Complaints Procedure
Complaints Procedure for Man and a Van Colliers Wood
Man and a Van Colliers Wood is committed to providing a reliable, professional and courteous removals service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what steps we will take to put things right where possible.
Our Commitment to You
We aim to handle every complaint promptly, fairly and consistently. We use feedback to improve our moving and transport services and to help prevent similar issues in the future. You will always be treated with respect and your complaint will be taken seriously.
What Is a Complaint
A complaint is any expression of dissatisfaction about our services, whether reasonable or not, that requires a response. This may relate to:
Service quality during your move or delivery, including punctuality or conduct of team members. Handling, loading or unloading of your items. Damage, loss or missing items linked to our work. Administration issues such as bookings, documentation, invoices or charges. Communication before, during or after your move.
If you are unsure whether your concern is a complaint, you may still raise it and we will guide you through the next steps.
How to Make a Complaint
You can raise a complaint in writing. Written complaints help ensure we fully understand the details and can investigate thoroughly. Please include:
Your full name. The date of your move or service. A clear description of what went wrong. Any relevant supporting information such as inventory notes, reference numbers, photographs of damage, or copies of correspondence. Details of what outcome you are seeking, if you have a particular resolution in mind.
If you made an informal complaint verbally on the day of your move and feel it has not been resolved, you may escalate it by submitting a formal written complaint.
Time Limits for Raising a Complaint
To help us investigate effectively, please raise your complaint as soon as possible. For damage or loss of items, you should notify us within a reasonable period of discovering the issue. Although we will consider complaints raised later, delays may affect our ability to obtain information or evidence.
Our Complaints Handling Stages
Stage 1: Acknowledgement
Once we receive your complaint, we will acknowledge it in writing. We will confirm that we have received your complaint and will provide an estimated timescale for our investigation and response.
Stage 2: Investigation
Your complaint will be reviewed by a responsible person who was not directly involved in the issue wherever possible. The investigation may include:
Reviewing booking details, inventories and job records. Speaking with the removal team or staff involved. Examining photographs, notes or other evidence you provide. Considering relevant policies, terms and conditions and industry practice.
We may contact you for further information or clarification while we investigate.
Stage 3: Response and Outcome
When our investigation is complete, we will send you a written response that includes:
A summary of your complaint. Details of what we investigated. Our findings and conclusion. Any actions we will take to resolve the issue where appropriate.
Where your complaint is upheld, possible outcomes may include an apology, corrective action, service improvements or, where applicable, consideration of compensation in line with our terms and conditions and any agreed insurance arrangements.
Stage 4: Further Review
If you are not satisfied with our initial response, you may request a further review. Your complaint and our handling of it will then be reconsidered, and you will receive a final written response. This review stage aims to ensure your concerns have been properly addressed and that our decision is fair and reasonable based on the information available.
Timescales
We aim to acknowledge complaints promptly and to complete our investigation within a reasonable and proportionate timeframe, depending on the complexity of the issue. If, for any reason, we need more time, we will let you know and explain why.
Evidence and Cooperation
You can help us handle your complaint effectively by providing as much information as possible, including clear descriptions, dates, and any photographic evidence of damage where relevant. If a complaint relates to damaged items, you should, where possible, retain those items and any packaging until the matter is resolved.
Claims for Loss or Damage
Complaints involving loss or damage to property will be handled in accordance with our terms and conditions and any applicable insurance arrangements. This may require additional information such as proof of value or photographs. Settlement of any such claim will take account of the circumstances of the move, the condition and age of items, and any limitations or exclusions agreed before the service.
Unreasonable or Vexatious Complaints
While we are committed to dealing with all complaints fairly, we reserve the right to restrict communications where a customer behaves unreasonably, for example by being abusive, making persistent or malicious complaints, or refusing to cooperate with an investigation. Any such decision will be taken carefully and as a last resort.
Confidentiality and Data Protection
All complaints are handled in confidence. Information is shared only with those who need it to investigate and respond to your concerns, or where required by law. We handle personal data in line with our privacy policies and relevant data protection requirements.
Using Feedback to Improve Our Service
Complaints and customer feedback are an important part of improving our removal and transport services. We review complaints regularly to identify trends and to make changes to training, procedures, equipment or communication where appropriate, so that future customers benefit from a better moving experience.
Review of This Procedure
This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our services, legal requirements or best practice within the removals sector.
