Complaints Procedure for Man with Van Northwood
This complaints procedure explains how customers of Man with Van Northwood can raise concerns about our removal and transport services, and how we will respond. We are committed to handling all complaints fairly, promptly and professionally, with the aim of resolving any issues and improving our service for future moves.
Our commitment to you
We want every move to go smoothly, from local van hire to full house or office removals. If something goes wrong, we encourage you to tell us so we can put matters right. We will treat every complaint seriously, investigate it thoroughly, and use your feedback to enhance our services across our operating area.
We will always aim to:
Respond to your complaint as quickly as reasonably possible.
Handle your concerns in a polite, respectful and non-judgemental manner.
Provide clear explanations of what went wrong, where this can be identified.
Offer an appropriate remedy when a failure in service is found.
What is a complaint
A complaint is any expression of dissatisfaction about our services or the way they were delivered, whether justified or not. It can relate to any part of your experience with Man with Van Northwood, including:
Booking and communication before your move.
Punctuality of drivers and removal teams.
Conduct, attitude or professionalism of staff.
Condition, handling or delivery of your belongings.
Charges, quotations, invoicing or payment issues.
Any other aspect of our removal or man and van services that you feel fell below a reasonable standard.
How to make a complaint
You can raise a complaint verbally or in writing. While we will always try to resolve issues raised on the day, we recommend that you put your complaint in writing wherever possible so that we have a clear record and can respond in detail.
Please include the following information to help us investigate:
Your full name and, where relevant, the name under which the booking was made.
The date of the move or service, and the collection and delivery locations.
A clear description of what happened, including times and any relevant details.
Details of any damage, loss, delays or other specific concerns.
Any steps that were taken on the day to address the problem.
What outcome or resolution you are seeking, if you have a particular remedy in mind.
If you raise a complaint verbally, our team may ask follow-up questions to ensure we fully understand the issue and the impact it has had on you.
Time limits for complaints
To allow us to investigate effectively, we ask that you submit your complaint as soon as possible after the event. For issues relating to physical loss or damage to items, you should notify us without undue delay once the issue is discovered.
While we will consider complaints made later, delays in reporting may make it more difficult to gather evidence, speak to staff or assess items, which can affect the outcome.
How we handle your complaint
When we receive your complaint, we will follow these steps:
Acknowledge receipt. We will confirm that we have received your complaint and log it in our internal system.
Initial review. We will carry out an initial review to understand the nature of the issue and determine what information or evidence is required.
Investigation. We may speak to the staff involved, review booking details, job sheets, photographs, notes, and any other relevant records. We may also contact you for further clarification.
Decision and response. Once the investigation is complete, we will write to you with our findings, explaining whether your complaint is upheld in full, in part, or not upheld, and the reasons for our decision.
Where we identify that our service fell short, we will explain what we can do to put matters right. This might include an apology, a service remedy, or, where appropriate, financial redress in line with our terms and conditions and any applicable limitations of liability.
Timescales for response
We aim to respond to all complaints within a reasonable timeframe. The exact time required may vary depending on the complexity of the issue, how many staff need to be consulted, and whether any third parties are involved.
Where we anticipate that our investigation will take longer, we will let you know and provide an indication of when you can expect a full response. We may also provide updates if there are any unforeseen delays.
Outcomes and remedies
Our response will always explain the outcome of your complaint and, where applicable, the steps we will take. Possible outcomes include:
A full or partial apology and explanation.
Corrective action to improve our processes or staff training.
A goodwill gesture or financial remedy, where appropriate and in line with our contractual terms.
Clarification of our policies and obligations, if misunderstandings have occurred.
Any remedy will be assessed individually, taking into account the circumstances of the move, the scope of our responsibilities, and any limitations or exclusions in our terms and conditions.
If you are not satisfied
If you are unhappy with the outcome of your complaint, you can ask for it to be reviewed. Another senior member of the team will reassess the complaint, the investigation and the decision made, and will write to you with a final response.
This internal review is designed to ensure that your concerns have been fully considered and that our decision is fair and reasonable based on the information available.
Using your feedback to improve our service
Every complaint, whether upheld or not, helps us to identify areas where our removal and man and van services can be improved across the regions we serve. We regularly review complaints data to spot recurring issues, strengthen staff training, refine our handling of belongings, and improve communication at every stage of the move.
By following this complaints procedure, we aim to resolve individual issues and continuously raise the standard of service offered by Man with Van Northwood.
