Complaints Procedure

Complaints Procedure for Man with Van Colliers Wood Removal Services

Man with Van Colliers Wood aims to provide a dependable and professional removal service for every customer. We recognise that, on occasion, you may feel that something has not gone as expected. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Purpose of This Complaints Procedure

The purpose of this complaints procedure is to give customers a clear, fair and accessible way to tell us when they are unhappy with any aspect of our removal or man and van services. It also sets out how we will investigate and respond, and the standards we follow when trying to put things right.

This procedure applies to all domestic and small business customers who have used, or attempted to use, our services, including local moves, small removals, and man and van hire in and around our normal service area.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, that requires a response. Examples of complaints include, but are not limited to:

Concerns about the conduct, attitude or punctuality of our drivers or porters. Issues with how items were handled, packed, loaded, transported or unloaded. Disputes about charges, quotes, waiting times, parking arrangements or additional fees. Dissatisfaction with communication before, during or after your removal. Concerns that we have not met the terms agreed for your move.

This procedure does not cover routine service enquiries, booking changes or general feedback that does not require a formal investigation. However, you are welcome to share feedback at any time so we can improve our service.

How to Make a Complaint

You can make a complaint verbally or in writing. We encourage you to raise any concerns as soon as possible after the issue arises so that we can investigate while details are still clear and any evidence is easier to review.

When submitting a complaint, please provide the following information where possible: your full name; the date of your move or booking reference; the address where the service took place; a clear description of what went wrong and when; details of any items affected, including photos if available; and how you would like us to resolve the issue. Supplying this information helps us handle your complaint more efficiently and reach a fair outcome.

Our Complaints Handling Stages

We handle complaints in three main stages. At each stage, we aim to be transparent, fair and respectful.

Stage 1 – Initial review and acknowledgement. Once we receive your complaint, we will log it and carry out an initial review. We will acknowledge your complaint within a reasonable time period. In our acknowledgement, we may ask for further details or supporting information if needed.

Stage 2 – Investigation. A senior member of our team will review your complaint. This may include speaking with staff involved, reviewing booking details, invoices, messages and any photos or notes taken. Where necessary, we may ask you additional questions to clarify certain points. We aim to complete most investigations within a practical timeframe, taking into account the complexity of the complaint and the availability of information.

Stage 3 – Outcome and response. Once the investigation is complete, we will send you a written response explaining our findings and any actions we propose to take. This could include an apology, clarification of our terms, a practical remedy, or other appropriate steps. We will explain our reasoning clearly and how we reached our decision.

Timescales for Handling Complaints

We aim to deal with complaints promptly and proportionately. While exact timescales may vary depending on the circumstances, we will work to acknowledge your complaint as soon as we reasonably can and to provide a full response within a practical timeframe after receiving all relevant information. If we need more time due to the complexity of the matter or the need to gather additional evidence, we will keep you informed of progress and let you know when you can expect an update.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint at the first stage, you may request a further review. In this case, a different senior person, where possible, will re-examine the case, taking into account any new information you wish to provide. Following this review, we will send you a final response explaining our position and any steps we are able to take. Once this stage is completed, our internal complaints process will normally be considered closed.

Remedies and Putting Things Right

Where we find that we have made a mistake or not met our usual standards, we will seek to put things right in a fair and reasonable way. Remedies may include an apology, corrective action, a partial refund, a service adjustment or another solution appropriate to the situation. Any remedy will take into account the nature of the complaint, the impact on you, and the terms and conditions that applied to your booking.

Your Responsibilities When Making a Complaint

We ask that you help us by providing accurate information, responding to our questions in a timely way, and treating our team with respect throughout the process. Abusive, threatening or discriminatory language or behaviour will not be accepted and may result in us limiting how we communicate with you.

Recording and Using Complaint Information

We keep a record of complaints to help us monitor the quality of our removal services and identify areas for improvement. Complaint records may include your name, contact details, service details, the nature of your complaint, and the outcome. We use this information to train staff, review our procedures and improve our service standards, in line with applicable data protection requirements.

Review of This Complaints Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective for our customers and for the ongoing delivery of our man and van and removal services. We may update it from time to time to reflect changes in our operations, service area or legal obligations.

By using Man with Van Colliers Wood, you agree that complaints will be handled according to the process set out in this document, which is designed to give you a straightforward route to raise concerns and to seek resolution.