Complaints Procedure for Man with Van St Giles
This complaints procedure explains how Man with Van St Giles manages and resolves concerns about our removal and man with a van services. Our aim is to provide a clear, fair and timely process so that any issues are properly addressed and used to improve our service for all customers.
Our commitment to handling complaints
We recognise that, despite our best efforts, problems can occasionally arise during a move or transport service. When this happens, we are committed to:
Listening carefully to your concerns and treating you with respect and courtesy at all times.
Investigating your complaint thoroughly and impartially.
Providing a clear explanation of what we find and any actions we will take.
Using feedback to improve our removal and man with a van services across our operating area.
What counts as a complaint
A complaint is any expression of dissatisfaction about our services, staff, vehicles, handling of goods, communication, or the way we manage bookings and payments, where you are expecting a response or resolution.
Examples of issues that may lead to a complaint include:
Delays in collection or delivery of your items.
Concerns about the way your belongings have been handled or transported.
Disagreements about charges or the service that was agreed.
Conduct or behaviour of our drivers, porters or office staff.
Any other aspect of our removal services that you feel did not meet reasonable expectations.
How to raise a complaint
You can raise a complaint verbally or in writing. While we accept complaints in any format, we encourage customers to set out concerns in writing wherever possible. This helps us understand the details clearly and investigate more effectively.
When making a complaint, please provide the following information to help us deal with it promptly:
Your full name and the address connected to the booking.
The date of your move or transport service and your booking reference if you have it.
A clear description of what went wrong, including dates, times and locations where relevant.
Details of any damage, loss or delays, including photographs if available.
What outcome you are seeking, such as an explanation, an apology or a review of charges.
Time limits for making a complaint
To help us investigate fairly, we ask that you raise your complaint as soon as possible after the issue occurs. For any concerns involving possible damage or loss of items, you should inform us immediately upon discovering the problem. Delays in reporting may affect our ability to verify events and assess responsibility.
Our complaints handling stages
We aim to deal with your complaint in a structured and transparent way. Our complaints handling process usually follows these stages.
Stage 1: Initial response
Once we receive your complaint, we will record it and arrange for it to be reviewed by an appropriate member of staff. We will aim to acknowledge your complaint within a reasonable timeframe, confirming that it has been received and is being looked into.
Where possible, straightforward complaints may be resolved quickly at this stage, for example with an explanation, clarification or simple corrective action.
Stage 2: Investigation and review
If your complaint requires further investigation, we will:
Review your booking details and service records.
Speak with the staff involved, including drivers and operatives.
Assess any photographs, documents or other evidence you have provided.
Consider whether our usual service standards and procedures were followed.
We aim to complete this investigation and provide a written response within a reasonable period, depending on the complexity of the issues raised. If we anticipate any delay, we will let you know and explain the reasons.
Stage 3: Final decision
After the investigation, we will write to you with our final decision. Our response will normally include:
A summary of your complaint and the issues investigated.
An explanation of what we found, including any relevant evidence.
Whether we uphold your complaint in full, in part, or not at all.
Details of any actions we will take, which may include an apology, service improvements, or where appropriate, a review of charges or other remedial steps.
Escalating your complaint
If you are dissatisfied with the outcome of our investigation, you may request a further review. In your request, please explain why you disagree with our decision and provide any additional information that you believe should be considered.
A more senior member of our team will then re-examine your complaint, the initial investigation and the conclusions reached. This review will focus on whether your complaint was handled fairly, thoroughly and in line with this procedure.
Complaints about damage or loss
Where a complaint involves alleged damage or loss of property during a move or delivery, we may ask for supporting information such as photographs, receipts or repair estimates. Providing this material at an early stage can help us make a fair and timely assessment.
All claims for damage or loss are considered in line with the terms and conditions applicable to your booking. Certain items may be carried at your own risk or be subject to specific limitations, and we will explain how this applies in your case when reviewing your complaint.
Using complaints to improve our service
Every complaint gives us an opportunity to review how we operate and improve the way we deliver removal and man with a van services across our service area. We may use information from complaints to:
Provide additional training to staff and drivers.
Update our procedures for packing, loading, transit and delivery.
Improve communication about timings, access, parking and service limitations.
Review our customer information and booking process to make it clearer and more accurate.
Confidentiality and data protection
All complaints are handled confidentially. Information is only shared with staff who need it to investigate and resolve your concerns. Any personal data collected as part of the complaints process is handled in line with our data protection obligations and is not used for unrelated purposes.
Review of this complaints procedure
This complaints procedure is reviewed from time to time to ensure that it remains clear, effective and suitable for the range of man with a van and removal services that we provide. We may update it to reflect changes in our business, legal requirements or best practice. The version published here is the current procedure that applies when you raise a complaint with Man with Van St Giles.
