Complaints Procedure for Man and Van Uxbridge

Man and Van Uxbridge is committed to providing reliable, professional and courteous removal and man and van services. 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 the steps we take to resolve issues fairly and efficiently.

Scope of this Complaints Procedure

This procedure applies to all customers who use our removal, man and van and related transport services. It covers concerns about the quality of service, conduct of staff, handling of belongings, timings, communication and any other aspect of the service we provide.

This procedure is designed to be clear, accessible and easy to follow, whether you are moving home locally or using our man and van service for a single item delivery.

Our Commitment to You

When you raise a complaint with Man and Van Uxbridge, we will:

Listen carefully to your concerns and treat your complaint seriously.

Acknowledge your complaint promptly.

Investigate the matter fairly and objectively.

Provide a clear response within a reasonable timescale.

Where appropriate, offer an explanation, an apology and a suitable remedy.

Use the outcome to improve our services and customer experience.

How to Make a Complaint

You can raise a complaint in writing. Please provide as much detail as possible so we can understand what has happened and how it has affected you. The following information is helpful:

Your full name and the name under which the booking was made.

The date and time of your move or man and van service.

The address where the service took place and any collection or delivery points.

A clear description of what went wrong and when it occurred.

The names of any staff members involved, if known.

Any supporting information such as inventories, job numbers, photographs of damage or written notes.

Please state what outcome you are seeking, for example an explanation, apology, remedial work or compensation assessment.

Time Limits for Making a Complaint

We encourage customers to raise concerns as soon as possible so that events are fresh in everyone’s mind and evidence is easier to review. Ideally, complaints relating to service quality, timings or staff conduct should be raised within 14 days of the service date.

Concerns about damage or loss of items should be raised as soon as they are identified, and no later than 7 days after the move where reasonably possible. This enables us to examine any packing materials, vehicle records and other relevant information.

What Happens After You Complain

Once we receive your complaint, we will follow a clear and structured process.

Step 1: Acknowledgement

We will acknowledge your complaint as soon as we reasonably can. In this acknowledgement we will confirm that we have received your concerns and advise you of the next steps in our investigation.

Step 2: Investigation

Your complaint will be reviewed by a responsible person within Man and Van Uxbridge who was not directly involved in the issue where possible. The investigation may include:

Reviewing booking details, job sheets and removal notes.

Speaking with the team members who carried out the work.

Examining any relevant photographs or supporting documents.

Considering our terms and conditions and any agreed services.

We may contact you if we need more information or clarification.

Step 3: Response

When the investigation is complete, we will provide you with a written response. This will aim to:

Summarise the complaint and the key issues you raised.

Explain the steps we took to investigate.

Set out our findings in clear and straightforward language.

Confirm whether your complaint is upheld in full, in part or not upheld.

Detail any remedies or actions we will take.

Possible Outcomes and Remedies

Depending on the circumstances and our findings, potential outcomes may include:

A full or partial apology and explanation.

Corrective action, such as returning to complete work that fell below our standards where feasible.

A review of internal procedures, staff training or scheduling to reduce the risk of similar issues arising.

Where appropriate, consideration of compensation in line with our terms, conditions and any applicable limitations or cover relating to your move.

Each complaint is assessed on its own facts. Any goodwill gestures or compensation are made without admission of liability and in accordance with our contractual obligations and policies.

Timescales for Resolution

We aim to provide a full response to complaints within 14 working days of acknowledgement. More complex matters, such as those involving significant damage, multiple locations or third parties, may require more time to investigate. If this is the case, we will let you know and keep you updated on progress.

If You Remain Dissatisfied

If you are not satisfied with our final response, you may ask us to review your complaint again. In your request, please explain clearly which aspects of our decision you disagree with and why, and provide any additional information you feel is relevant.

We will then carry out a further review, where possible by someone who has not previously been involved, and provide you with a final written decision.

Recording and Using Complaint Information

All complaints received by Man and Van Uxbridge are logged and recorded. We monitor and review complaint data to identify patterns and opportunities for improvement in our removal and man and van services.

Information from complaints may be used to refine staff training, improve communication with customers, adjust scheduling practices or update procedures related to packing, loading and transport of goods.

Confidentiality and Data Protection

We treat all complaints in confidence and handle personal information in accordance with applicable data protection requirements. Details of your complaint will only be shared within our organisation on a need-to-know basis for the purpose of investigating and resolving the matter.

Continuous Improvement

Man and Van Uxbridge values feedback from all customers, including complaints. We view every concern as an opportunity to learn and to enhance the quality, reliability and professionalism of the moving and transport services we provide.

By following this Complaints Procedure, we aim to ensure that any issues are handled transparently, fairly and promptly, supporting a positive experience for everyone who chooses our man and van and removal services.