Man With a Van Archway Complaints Procedure

Man With a Van Archway aims to provide reliable, professional and courteous removal services on every job. We recognise that, despite our best efforts, there may be occasions when a customer feels dissatisfied with some aspect of our service. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us throughout the process.

Purpose and Scope of This Procedure

This procedure applies to all domestic and small business customers who have used our man and van or removal services. It covers issues such as booking, communication, arrival times, conduct of staff, handling of belongings, vehicle suitability, and any damage or loss connected with our services.

We use all complaints and feedback as an opportunity to review our practices and improve the service we provide across our service area.

Our Commitment to You

When you raise a complaint with Man With a Van Archway, you can expect that:

We will treat your complaint seriously and respectfully. We will investigate fairly and without bias. We will keep your information confidential and only share it where necessary to investigate and resolve the matter. We will respond within reasonable and clearly stated timescales. Where we are at fault, we will acknowledge this and seek a fair resolution.

Raising a Complaint

If you are unhappy with any aspect of our removal or man and van service, please tell us as soon as possible so that we can try to put things right. In many cases, concerns can be resolved quickly and informally.

Step one is to speak to the team on the day of your move. If you notice a problem while the move is in progress, raise it with the team leader so we have a chance to address it immediately. If the issue cannot be resolved on the day, or if it only becomes apparent afterwards, you can raise a formal complaint.

How to Make a Formal Complaint

You can make a formal complaint in writing. Written complaints help us understand the matter clearly and keep an accurate record of what has happened. In your complaint, please include the following information where possible:

Your full name. The date of the move and the collection and delivery addresses. A clear description of what went wrong and when it happened. Details of any damage or loss, including photographs if available. Any steps already taken to try to resolve the issue. Your preferred outcome or how you would like us to put things right.

We ask that complaints relating to damage or loss are raised within a reasonable time frame after the move so that we can investigate effectively while details are still fresh and any evidence is available.

Acknowledging Your Complaint

Once we receive your complaint, we will send you an acknowledgement. This acknowledgement will confirm that we have received your complaint and are investigating it. We will also provide an indication of when you can expect a full response.

In most cases, we aim to provide a full written response within 10 working days of acknowledging your complaint. If the matter is complex or requires further investigation, we will keep you informed of progress and let you know if we need additional time.

How We Investigate Complaints

To investigate your complaint fairly, we may take the following steps:

Review the original booking details and any notes related to your removal. Speak to the staff members involved in carrying out the job. Examine any photographs or other evidence you have provided. If the complaint relates to damage, review our handling procedures and, where relevant, any pictures taken on the day of the move.

Our aim is to establish what happened, identify whether we did anything wrong, and determine what, if any, steps we should take to resolve the matter and avoid similar issues in future.

Our Response and Possible Outcomes

After investigating your complaint, we will provide you with a written response explaining:

Our understanding of the complaint. The steps we took to investigate. Our findings. Any actions we propose to resolve the matter.

Depending on the nature of the complaint and our findings, possible outcomes may include one or more of the following: an explanation or apology, corrective action for future moves, practical steps to rectify an issue, or in some circumstances, a financial remedy that is fair and proportionate to the issue and in line with our terms and conditions.

If You Are Not Satisfied with the Outcome

If you are unhappy with our response, you may ask for your complaint to be reviewed again. When requesting a review, please explain why you do not consider the outcome fair or complete, and whether you have any additional information you would like us to consider.

A further review will focus on whether the complaint was handled properly and whether the decision reached was reasonable based on the evidence available. We will then confirm the final position of Man With a Van Archway on the matter.

Claims for Damage or Loss

Where your complaint involves alleged damage to property or belongings, we may ask for supporting information, such as photographs, descriptions of the items, purchase dates, and estimated values. This will help us assess the claim in line with our terms and conditions and any applicable limitations of liability.

We may also review how the items were packed and whether any special instructions were given at the time of booking. This assessment helps ensure that all claims are considered fairly and consistently across all customers who use our removal and man and van services.

Using Feedback to Improve Our Service

We regularly review complaints, concerns and feedback to identify patterns and areas where we can improve. This may include additional staff training, updates to our procedures for loading and unloading, or changes to how we plan routes and timings for moves.

By following this Complaints Procedure, we aim to maintain a high standard of service for all customers, from small local moves to larger home removals, and to ensure that issues are dealt with promptly, fairly and constructively.