Complaints Procedure

Complaints Procedure for Man with Van Palmers Green

This Complaints Procedure explains how customers can raise concerns about services provided by Man with Van Palmers Green and how those concerns will be managed. Our aim is to resolve any issues fairly, quickly, and transparently, while using feedback to improve our local removal and man and van services.

Purpose of this Complaints Procedure

The purpose of this procedure is to give all customers a clear and consistent process for raising complaints about our work. This includes removal services, local moves, long-distance moves, loading and unloading, packing assistance, and any related customer service issues.

We are committed to:

Listening carefully to your concerns.

Investigating complaints thoroughly and objectively.

Providing a timely and clear response.

Putting things right where we have made a mistake.

Learning from complaints to improve our services across our service area.

What Counts as a Complaint

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

Concerns about punctuality, behaviour, or conduct of staff.

Disagreement about the work carried out during a removal job.

Issues with how goods were handled, packed, moved, or unloaded.

Disputes about charges, quotations, or additional fees.

Concerns about communication before, during, or after a move.

You do not have to use the word complaint for this procedure to apply. If you tell us you are unhappy and want us to respond, it will be treated as a complaint.

Raising a Complaint

We encourage customers to raise issues as soon as possible, ideally within 7 days of the service being provided or the issue arising. This helps us to investigate while events are still recent and evidence is available.

When making a complaint, please provide as much information as possible, including:

Your full name and the address where the service was carried out.

The date of your move or booking.

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

Any relevant supporting information, such as photographs, item lists, or written notes.

How you would like us to put things right, if you have a preferred outcome.

Stage One: Informal Resolution

Many issues can be resolved quickly by speaking directly with the driver or team leader on the day of the move, or by contacting our office shortly afterwards. We will always try to resolve matters informally first, as this is often the quickest and simplest way to put things right.

At this informal stage we will:

Listen carefully to your concerns.

Ask any questions needed to understand the situation clearly.

Offer an explanation and, where appropriate, an apology.

Discuss possible solutions and agree any immediate action.

If you are not satisfied with the outcome of the informal stage, you may ask for your complaint to be treated as a formal complaint under Stage Two.

Stage Two: Formal Complaint

If the issue cannot be resolved informally, you can raise a formal complaint. This will be reviewed by a manager or designated person who was not directly involved in the original work, wherever possible.

When we receive a formal complaint, we will:

Acknowledge that we have received your complaint within 5 working days.

Record your complaint in our internal log.

Review any relevant documents, job sheets, and communications.

Speak with the staff members involved, if required.

Ask you for any further information we may need.

We aim to provide a full written response within 20 working days of acknowledging your complaint. If for any reason we need more time, we will explain why and tell you when you can expect a final response.

Our Investigation and Response

During our investigation, we will consider all information provided by you and our staff. We will look at what happened, why it happened, and whether our staff followed our usual standards and procedures during the removal or man and van service.

Our final response will normally include:

A summary of your complaint.

What we have investigated and the steps we have taken.

Our decision and the reasons for it.

Any offer of remedy or redress, where appropriate.

Details of any steps we will take to prevent a similar problem in future.

Possible Outcomes

Depending on the nature and findings of the investigation, possible outcomes may include:

An explanation or clarification of what happened.

An apology where we have fallen short of our standards.

Corrective action on future bookings or work.

Review of internal processes, staff training, or communication methods.

In some cases, a goodwill gesture may be offered, depending on the circumstances and our terms and conditions.

Time Limits for Complaints

We ask customers to raise complaints as soon as possible and normally no later than 30 days after the date of the service. Complaints raised after this period may be more difficult to investigate fully, particularly where moves involved multiple collections, deliveries, or storage arrangements. However, we will always consider individual circumstances and explain what we are able to do.

Respectful Behaviour

We understand that moving can be stressful and that complaints are often made at difficult times. We will always treat customers with courtesy and respect and expect the same in return. We may end communication where behaviour is abusive, threatening, or discriminatory, but this will not prevent us from assessing the substance of a complaint based on the information available.

Continuous Improvement

Every complaint is an opportunity for us to improve the way we deliver our man and van and removal services. We review complaint patterns regularly to identify any recurring issues in our service area and to make changes to our procedures, staff training, and communication where needed. Our goal is to provide a reliable and professional moving service, and your feedback helps us achieve that.

Updates to this Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, internal processes, or applicable guidance. The version published on this page is the current procedure that applies to all complaints about Man with Van Palmers Green services.