Complaints Procedure

Man With a Van Stepney Complaints Procedure

Man With a Van Stepney is committed to providing a reliable, careful and professional removal service. However, we recognise that sometimes things can go wrong. This complaints procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage of the process.

We aim to resolve issues quickly, fairly and transparently, and to use all feedback to improve our moving and transport services for future customers.

Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear and simple way to tell us when they are unhappy with any aspect of our service. It applies to all services provided by Man With a Van Stepney, including house moves, flat moves, small office moves, and local van and driver hire for collections and deliveries.

This procedure sets out:

How to make a complaint
What information we need from you
How we will acknowledge and investigate your complaint
How we will respond and what outcomes are possible
What to do if you are not satisfied with our response

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not. This may include, for example:

Concerns about the standard of our removal or transport service
Damage to property or belongings during loading, transit or unloading
Delays, missed time slots or cancellations
Behaviour or conduct of any member of our team
Information you believe was unclear, misleading or incomplete
Issues with invoices, charges or payments

We treat all complaints seriously and handle them confidentially, in line with data protection requirements.

How to Make a Complaint

You should raise your complaint as soon as possible after the issue occurs, so that we can investigate while details are still clear. You can make a complaint verbally to a member of staff on the day of your move, or in writing afterwards.

To help us deal with your complaint efficiently, please provide:

Your full name
The date and approximate time of the service
The service address and destination address, if relevant
A clear description of what went wrong
Any supporting information, such as photographs of any damage or copies of paperwork
Details of how you would like us to put things right

If your complaint is made verbally to a team member on the day, they will do their best to resolve the problem immediately where possible. If it cannot be resolved on the spot, the issue will be referred for further review under this procedure.

Acknowledgement of Your Complaint

Once we receive your complaint in writing, we will log it and send you an acknowledgement. This acknowledgement will confirm that we have received your complaint and that it is being investigated under our complaints procedure.

In most cases, we will acknowledge your complaint within a reasonable period of time. If there is likely to be any delay in acknowledging your complaint, we will aim to let you know the reason for this and when you can expect to hear from us.

How We Investigate Complaints

We aim to investigate all complaints thoroughly, impartially and as quickly as circumstances allow. Depending on the nature of your complaint, our investigation may include:

Reviewing booking records, job sheets and relevant paperwork
Speaking to the team members involved in your move
Reviewing photographs or other evidence supplied by you or our staff
Assessing whether our terms and conditions were correctly applied
Considering what action may be reasonable to resolve the issue

We may contact you during the investigation to ask for further details or clarification. Providing clear information at this stage helps us reach a fair and accurate outcome.

Our Response and Possible Outcomes

After we have completed our investigation, we will provide you with a written response setting out:

A summary of your complaint
What we have investigated and the evidence we have considered
Our findings and conclusion
Any steps we propose to take to resolve the matter

Depending on the circumstances, possible outcomes may include:

An explanation or clarification
An apology where we are at fault
Corrective action on future bookings or processes
A goodwill gesture, where appropriate
Other practical steps to address the issue where reasonably possible

We aim to provide a full written response within a reasonable timeframe. If, for any reason, our investigation takes longer, we will keep you informed of progress.

If You Are Not Satisfied

If you remain unhappy after receiving our response, you can ask for the complaint to be reviewed. When requesting a review, please explain which parts of our response you disagree with and why, and include any additional information you feel is relevant.

On review, we may:

Reconsider evidence or obtain further information
Clarify how we reached our earlier decision
Confirm our original decision or offer to take further steps

The outcome of the review will be provided to you in writing. This will be our final position on the matter.

Your Responsibilities

To ensure complaints are handled fairly and efficiently, we ask that you:

Provide accurate and complete information
Raise concerns as soon as reasonably possible
Communicate with our staff courteously and respectfully
Allow us reasonable time to investigate and respond

We reserve the right to end communication where behaviour becomes abusive or threatening, but this will not affect our duty to assess the substance of a genuine complaint.

Using Feedback to Improve Our Service

We review complaints and customer feedback on a regular basis to identify patterns, training needs and opportunities for improvement. This helps us maintain and develop a dependable man and van removal service for customers moving home, relocating a small office, or arranging local collections and deliveries.

By following this complaints procedure, we aim to treat every customer fairly and to keep our removal and transport services professional, transparent and accountable.