Man with Van Elm Park Complaints Procedure

Man with Van Elm Park aims to provide a reliable, professional removal and man and van service for every customer. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise concerns, how we will handle your complaint, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear and fair process for reporting dissatisfaction with our services, including house moves, flat moves, office moves, furniture transport, or any related removal services we provide. Our objectives are to resolve issues quickly where possible, to investigate complaints thoroughly, and to use feedback to improve our services.

What Is a Complaint

A complaint is any expression of dissatisfaction about the standard of our removal services, the conduct of our staff, our vehicles or equipment, our communication, or our handling of bookings and payments, where a response or resolution is expected. This includes, for example:

Concerns about punctuality, care of items, loading and unloading, or adherence to agreed instructions.

Disputes regarding charges, quotes or additional costs.

Conduct, attitude or professionalism of our drivers, porters, or office team.

Issues with how we have responded to a previous concern.

How to Make a Complaint

We encourage you to raise any issue as soon as possible so that we can address it promptly. You may make a complaint verbally or in writing. When submitting your complaint, please provide the following information where possible:

Your full name and preferred method of contact.

The date and approximate time of the service.

The collection and delivery locations involved in the move.

A clear description of what went wrong and how it has affected you.

Any relevant supporting information you may have, such as booking references, item lists, photographs, or written notes.

While we accept verbal complaints, written complaints help us to record the details accurately and can assist in reaching a faster and clearer outcome.

Our Complaints Handling Stages

We aim to deal with all complaints in a fair, consistent and timely manner. Our process is divided into the following stages.

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log it in our internal system and assign it to a responsible person for review. We will acknowledge receipt of your complaint as soon as reasonably practicable. In our acknowledgement, we will confirm that we have received your concerns and outline the next steps, including any need for additional information.

Stage 2: Investigation

We will investigate your complaint by gathering all relevant information. Depending on the nature of your complaint, this may include:

Speaking with the removal team members who carried out your move.

Checking booking details, job sheets, and any notes recorded at the time of service.

Reviewing any photos, videos, or written communication you have provided.

Considering any relevant policies or terms that applied to your booking.

We will aim to complete this investigation within a reasonable timeframe, typically within 10 to 14 working days, although more complex complaints may require additional time. If more time is needed, we will let you know and explain why.

Stage 3: Response and Proposed Resolution

After the investigation, we will provide you with a written or verbal response setting out:

A summary of your complaint.

The findings of our investigation.

Our decision and the reasons for it.

Any proposed resolution or remedial action.

Where we find that our service fell below the standards we aim to maintain, we will consider appropriate steps to put things right. Depending on the circumstances, this may include an apology, corrective action on future bookings, or, where applicable, financial remedies in line with our terms and conditions and any relevant insurance arrangements.

Stage 4: Escalation

If you are not satisfied with the outcome at Stage 3, you may ask for your complaint to be reviewed again. In your escalation request, please explain why you are unhappy with the initial outcome and what you believe would be a fair resolution.

A more senior member of our team who was not directly involved in the original decision will review the complaint, the investigation, and the response given. They may contact you for further clarification or information if necessary.

Following this review, we will provide a final response that confirms whether the original decision is upheld, amended, or overturned, along with the reasons for this conclusion.

Timescales

We aim to respond to complaints and escalations within reasonable timescales. While specific timeframes may vary based on complexity, we will endeavour to:

Acknowledge your complaint promptly after receipt.

Complete the initial investigation and provide a response within 10 to 14 working days where possible.

Conclude any escalation review within a further 10 to 14 working days, subject to the availability of information.

If we cannot meet these timescales, we will keep you informed of progress and explain any delays.

Working with You to Resolve Issues

We want to resolve complaints in a way that is fair and reasonable to both you and Man with Van Elm Park. Your cooperation in providing clear details, responding to our questions, and sharing any supporting evidence will help us to deal with your concerns efficiently. We expect all communication to be respectful and constructive, and we will ensure that our team treats you with courtesy and professionalism throughout the process.

Learning from Complaints

We view complaints as an important source of feedback that helps us develop and improve our removal services. Where appropriate, we will use the outcome of complaints to review our staff training, operational procedures, customer communication, and service standards across our moving and transport work.

By following this Complaints Procedure, Man with Van Elm Park is committed to addressing issues transparently and to maintaining high levels of customer care in all aspects of our man and van and removal services.