Complaints Procedure
Man with Van Westcombe Park Complaints Procedure
Man with Van Westcombe Park aims to provide a reliable and professional removal service for every customer. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, what information we need from you, how we will respond, and the steps available if you are not satisfied with the outcome.
Our Commitment to Handling Complaints
We take all complaints seriously and handle them in a fair, consistent and timely manner. Our objectives when dealing with a complaint are to understand what has gone wrong from your point of view, to investigate the facts carefully, to offer a clear response and, where appropriate, to provide a suitable remedy. We also review complaints to identify patterns and opportunities to improve our removal and man and van services.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our service, whether it relates to a local move, longer-distance journey, packing assistance, loading and unloading, timing, behaviour of staff, or the condition of your belongings. You can complain about something that has already happened or something you believe we have failed to do. We encourage you to raise issues as soon as possible so that they can be addressed promptly.
How to Make a Complaint
You can make a complaint in writing or verbally. Written complaints are preferred as they allow us to clearly understand the details and keep an accurate record, but we will accept any reasonable method of contact. If you raise a concern during a move, please inform the driver or team leader in the first instance so they can attempt to resolve it on the spot. If the issue cannot be resolved immediately, it will be escalated and treated as a formal complaint.
Information We Need From You
To help us investigate your complaint efficiently, please provide as much relevant information as you can. This may include your full name, the collection and delivery addresses, the date and approximate time of the service, a clear description of what went wrong and what outcome you are seeking. If your complaint involves loss or damage, please describe the items involved and the nature of the damage as clearly as possible. Supporting details, such as photographs of any damage or copies of written exchanges about the booking, can help us understand the situation more accurately.
Timescales for Making a Complaint
We ask that complaints regarding completed moves are made as soon as reasonably possible. Prompt notification gives us a better chance of locating information, speaking to staff while events are fresh in their minds, and inspecting any items where damage is alleged. While we will consider complaints raised later, significant delay may limit what we are able to verify or remedy, particularly in relation to perishable or delicate items.
How We Will Respond
Once we receive your complaint, we will acknowledge it within a reasonable time, normally a few working days. This acknowledgement may include a request for further information if anything is unclear. We will then investigate the matter, which may involve reviewing booking records, vehicle logs, route details, photographs, and speaking with the staff involved in your move.
After the investigation, we will provide you with a written or verbal response setting out our understanding of the complaint, a summary of what we have found, and our proposed resolution. Where we uphold your complaint, we may offer one or more of the following: an apology, an explanation, corrective action for future moves, or where appropriate, a financial or service-based gesture in line with our terms and the circumstances of the case.
Timeframe for Resolution
We aim to resolve most complaints within 14 to 28 days of receiving all necessary information. Complex matters, such as those involving multiple moves, third-party services or extensive property damage, may take longer. If we need more time, we will let you know and keep you updated on our progress. Our priority is to reach a fair and transparent outcome rather than to rush the process.
If You Are Not Satisfied With the Outcome
If you are unhappy with our initial response, you may ask for your complaint to be reviewed. When requesting a review, please clearly explain why you are dissatisfied and provide any additional information that you believe has not been considered. A different member of our management team will reassess your complaint, the investigation and the decision already made. Following this review, we will issue a final response setting out our position.
Complaints Involving Loss or Damage
Where your complaint concerns loss of items or damage to property, we will consider the description of the items, their age and condition, the manner of packing and loading, and any relevant limitations agreed as part of your booking. We may request photographs and, where practical, an opportunity to inspect the damaged items. Any offer of repair, replacement or compensation will be made in line with our service terms and any applicable limits discussed before the move.
Using Complaints to Improve Our Service
Complaints are an important source of feedback about how we operate as a local and regional removal provider. We record the number and type of complaints we receive, the root causes identified, and the steps taken to prevent similar issues in the future. This may lead to additional staff training, changes to our booking and confirmation processes, updates to our handling and loading procedures, or adjustments to our service information so that expectations are clear from the outset.
Confidentiality and Data Protection
All complaints are handled with appropriate confidentiality. Information you provide will be used only for investigating and resolving your complaint, for improving our services, or where we are legally required to share it. We will keep complaint records securely and retain them only for as long as necessary for these purposes and in accordance with our wider data protection responsibilities.
Review of This Complaints Procedure
This complaints procedure is reviewed from time to time to ensure it remains clear, accessible and effective for our customers and staff. Any significant changes will apply to future complaints and will be reflected in updated service information. By explaining our approach openly, we aim to give you confidence that any concerns about your removal or man and van service will be handled fairly and professionally.
