Complaints Procedure for Man with Van Bedford Park

Man with Van Bedford Park is committed to providing a reliable, professional and fair removals and man and van service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure sets out how you can raise a concern about our service and how we will respond. It applies to all domestic and light commercial customers who use our removal, collection, delivery or man and van services.

Purpose of this Complaints Procedure

The purpose of this Complaints Procedure is to:

Provide a clear and simple process for you to raise any concerns about our service.

Ensure your complaint is taken seriously and handled fairly, politely and promptly.

Allow us to investigate what happened, explain the outcome to you, and where appropriate, put things right.

Help us learn from complaints so that we can improve our removals and man and van services in the future.

What Is a Complaint

A complaint is any expression of dissatisfaction about the service you have received from Man with Van Bedford Park, whether justified or not. This may include issues such as:

Concerns about punctuality or reliability of collections or deliveries.

Concerns about the care taken with your belongings during loading, transport or unloading.

Issues with our staff behaviour, conduct or communication.

Concerns about how your booking, quotation or payment has been handled.

Any other matter where you feel that our service has not met your reasonable expectations.

Who Can Make a Complaint

Complaints can be made by the person who booked the removal or man and van service, or by someone authorised to act on their behalf. If you are raising a complaint on behalf of another person, we may need confirmation from them that they agree for you to act for them.

How to Make a Complaint

We encourage you to raise any concerns with us as soon as possible, so we have the best chance of resolving matters quickly and informally.

Informal Complaints

If an issue arises during a removal or man and van job, please speak to the driver or team leader on site in the first instance. Many issues can be resolved immediately through discussion and practical steps at the time of the job.

If the issue cannot be resolved on the day, or you prefer not to raise it with the crew, you can contact our office to explain your concerns. When doing so, please provide:

Your full name and contact details.

The date and approximate time of the job.

The collection and delivery locations.

A clear description of what went wrong and when it occurred.

Any supporting details that may help us understand the situation.

Formal Complaints

If you are not satisfied with the outcome of an informal discussion, or if the matter is serious, you may make a formal complaint. When submitting a formal complaint, please clearly state that it is a complaint and provide as much information as possible, including any photos or documents relevant to your concerns.

Time Limits for Complaints

We ask that you raise any complaint as soon as reasonably possible and, in any event, within 14 days of the service being completed. Complaints made outside this period may be more difficult to investigate fully, especially in relation to condition of items or events on the day, but we will still consider any concerns you raise and respond where we are able.

How We Will Handle Your Complaint

We aim to deal with all complaints fairly and consistently. Our approach is as follows.

Step 1: Acknowledgement

Once we receive your formal complaint, we will acknowledge it as soon as reasonably practical. We will confirm that we have received your complaint and explain what will happen next in the process.

Step 2: Investigation

Your complaint will be reviewed by a person with appropriate responsibility who was not directly involved in the incident where possible. The investigation may include:

Reviewing your booking details, inventory, quotation and service notes.

Speaking with the driver or team members involved in the removal or man and van job.

Reviewing photographs, damage reports or any other supporting documentation.

Considering our terms and conditions and any relevant policies.

Step 3: Response and Outcome

After we have investigated your complaint, we will provide you with a written response setting out:

Our understanding of your concerns.

What we have investigated and the information we have relied upon.

Our findings and whether your complaint has been upheld in full, in part, or not upheld.

Any steps we propose to take to resolve the matter, which may include an apology, an explanation, corrective action, or other appropriate remedies in line with our terms and conditions.

We aim to provide a full response within 14 days of receiving your formal complaint. Where a complaint is more complex or requires additional time, we will let you know and keep you updated on progress.

If You Remain Dissatisfied

If you are not satisfied with our final response, you can let us know. We will review whether there are any outstanding issues that have not been addressed or whether any further clarification can reasonably be provided. While our decision may not change, we welcome the opportunity to ensure you have a clear understanding of the outcome and our reasons.

Claims for Loss or Damage

If your complaint relates to loss of or damage to belongings during a removal or man and van service, it will be handled alongside our standard claims process. In these circumstances:

We may request photographs of any alleged damage.

We may review the inventory, packing details, access conditions and any notes recorded by our team.

Any offers of repair, replacement, or compensation will be made in accordance with our terms and conditions and any applicable insurance arrangements.

Please note that certain types of items, pre-existing damage, and issues arising from inadequate packing by the customer may be excluded or limited under our terms. You are encouraged to read these carefully when booking your removal or man and van service.

Confidentiality and Data Protection

All complaints will be handled confidentially and in accordance with applicable data protection requirements. Information about your complaint will only be shared with those who need it to investigate and resolve the matter, or as required by law.

Continuous Improvement

We value feedback and see complaints as an important way to improve our services. When things go wrong, we will aim not only to put matters right for you where possible, but also to review what happened so that we can reduce the risk of similar issues arising for other customers in the future.

This Complaints Procedure is kept under regular review to ensure it remains clear, fair and effective for customers using our removals and man and van services.