Complaints Procedure
Complaints Procedure for Man with Van Leaves Green
Man with Van Leaves Green is committed to providing a professional and reliable removals and man and van 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 handle your complaint, and the steps we take to put things right and improve our services.
Purpose of This Complaints Procedure
The aim of this procedure is to give customers a clear and straightforward process for raising complaints about any aspect of our removal or transport services. It is designed to ensure that complaints are taken seriously, investigated fairly, and resolved as quickly as possible. It also helps us identify areas where we can refine our service, from small local moves to larger home or office removals.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about the standard of our work, the conduct of our staff, our communication, or the way we have handled your booking or move. This may include issues such as service delays, damage to belongings, billing concerns, behaviour of team members, or the overall quality of your moving or delivery experience.
We welcome all feedback, whether positive or negative. If you are unsure whether your issue is a complaint or a general comment, you are encouraged to raise it anyway so that we can respond appropriately.
How to Make a Complaint
You may make a complaint verbally or in writing. To help us resolve your concern efficiently, please provide the following information where possible:
1. Your full name and any booking reference you were given.
2. The date of your move or service.
3. A clear description of the issue, including relevant times, locations, and the people involved.
4. Details of any immediate steps you would like us to consider, such as an explanation, correction, or review of charges.
Complaints can be made directly to a team member on the day of your move, or to our management after the service has taken place. Written complaints are especially helpful where the matter is complex, involves multiple visits, or relates to damage or loss.
When to Make a Complaint
You should raise your complaint as soon as reasonably possible after the issue occurs. For complaints relating to damage or loss of items during a removal, we ask that you notify us within a reasonable period after the move so that we can investigate effectively and review any supporting evidence.
Our Complaints Handling Process
Once we receive your complaint, we will handle it through the following stages.
1. Acknowledgement: We will note your complaint and confirm that it has been received. Where contact details are provided, we will aim to acknowledge your complaint promptly.
2. Initial Review: A member of our management team will review the details of your complaint, the booking information, and any available records from the move, such as job notes or driver reports.
3. Investigation: Where necessary, we may speak to the removal team involved, review photographs, or request further information or clarification from you. This helps us understand what happened and whether our normal standards or procedures were followed.
4. Response and Outcome: Once the investigation is complete, we will provide a clear response explaining our findings, any conclusions, and the actions we propose to take. These actions may include an apology, clarification, corrective measures, or another form of resolution if appropriate.
Timeframes for Responding
We aim to address complaints as swiftly as possible. Straightforward concerns may be resolved immediately or within a few working days. More complex matters, such as those involving multiple visits or disputes about responsibility for damage, may take longer. If an investigation is likely to be lengthy, we will aim to keep you informed of progress and expected timeframes for a final response.
Providing Evidence
In some cases, we may ask you to provide evidence to support your complaint. For removal and man and van services, this may include photographs of damage, copies of invoices, inventory lists, or written descriptions of events. We do not expect you to provide more information than is reasonable, but any supporting details you can give will help us reach a fair and informed outcome.
Possible Outcomes and Remedies
Depending on the nature and findings of the complaint, potential outcomes may include:
1. An explanation of what happened and why.
2. An apology where service has fallen below expected standards.
3. Corrective action for future bookings or internal training for staff.
4. A review of charges or, where appropriate, a financial or practical remedy in line with our terms and conditions and any applicable insurance cover.
Each complaint is assessed on its own facts, taking into account our contractual obligations, the scope of the service requested, and any relevant limitations explained at the time of booking.
Escalating Your Complaint
If you are not satisfied with the outcome of your complaint, you may request that it be reviewed by a more senior member of our management team. When asking for a review, please explain why you disagree with the initial response and identify any information you believe has not been considered. We will then re-examine the complaint and provide a further response.
Our Commitment to Fairness and Improvement
We handle all complaints in a fair, respectful, and non-discriminatory manner. Raising a complaint will not affect your ability to book future services with us or the way we treat you as a customer. We use the information gained from complaints to improve our systems, staff training, and service quality across all moves, from small local jobs to larger removal projects.
Confidentiality and Data Protection
All complaints are handled confidentially. Information you provide is used only for the purpose of investigating and resolving your complaint and for improving our services. We handle personal data in line with our wider data protection practices and retain records of complaints for an appropriate period.
Review of This Procedure
Man with Van Leaves Green keeps this complaints procedure under regular review to ensure it remains clear, effective, and aligned with good practice in the removals and transport sector. Updates may be made to reflect changes in legislation, customer feedback, or operational requirements.
