Man and a Van Uxbridge Complaints Procedure
Man and a Van Uxbridge is committed to providing a professional, reliable and friendly removal service. However, we recognise that on occasion things may not go as planned. This Complaints Procedure explains how you can tell us if you are unhappy with any part of our service, and how we will work with you to resolve the issue in a fair and timely way.
Purpose of this Complaints Procedure
The purpose of this procedure is to give all customers a clear and accessible route to raise concerns about our removals and related services. It sets out what we mean by a complaint, how you can submit one, what information we need from you, how we will investigate, and the timescales you can expect us to follow.
This procedure applies to all services provided by Man and a Van Uxbridge, including home moves, office relocations, item collections and deliveries across our service area.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about the standard of our service, our vehicles or equipment, our staff, our charges, our communication, or the way we have handled a previous query or issue.
Examples of complaints may include, but are not limited to:
Delays or missed collection or delivery times for your move
Concerns about the handling, loading, unloading or transport of your belongings
Damage or loss of items during a removal job
Disputes about quotes, invoices or additional charges
Behaviour, attitude or conduct of our drivers, porters or office staff
Failure to follow agreed instructions or special requirements
Inadequate communication before, during or after your move
We encourage you to raise any concerns, no matter how small they may seem, so that we can improve our service.
How to Make a Complaint
You can make a complaint in writing. Written complaints help us to keep an accurate record of what has happened and what you would like us to do about it. Please provide as much detail as possible so we can understand and investigate your concern thoroughly.
When you contact us with a complaint, please include:
Your full name
The collection and delivery addresses for the move, and the date of service
A clear description of what went wrong and when it occurred
Names or descriptions of any staff involved, if known
Details of any damage, loss or additional costs you believe occurred as a result
Any supporting information, such as photographs, inventory lists or job references
What outcome you are seeking, for example an explanation, apology or compensation
We recommend you submit your complaint as soon as reasonably possible after the issue arises, and within 14 days wherever practicable. This helps us to investigate while events are still recent and evidence is readily available.
Our Complaints Handling Stages
Stage One: Acknowledgement
Once we receive your complaint, we will acknowledge it in writing. We aim to do this within five working days. Our acknowledgement will confirm that we have received your complaint and provide an estimated timescale for our full response.
Stage Two: Investigation
Your complaint will be passed to a manager or senior member of staff who is not directly involved in the issue wherever possible. They will review all relevant information, which may include:
Your written complaint and any supporting evidence
Our booking records, job sheets and inventories
Statements or notes from the team who carried out your move
Any photographs or videos taken on the day of the service
Relevant company policies and terms and conditions
During this stage, we may contact you for further information or clarification. This helps ensure that any decision we make is based on a complete and accurate understanding of events.
Stage Three: Response and Outcome
Following our investigation, we will send you a written response setting out:
Our understanding of your complaint
The steps we have taken to investigate
Our findings and conclusions
Any offer of remedy or proposed next steps
What you can do if you remain dissatisfied with the outcome
We aim to provide a full written response within 20 working days from the date we acknowledge your complaint. If, for any reason, we require more time, we will inform you, explain why and provide a revised timescale.
Possible Outcomes and Remedies
Depending on the nature of your complaint and the evidence available, we may offer one or more of the following remedies where appropriate:
A clear explanation of what happened and why
A sincere apology for any inconvenience, distress or disruption caused
Practical steps to rectify an error, for example arranging a return visit or additional assistance
A goodwill gesture, discount, or contribution toward loss or damage, where justified
Changes to our internal procedures, training or communication to prevent a recurrence
Any financial or practical remedy will be considered in line with our terms and conditions, including any limitations of liability that apply to removal services.
If You Remain Dissatisfied
If you are unhappy with our final response, you may reply in writing and explain why you do not consider the matter resolved. We will review your comments and decide whether any further internal review is appropriate. If we believe that we have taken all reasonable steps and provided a fair outcome, we will confirm that this is our final position.
At this stage you may wish to seek independent advice, for example from a consumer advice organisation, a mediation service or another appropriate body that can assist with disputes relating to removal services.
Our Commitment to Continuous Improvement
We use feedback and complaints as an opportunity to improve the quality of our moving services across our operating area. All complaints are recorded, monitored and reviewed. We look for patterns, recurring issues and opportunities to improve our staff training, planning, communication, vehicles and equipment.
Man and a Van Uxbridge is committed to dealing with every complaint fairly, respectfully and without discrimination. Raising a complaint will not affect any current or future services we provide to you. Our aim is to resolve issues promptly and professionally, restore your confidence and ensure that your experience of our removal services is as smooth and stress free as possible.
