Complaints Procedure

Man With a Van Bloomsbury Complaints Procedure

Man With a Van Bloomsbury is committed to providing a reliable and professional removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so that we can put things right where possible and improve our services for the future.

Our Commitment to You

We take every complaint seriously and aim to handle all concerns promptly, fairly, and consistently. Our goals when dealing with complaints are to:

Listen carefully to your concerns and understand what has gone wrong from your point of view.

Investigate the matter thoroughly and objectively.

Respond within clear timescales wherever possible, or keep you informed if we need more time.

Offer a clear explanation of our findings and any proposed resolution.

Use your feedback to review and improve our moving and transport services.

What Is a Complaint

A complaint is any expression of dissatisfaction about our service, whether it relates to bookings, communication, timekeeping, handling and transport of items, conduct of our team, or charges for our services. You can complain even if you are not sure whether we are at fault; we will still review the matter and respond.

Raising a Complaint Informally

We encourage you to raise issues as soon as possible so we can try to resolve them quickly. In the first instance, you may wish to speak with the driver or team member on site at the time of your move or job. Many issues can be resolved immediately, such as small misunderstandings about timings, loading arrangements, or agreed services.

If your concern relates to the service provided on the day, and it is safe and practical to do so, please give our team the opportunity to address the problem while they are still with you. This helps us to correct mistakes straight away whenever possible.

Making a Formal Complaint

If your concern cannot be resolved informally, or you prefer not to raise it with the team on site, you can make a formal complaint. When submitting a complaint, please include:

Your full name and the address where the service was provided.

The date and approximate time of the booking and the move or collection and delivery.

A clear description of what went wrong and what outcome you are seeking.

Details of any conversations already held with our staff about the issue.

Photographs or other evidence, if relevant, such as images of any alleged damage.

Providing as much information as possible helps us to investigate thoroughly and respond more effectively.

Time Limits for Complaints

To allow a fair investigation, we ask that you raise any complaint as soon as reasonably possible. For issues concerning potential loss or damage to property, we recommend that you notify us in writing as soon as you become aware of the problem, ideally within a short period of your move or transport service being completed. Delays in reporting may make it harder to investigate fully, but we will still consider your complaint on its merits.

How We Investigate Complaints

Once we receive your complaint, we will:

Acknowledge your complaint and confirm that it is being reviewed.

Check your booking details, service notes, and any relevant photographs or documentation.

Speak with the driver or team members involved in your job.

Assess whether our service met the standards we aim to deliver.

Consider any relevant terms and conditions that applied to your booking.

We aim to complete our investigation and provide a full response within a reasonable time frame. If the matter is complex or requires further information, we will let you know and keep you updated on progress.

Our Response and Possible Outcomes

After we have investigated your complaint, we will write to you with our findings. Our response will normally include:

A summary of your complaint as we understand it.

Details of the steps we took to investigate.

Our decision about whether the complaint is upheld in full, in part, or not upheld.

An explanation of any action we will take as a result.

Depending on the nature of the complaint, possible outcomes may include an apology, clarification of our procedures, corrective action in our processes, or where appropriate and in line with our terms and conditions, an offer of a financial adjustment. Any such offers will be made on a case-by-case basis after careful consideration.

If You Remain Dissatisfied

If you are not satisfied with our final response, you can contact us again, explaining why you disagree with our findings or proposed solution. We will review any new information you provide and consider whether a further investigation is necessary. Once we have carried out a further review, our decision will normally be final within our internal complaints process.

Learning From Complaints

We value all feedback, whether positive or negative. Complaints highlight areas where we may need to improve our removals and man and van services, staff training, or communication with customers. We record complaints and regularly review them to identify patterns, with the aim of raising and maintaining the standards of our service in the local area we serve.

Privacy and Data Protection

Any personal information you provide when making a complaint will be handled in line with our obligations under data protection legislation. Your details will only be used for managing and responding to your complaint, for internal monitoring and training, and for meeting any legal or regulatory requirements. We will keep complaint records securely and for no longer than is necessary for these purposes.

Accessibility of This Procedure

This complaints procedure is intended to be clear and straightforward so that all customers who use our moving and transport services can understand how to raise concerns. If you require this information in a different format, or need additional assistance to make a complaint, please let us know and we will do our best to accommodate your needs within reasonable limits.

Continuous Improvement

Man With a Van Bloomsbury aims to provide a dependable and efficient service for all types of moves and deliveries in our service area. By following this complaints procedure and listening to your experiences, we are better able to refine our processes, support our staff, and deliver a higher standard of service to every customer.