Complaints Procedure for Man with Van Ardleigh Green

Man with Van Ardleigh Green aims to provide a reliable and professional removal service for every customer. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage. Our goal is to resolve any issues fairly, efficiently, and transparently.

Purpose of This Complaints Procedure

This procedure is designed to give customers a clear route to express dissatisfaction with any aspect of our service, including booking, communication, moving day operations, handling of belongings, punctuality, and billing. It applies to all domestic and commercial customers who have used our man and van or removal services.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where a response or resolution is expected. Examples include concerns about the standard of moving services, conduct or behaviour of staff, damage or loss of items, delays or missed appointments, and errors in quotes, invoices, or payments. We encourage you to raise issues as soon as possible so that we can put things right promptly.

How to Make a Complaint

You can make a complaint using any written method that is convenient to you. When submitting a complaint, please provide as much detail as possible so we can investigate thoroughly. To help us understand and resolve your concern, include your full name, your preferred contact details, the date of your move or booking reference, a clear description of what went wrong, any supporting details such as locations or timings, and what outcome you are seeking, such as an explanation, apology, or review of charges.

If you are raising an issue on behalf of another person, please confirm that you have their permission to act for them and provide their full name and contact details. This helps us ensure that we are protecting customer confidentiality while dealing with the complaint.

Stage One: Initial Informal Resolution

Where possible, we encourage you to raise any concerns informally with your driver or the coordinator handling your booking at the time the issue arises. Many problems can be resolved quickly on the spot by discussing them directly and agreeing a practical solution. Our team members are trained to handle reasonable concerns and will do their best to address them immediately.

If the matter cannot be resolved during the move or shortly afterwards, or if you prefer not to discuss it informally, you can move straight to the formal complaints stage.

Stage Two: Formal Complaint and Investigation

When we receive a formal complaint, we will acknowledge it in writing within a reasonable time. We will assign a person responsible for reviewing the issue who was not directly involved in the matter wherever possible. This helps ensure that the complaint is considered objectively and fairly.

During the investigation we may review booking records and job notes, speak with the staff involved in the move, request photos or further information from you where necessary, and assess any evidence of damage, delays, or service issues. We aim to complete our investigation and provide a full response within a reasonable period. If we are unable to do so, we will explain the reason for the delay and give you an updated timeframe.

Our Response and Possible Outcomes

Once the investigation is complete, we will send you a written response. This will set out a summary of your complaint, the steps we took to investigate, our findings, and our decision. Where we uphold your complaint in full or in part, we will explain what action we will take. Depending on the circumstances, possible outcomes may include a sincere apology and explanation, corrective action to prevent the issue happening again, a review of charges or partial refund in line with our terms, or a goodwill gesture where appropriate.

If we do not uphold your complaint, we will still provide a clear explanation of how we reached our decision and the evidence considered.

Escalation if You Remain Dissatisfied

If you are not satisfied with the outcome of the formal investigation, you may ask for your complaint to be reviewed again. When requesting an escalation, please explain which aspects of our response you disagree with and provide any additional information you feel has not been considered. A more senior member of our team will then review the complaint, the investigation process, and the decision reached.

The outcome of this review will be provided to you in writing. Once this stage is complete, our internal complaints process will normally be treated as exhausted, and we may not be able to consider further correspondence on the same matter unless new, relevant information becomes available.

Time Limits for Raising Complaints

To enable a fair and effective investigation, we ask that complaints are raised within a reasonable time after the event, ideally within 14 days of your move. Complaints raised much later can be more difficult to investigate, as records may be less detailed and recollections may fade. However, we will always consider the specific circumstances and may look into older complaints where it is still practical and fair to do so.

Our Commitment to Fair Treatment

We treat all complaints seriously and handle them with courtesy and respect. We do not tolerate abusive, threatening, or discriminatory behaviour towards our staff during the complaints process. In rare cases where behaviour is unreasonable or persistent, we may restrict the method or frequency of future communication, but we will still consider the substance of any genuine complaint.

Recording and Using Complaints to Improve

We keep records of complaints, outcomes, and any actions taken. This information helps us monitor the quality of our removal services, identify patterns, and improve our processes, staff training, and communication. By telling us when something has gone wrong, you help us improve the experience for future customers as well as for yourself.

Confidentiality and Data Protection

All complaints are handled in line with our data protection responsibilities. Information you provide during the complaints process will be used only for investigating and resolving your complaint and for service improvement. We will share details only with staff who need to know in order to respond effectively.

Summary

Man with Van Ardleigh Green is committed to resolving complaints in a fair, timely, and open manner. If you are unhappy with any aspect of our moving or removal services, please let us know so we can work with you towards a suitable resolution and continue to improve the service we provide.