Complaints Procedure

Complaints Procedure for Man with Van Ickenham

Man with Van Ickenham aims to provide reliable, efficient and careful removals and man and van services for household and business customers. 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 you can expect from us throughout the process.

Purpose of This Complaints Procedure

The purpose of this procedure is to give all customers a clear and fair route to have issues investigated and resolved. It applies to any service we provide, including local moves, part loads, single-item collections, and other man and van work. Our aim is to put things right where we have made a mistake, learn from any problems, and improve our service across our operating area.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service, staff, vehicles, charges, communication, or the way we have handled your booking or move. This may include, for example:

Concerns about timekeeping or lateness on the day of your move. Issues related to the handling or placement of your belongings. Disputes over quoted prices, final charges, or additional fees. Dissatisfaction with the attitude or conduct of team members. Problems with how we handled an earlier enquiry or concern.

You are encouraged to raise any issues as soon as possible so we can address them promptly, while details are still clear and any evidence can be gathered easily.

How to Make a Complaint

You may make a complaint verbally or in writing. While we will always try to resolve verbal complaints quickly, we recommend putting more serious or complex issues in writing so that there is a clear record of the matters you wish us to review.

When submitting a complaint, please provide the following information to help us investigate thoroughly:

Your full name and the address where the service took place. The date of your move or booking. A clear description of what went wrong and when it happened. Any relevant photographs, notes, or other information that supports your complaint. Details of any conversations already held with our team about the issue. What outcome you would consider fair, such as an explanation, apology, corrective work, or review of charges.

Timescales for Raising a Complaint

We ask that complaints are raised as soon as possible and, where relevant, within a reasonable time after the service has been provided. For issues involving possible loss or damage to items, you should inform us as soon as you become aware of the problem so we can review the circumstances in detail.

How We Will Handle Your Complaint

We treat all complaints seriously and handle them in a professional and respectful manner. Once your complaint is received, we will follow these steps:

First acknowledgement: We will acknowledge your complaint and confirm that we have received all the information needed to start our review. Initial review: We will examine the details you provide, check our booking records, and, where appropriate, obtain statements from the team members involved. Investigation: If the matter is more complex, we may need additional time to gather evidence, for example photographs, inventory notes, or scheduling records. Response: We will explain our findings and set out any proposed actions, such as an apology, corrective work, or review of any charges.

Response Times

We aim to provide an initial acknowledgement of your complaint within a reasonable period of receiving it. For straightforward issues, we will usually aim to give a full response shortly after you contact us. For more complex matters requiring detailed investigation, we may need additional time, but we will keep you updated on our progress and let you know when you can expect a full reply.

Possible Outcomes and Remedies

Depending on the nature of your complaint and the outcome of our investigation, we may offer one or more of the following remedies:

A clear explanation of what happened and why. A formal apology where we have fallen short of our standards. Practical steps to put things right, where this is reasonably possible. Review of charges and, where appropriate, a partial or full adjustment of fees. Changes to our processes, staff training, or booking procedures to reduce the likelihood of similar issues occurring again.

Any offer of remedy will be made in line with our terms and conditions and any applicable consumer protection laws. We will always aim to be fair, transparent, and proportionate in our response.

If You Are Still Unhappy

If you feel that your complaint has not been resolved satisfactorily after our initial response, you may ask for your complaint to be reviewed again. This review will be carried out by a senior member of our team who was not directly involved on the day of your move, wherever possible.

During this review, we will reassess all of the information, including any new details you may provide, and confirm whether our decision should be upheld, amended, or replaced with a different outcome. We will then provide you with a final response setting out our position and the reasons behind it.

Our Commitment to Continuous Improvement

Every complaint is an opportunity for Man with Van Ickenham to improve the way we deliver removal and man and van services. We regularly review complaints to identify patterns, highlight areas for staff training, and refine our booking and operating procedures. Our goal is to minimise disruption, protect your belongings, and provide a dependable service throughout our working area.

By following this Complaints Procedure, we aim to handle concerns in a way that is open, fair, and respectful to all parties involved, and to maintain the trust of customers who rely on us for their moving and transport needs.