Complaints Procedure
Man and a Van Acton Complaints Procedure
This complaints procedure explains how customers of Man and a Van Acton can raise concerns about our removal and transport services, and how we will respond. Our aim is to resolve any issues fairly, consistently, and as quickly as possible, while using your feedback to improve how we operate.
Our Commitment to Customers
Man and a Van Acton is committed to providing a reliable and professional moving service across our operating area. We understand that relocations, deliveries, and collections can be stressful, and we work hard to minimise disruption and protect your belongings. If something goes wrong, or if you feel we have not met the standards you expected, we encourage you to tell us so we can put things right.
What This Procedure Covers
This complaints procedure applies to all services provided by Man and a Van Acton, including domestic and small office moves, collection and delivery of items, and related loading, unloading and transport activities. It covers issues such as service quality, conduct of staff, delays, damage or loss of items, and communication before, during or after your removal.
What We Consider a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, where you are seeking a response or resolution. This may include, for example, concerns about the handling of your belongings, punctuality of the crew, adherence to agreed terms, clarity of pricing, or the way a member of our team has dealt with you.
How to Make a Complaint
You may raise a complaint as soon as you become aware of a problem. Wherever possible, please provide the following information to help us investigate:
The date and approximate time of the service, your full name and the address where the service took place, a clear description of the issue and how it affected you, details of any property or items involved, including photographs if available, and details of any previous communication with us about the same matter.
Complaints can be made in writing or verbally to our office. If you initially raise a concern by telephone or in person, we may ask you to confirm the key details in writing so that we have a clear record.
Time Limits for Raising a Complaint
To allow us to investigate effectively, we ask that complaints relating to removal services, including damage or loss, are submitted as soon as possible and, where practicable, within seven days of the service date. Complaints received after a significantly longer period may be more difficult to assess, although we will always review the information you provide and respond appropriately.
How We Will Handle Your Complaint
Once we receive your complaint, we will follow these steps:
Acknowledgement. We will acknowledge your complaint within a reasonable timeframe. If further information is needed to understand the issue fully, we may contact you to clarify the details.
Investigation. A member of the management team will review your complaint. This may involve speaking with the crew members involved, examining job records, schedules and any relevant images or documents, and assessing our service against our internal standards and any applicable terms and conditions.
Response. After the investigation is complete, we will provide you with a written or verbal response explaining the outcome. Where we find that our service fell short, we will outline what went wrong, how we intend to address it, and what steps we will take to prevent similar issues in the future. Where we do not uphold your complaint, we will explain our reasoning clearly.
Timescales for Responses
We aim to provide a full response to most complaints within ten working days from the date of acknowledgement. If the matter is more complex and requires additional time, we will keep you informed of our progress and provide an estimated timeframe for completion of the investigation.
Possible Outcomes and Remedies
Depending on the nature of the complaint and our findings, possible outcomes may include an explanation or clarification regarding our service or terms, an apology where we have not met expected standards, corrective action such as additional training or changes to procedures, practical steps to complete or improve the service originally agreed, or, where appropriate and subject to our terms and conditions, financial redress or contribution towards reasonable costs.
If You Are Not Satisfied With the Outcome
If you are not satisfied with our response, you may request that your complaint is reviewed by a senior member of the management team who was not directly involved in the original investigation. They will reassess the information available, consider any new evidence you wish to provide, and issue a final decision.
We will endeavour to complete this internal review within a reasonable period and communicate the outcome clearly. This final decision concludes our internal complaints procedure.
Fair Treatment and Confidentiality
All complaints are treated seriously and handled with respect. Raising a complaint will not affect your right to use our services in future, and we will not treat you less favourably as a result. Information you provide will be handled in line with our privacy practices and will only be shared with those who need it to investigate and respond.
Using Feedback to Improve Our Services
Man and a Van Acton uses complaints and customer feedback to monitor the quality of our removal services and to identify areas for improvement. Trends and recurring issues are reviewed by management so that we can adjust our training, equipment, and procedures to better serve customers across our operating area.
Review of This Complaints Procedure
This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective. Any updates will apply to future complaints and will be made available to customers upon request.
