Complaints Procedure

Man With a Van Waterloo Complaints Procedure

This Complaints Procedure explains how Man With a Van Waterloo manages and resolves complaints related to our removal and transport services. Our aim is to provide a clear, fair and efficient process for addressing any concerns you may have about our work, staff or service standards.

We take all feedback seriously, including complaints, as they help us maintain and improve the quality of our moving and delivery services across our service area.

What This Procedure Covers

This procedure applies to complaints about:

– Home and office removals
– Man and van services
– Packing, loading and unloading
– Handling and care of goods
– Timekeeping, reliability and communication
– Conduct and behaviour of our staff or subcontractors
– Quality of service before, during or after a move

It does not cover general enquiries, quotations, or requests for additional services. Those should be made through our normal customer contact channels.

Our Complaints Principles

When handling complaints, we follow these principles:

– Accessibility: The process is simple and clear.
– Fairness: All complaints are treated impartially and respectfully.
– Confidentiality: We handle your information in a secure and confidential manner.
– Timeliness: We aim to resolve issues as quickly as the situation allows.
– Improvement: We use complaints to identify and implement service improvements.

How to Make a Complaint

You can raise a complaint in writing or verbally. We encourage you to provide as much detail as possible so that we can fully investigate your concerns. When making a complaint, please include:

– Your full name
– The date of your move or booking
– Any reference number you have been given
– A clear description of what happened
– The date and time of the incident or issue
– Names of any staff involved, if known
– Any supporting information, such as photos or inventory notes
– What outcome you are seeking, if you have a preferred resolution

If your complaint is made verbally and cannot be resolved immediately, we may ask you to confirm the details in writing so we have an accurate record.

Initial Resolution by the Operations Team

Where possible, we aim to resolve complaints at the earliest stage. In many cases, issues can be addressed quickly by the member of staff you have already been dealing with or by the operations team responsible for your booking.

The operations team will review your concerns, check relevant records such as booking details, driver logs and job notes, and may contact you for further information. If we can resolve the issue at this stage, we will explain the outcome to you and confirm any agreed actions.

Formal Complaint Stage

If your complaint cannot be resolved informally, or if you prefer to escalate it immediately, it will be logged as a formal complaint. At this stage:

– We will acknowledge receipt of your complaint within a reasonable timeframe.
– A member of our management team will be assigned to review your case.
– We will conduct an objective investigation into the issues raised.

The investigation may involve:

– Reviewing booking and job documentation
– Speaking with the driver or removal team involved
– Assessing any images or evidence provided
– Considering relevant policies and service standards

Response Times and Updates

We aim to provide a full response to formal complaints within a reasonable period, taking into account the complexity of the matter. Where the issue is straightforward, we may be able to resolve it quickly. More complex cases, such as those involving damage assessments or multiple parties, may take longer.

If we need more time to complete our investigation, we will let you know and provide an indication of when you can expect a further update.

Complaint Outcomes

Once our investigation is complete, we will explain our findings and any conclusions reached. Possible outcomes may include:

– An explanation or clarification
– An apology where appropriate
– Corrective action to put things right where possible
– Changes to internal procedures or staff training
– Where applicable and justified, consideration of financial or practical remedies in line with our terms and conditions

We will clearly outline the reasons for our decision and how it was reached, referencing the information and evidence that has been considered.

If You Remain Dissatisfied

If you are not satisfied with the outcome of your complaint, you can ask for a further review. A senior member of the team, who has not previously been involved in the matter, will reassess your complaint and our initial response.

During this review stage, we may ask you to clarify which aspects of the original decision you disagree with and whether you have any new information or evidence to add. After the review, we will provide a final response outlining our position.

Claims Related to Loss or Damage

Complaints involving loss of or damage to goods are handled in line with our service terms and any applicable insurance arrangements. It is important that any such issues are reported to us as soon as possible after the move, and within any time limits set out in our terms of business.

To assess these complaints, we may request:

– Photographs of the damage
– Proof of ownership or value
– Details of the condition of items before the move
– Information on packaging or pre-existing damage

Any offers of settlement will be made with reference to our contractual obligations and the information available.

Using Complaints to Improve Our Service

Man With a Van Waterloo reviews complaints regularly to identify trends, recurring issues and opportunities to improve our removal and transport services. Outcomes from complaints may lead to additional staff training, updates to procedures, or changes to how we plan and deliver moves across our service area.

By following this procedure, we aim to ensure that every complaint is treated seriously, handled professionally and used as a chance to enhance the service we provide to all customers.