Man with Van Dollis Hill Complaints Procedure

Man with Van Dollis Hill is committed to providing a reliable, professional removals and man and van service. However, we recognise that occasionally 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.

Purpose of this Complaints Procedure

The purpose of this procedure is to give all customers a clear and fair process to follow if they are unhappy with any aspect of our service. It applies to all services we provide, including local moves, house removals, office moves, packing assistance, and transport of goods.

Our aims are to:

Respond to complaints quickly and courteously.

Investigate issues thoroughly and impartially.

Offer clear explanations and, where appropriate, practical resolutions.

Use feedback to improve our removal services and customer care.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, which requires a response. This can include, but is not limited to:

Concerns about the standard of our removal or man and van services.

Issues with punctuality, conduct, or attitude of our team members.

Disputes about charges, quotes, or items listed in an inventory.

Concerns about loss, damage, or handling of your belongings.

Problems with communication or administration, such as paperwork and booking details.

How to Make a Complaint

You can raise a complaint in any written format. Please provide as much detail as possible so that we can understand and investigate your concerns effectively. You should include:

Your full name and, if relevant, business name.

Details of the service booked, such as the type of move and the date of service.

A clear description of what went wrong and how it has affected you.

Any relevant supporting information, such as photos of damage, copies of quotes or invoices, and inventory lists.

What outcome you feel would be fair, where this is clear to you.

We encourage you to make a complaint as soon as reasonably possible after the event, so that details are fresh and easier to verify.

Stage One: Initial Response

Once we receive your complaint, we will acknowledge it in writing. In most cases we will do this within a few working days. Our acknowledgement will confirm that we have received your complaint and outline the next steps.

At this stage, we may ask for further information or clarification if needed. Providing prompt and detailed responses will help us handle your complaint more efficiently.

Stage Two: Investigation

A member of our management team will review your complaint. The investigation may include:

Checking booking records, quotes, and invoices.

Reviewing any inventory lists and job notes from the moving team.

Speaking to staff involved in your move to understand what happened.

Reviewing any photographs, videos, or other evidence provided.

We aim to complete our investigation within a reasonable timescale, depending on the complexity of the issues raised. If for any reason we anticipate a delay, we will let you know and explain why.

Stage Three: Our Written Outcome

Once the investigation is complete, 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 resolution or remedial action.

Where we find that we have not met our usual standards, we will look at appropriate remedies. These may include explanations, practical assistance, adjustments, or goodwill gestures, depending on the circumstances and in line with our contractual and legal obligations.

If You Are Still Unhappy

If you are not satisfied with our final written outcome, you may reply in writing, setting out the reasons why you disagree with our conclusions or proposed resolution. We will review your comments and consider whether any further investigation is necessary.

While we will always aim to reach a fair and reasonable outcome, there may be occasions where we are unable to agree with your preferred resolution. In such cases, you may wish to seek independent advice about your rights and options.

Time Limits for Complaints

We ask that any complaint relating to our moving or man and van services is raised as soon as possible and usually within a reasonable period from the date of service. This helps ensure that records are available and memories are accurate, allowing a fair assessment of what happened.

Complaints relating to potential loss or damage to items should, where practicable, be reported promptly after delivery, and preferably once you have had a reasonable opportunity to check your goods.

Our Commitment to Fairness and Improvement

Man with Van Dollis Hill is committed to handling all complaints fairly, consistently, and without discrimination. We review feedback and complaints on a regular basis to identify trends and opportunities to improve our services, staff training, and procedures.

By following this complaints procedure, we aim to resolve issues in a way that is respectful, transparent, and proportionate for all parties involved, while maintaining a high standard of service for customers using our removal and man and van services.