Man with Van Old Ford Complaints Procedure

This complaints procedure explains how customers of Man with Van Old Ford can raise concerns about any aspect of our removals or man and van services, and how we will handle and resolve those concerns. We aim to treat every complaint seriously, fairly and promptly so that issues are addressed and service standards can continually improve.

Our Commitment to Resolving Complaints

Man with Van Old Ford is committed to providing a reliable, careful and professional moving service for domestic and commercial customers. If something goes wrong, we want to know about it so we can put matters right wherever possible and learn from the experience. We will always treat you with respect, keep you informed, and use your feedback to improve the way we plan and deliver our work.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not. This may relate to the quality of the move, punctuality, conduct of staff, handling of belongings, paperwork and billing, communication before or after the move, or any other part of the service provided by Man with Van Old Ford. We encourage you to raise issues as soon as possible so they can be addressed swiftly.

Raising a Complaint

If you are unhappy with any aspect of your move, please tell us as soon as you can. In many cases, problems can be resolved quickly and informally by speaking with the driver or team leader on the day of the job or by contacting our office after the move. If the matter cannot be resolved informally, or you prefer a more formal approach, you can make a written complaint clearly setting out the details of your concerns.

When making a complaint, please provide as much information as possible, including your full name, the date of the move, the collection and delivery details, a description of what went wrong, and what outcome you are seeking. Clear, factual information helps us investigate your complaint thoroughly and fairly.

Time Limits for Complaints

To help us investigate effectively, we ask that complaints are submitted within a reasonable time of the service being provided. Where your complaint relates to loss or damage to items, we recommend that you raise it as soon as you become aware of the issue and provide any supporting information that may be relevant. Early notification gives us the best opportunity to review the circumstances and consider appropriate remedies.

How We Will Handle Your Complaint

Once we receive your complaint, we will log the details and begin our investigation. We aim to acknowledge receipt of your complaint within a reasonable timeframe and to keep you updated on the progress of our enquiries. We may contact you to request further information, clarify details, or discuss specific points related to your move.

As part of our investigation, we may review job sheets, booking records, photographs or notes taken by the team, and gather statements from staff who were involved in your move. We will consider any relevant terms and conditions and the information you provided when booking the service. Our objective is to understand what happened and whether our service met the standards we promise.

Timeframe for Response

We aim to provide a full response to complaints within a reasonable period from the date we receive all necessary information. Where an issue is complex or requires more detailed investigation, it may take longer. If this happens, we will let you know that more time is needed and explain why. We will always work to resolve matters as quickly as we can while still carrying out a careful and fair review.

Our Decision and Possible Outcomes

After completing our investigation, we will set out our findings and our decision. We will explain whether we uphold your complaint in full, in part, or not at all, and the reasons for this conclusion. Where appropriate, we may offer one or more of the following remedies: an apology, an explanation of what went wrong, corrective action to prevent a recurrence, or a suitable form of redress where liability is accepted and supported by our terms and conditions.

Any remedy will be offered in line with our contractual obligations and subject to the information and evidence provided. Our goal is to reach a fair outcome that reflects the circumstances of your move and our responsibilities as a provider of removal services.

Escalating a Complaint

If you are not satisfied with the outcome of your complaint, you may request that the decision is reviewed. In such cases, a more senior member of our team will re-examine the complaint, the investigation carried out, and the response provided. They may contact you for additional details where necessary. Following this review, we will provide a further written response setting out our final position.

Complaints About Loss or Damage

Where your complaint concerns loss of or damage to property, we understand that this can be particularly distressing. We will handle these cases with sensitivity and care. To help us assess such complaints, please provide a clear description of the items involved, the nature of the damage, any photographs you may have, and details of the estimated value. We will then consider the claim in line with our service terms, any applicable cover, and the circumstances of the move.

Using Feedback to Improve Our Service

Every complaint we receive is recorded and reviewed as part of our quality and training processes. Man with Van Old Ford uses this information to identify areas where procedures can be strengthened, staff training enhanced, and communication improved. Our aim is to ensure that customers choosing our man and van and removal services can rely on a consistent, careful and professional experience.

Privacy and Data Protection

Information provided in connection with a complaint will be handled in line with our data protection practices. Details will only be shared with those who need them to investigate and resolve the issue, or where we are required to share them by law. Records of complaints are kept securely for as long as necessary for legitimate business and legal purposes.

Review of this Complaints Procedure

This complaints procedure is reviewed regularly to ensure it remains clear, effective and appropriate for customers of Man with Van Old Ford. We reserve the right to update or amend this procedure from time to time. Any changes will apply to complaints raised after the updated procedure is published.

We value your feedback and the opportunity to resolve concerns. If you feel that any aspect of our man and van or removal service has not met your expectations, please use this procedure to let us know so that we can address the issue constructively.