Man with Van Becontree Heath Complaints Procedure
Man with Van Becontree Heath is committed to providing a reliable, professional removal service. We recognise that, on occasion, things may not go as planned. When that happens, we want to know about it so we can put matters right and improve our service for future customers. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us throughout the process.
Purpose of this Complaints Procedure
The aim of this complaints procedure is to provide a clear, fair and timely process for dealing with any concerns or complaints about our removal or man and van services. It applies to all customers who have used, or attempted to use, our services for moves, collections, deliveries or related activities.
What Is a Complaint
A complaint is any expression of dissatisfaction, whether verbal or written, about the service you have received or the way your enquiry or booking has been handled. This can include, but is not limited to:
Delays or missed appointments for removal or delivery services.
Concerns about the handling, loading, unloading or transport of your belongings.
Disputes about charges, payments, quotes or additional fees.
Conduct, behaviour or professionalism of our drivers, porters or office staff.
Communication issues, such as not receiving clear information about timescales, terms or conditions.
How to Make a Complaint
You can raise a complaint verbally or in writing. While we will always try to resolve matters straightaway, we recommend that you submit your complaint in writing wherever possible. This helps to avoid misunderstandings and allows us to keep a clear record of the issue and our response.
When making a complaint, please provide as much detail as you can, including:
Your full name.
The date of your removal service or scheduled booking.
The collection and delivery addresses used for the service.
A clear description of what went wrong and when it happened.
Details of any conversations you have already had with our team about the issue.
What outcome or resolution you are seeking.
Time Limits for Raising a Complaint
To help us investigate effectively, we ask that you raise your complaint as soon as possible after the event. Complaints about service delivery, service quality or staff behaviour should normally be raised within 14 days of the job date. Complaints concerning alleged damage or loss of items should be raised within 7 days of the move or delivery completion.
Our Complaints Handling Stages
Stage 1: Informal Resolution
In many cases, issues can be resolved quickly and informally by speaking directly with a member of our team. If you raise a concern during or immediately after your move, we will try to resolve it on the spot, for example by rearranging a collection, clarifying charges, or addressing a misunderstanding.
If you are not satisfied with the outcome of this informal discussion, or if the matter is more serious, you can ask for your complaint to be handled under the formal procedure set out below.
Stage 2: Formal Complaint Acknowledgement
Once we receive your formal complaint, we will record it and acknowledge receipt. We aim to acknowledge all written complaints within three working days. The acknowledgement will confirm that we have received your complaint and outline the next steps and expected timescales for our investigation.
Stage 3: Investigation
Your complaint will be reviewed by a senior member of staff who was not directly involved in the original incident wherever possible. The investigation may include:
Reviewing booking records, job sheets and any photographs held.
Speaking to the driver or removal team who carried out your job.
Reviewing internal policies, route plans and service notes.
Considering any evidence or supporting information you have provided.
We aim to complete our investigation and provide a full response within 14 working days from the date of acknowledgement. If, for any reason, we require more time, we will let you know and provide an updated timescale.
Stage 4: Response and Outcome
At the conclusion of our investigation, we will send you a written response setting out:
A summary of your complaint and the issues considered.
What investigation was carried out.
Our findings and whether your complaint is upheld, partially upheld or not upheld.
Any actions we will take to put things right, which may include an apology, corrective actions, a review of procedures, a gesture of goodwill, or other appropriate remedies.
If You Remain Unsatisfied
If you are not satisfied with our final response, you may request that your complaint be reviewed again by a more senior manager, where available. You should make this request within 14 days of receiving our response and explain why you believe the outcome is not fair or complete. We will then carry out a further review of the investigation and provide a final written decision.
Claims for Damage or Loss
Where your complaint relates to alleged damage or loss of items during a move, we may need additional information to support your claim. This may include photographs, proof of purchase, or a description of the condition of items before the move. You may also be asked to allow us to inspect the items where feasible.
Any offer of compensation will be made in line with our terms and conditions and any limits of liability that apply. It is your responsibility to ensure that you have read and understood those terms at the time of booking. Our complaints process does not affect your statutory rights.
Confidentiality and Data Protection
All complaints will be handled in a confidential manner. Information will only be shared with staff who need it in order to investigate and respond to your complaint, or where we are legally required to share information. Any personal data supplied as part of a complaint will be processed in accordance with our data protection obligations.
Our Commitment to Continuous Improvement
Man with Van Becontree Heath views complaints as an important source of feedback. We record and monitor complaints to identify patterns, trends and areas where our removal services can be improved. We may use information gained from complaints to provide additional staff training, update procedures, or refine our service offering.
By following this complaints procedure, we aim to deal with any issues fairly, consistently and promptly, helping to maintain high standards for customers booking moves and man and van services in our operating area.
