge your complaint and confirm that it is being reviewed. Where possible, we will provide the name or role of the person handling your case and an expected timescale for our response.
2. Investigation
We will investigate your complaint by reviewing the information you have provided, checking any booking details, job sheets, and internal notes, and, where relevant, speaking with the team members involved. We may contact you to clarify details or request further information to help us understand the situation fully.
3. Response and Outcome
Once our investigation is complete, we will provide you with a clear response explaining:
Our understanding of what happened, whether we believe the complaint is upheld in full, in part, or not upheld, the reasons for our decision, and any actions we will take as a result. Where appropriate, this may include an apology, an explanation, corrective action, or a gesture of goodwill.
Typical Response Times
We aim to provide a full response to most complaints within ten working days of receiving all the necessary information. More complex cases, including those involving multiple locations or large moves, may take longer. If we need more time, we will inform you and keep you updated on our progress.
Appealing Our Decision
If you are not satisfied with our response, you may request a review of your complaint. In your request, please explain why you disagree with our findings or outcome and provide any additional information you feel is important.
Where possible, your complaint will then be reviewed by a different person or at a higher level within the business. We will consider whether our original investigation was thorough and fair and whether our decision remains appropriate. After the review, we will write to you with our final position.
Complaints Involving Damage or Loss
We understand that customers rely on us to handle belongings with care during moves and transport. If your complaint involves alleged damage to property or loss of items, we may ask you for supporting evidence. This may include photographs, a description of the item, details of its condition before the move, and information on when and how the damage or loss was noticed.
We will compare this information with our job records and any notes made by the team on the day. After reviewing the facts, we will decide what action is appropriate in line with our terms of service.
Our Commitment to Fair Treatment
We handle all complaints with professionalism, impartiality, and respect. Making a complaint will not affect any ongoing or future bookings you may have with us. We do not tolerate abusive or threatening behaviour towards our staff, and in such cases we may limit communication to written channels.
Using Feedback to Improve Our Service
Complaints and feedback are an important part of improving our man and van and removal services. We regularly review complaints to identify patterns, training needs, or changes that could improve how we plan jobs, protect belongings, communicate with customers, or manage timings across our operating area.
By following this Complaints Procedure, we aim to resolve issues as fairly and quickly as possible and to continue developing a service that customers can trust for local moves, longer-distance jobs, and all types of transport needs.
