Complaints Procedure for Man with Van Longford Removals

Man with Van Longford aims to provide a reliable and professional moving and transport service for customers in our removal service area. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to Handling Complaints

We take all complaints seriously and use them as an opportunity to improve our removal and man and van services. Our key commitments are:

We will treat every complaint fairly and with respect. We will investigate what went wrong and why. We will seek to resolve issues promptly wherever possible. We will keep you informed throughout the process. We will learn from complaints to prevent similar issues in the future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether the concern is large or small. This may include, for example:

Delays in collection or delivery. Issues with how items were handled, packed, or transported. Disagreements about charges, quotations, or payment. Concerns about staff conduct or communication. Problems with booking, scheduling, or administration.

If you are unsure whether your issue is a complaint or a query, you can still raise it with us. We will confirm how it will be handled.

Step 1: Raise the Issue Informally

In many cases, problems can be resolved quickly by speaking directly with the team member you have been dealing with on the day of your move or soon afterwards. If you feel comfortable doing so, please explain clearly what has gone wrong and how you would like it to be put right.

When raising your concern informally, it is helpful to provide:

Your full name. The date of your move or booking. The pick-up and delivery locations used for the service. A brief description of what happened. Any supporting information such as photographs or notes.

We will try to resolve informal concerns as soon as reasonably possible. If you are not satisfied with the outcome or prefer to make a formal complaint, you can follow the next step.

Step 2: Making a Formal Complaint

If your concern is not resolved informally or is more serious in nature, you may make a formal complaint. Your complaint should clearly set out:

Your full name and preferred method of contact. The date of the service and any booking reference you have been given. A detailed description of the issue, including times, locations, and the people involved where possible. The impact the issue has had on you, for example damage, delay, or inconvenience. What outcome or resolution you are seeking.

Once we receive your formal complaint, we will acknowledge it within a reasonable period of time and explain the next steps.

How We Investigate Complaints

When a formal complaint is received, we will carry out an impartial investigation. This may include:

Reviewing booking records, job sheets, and route details. Speaking with the driver or team members involved in your move. Considering any photographs, messages, or documents you provide. Assessing our policies and procedures relevant to your complaint.

We aim to complete most investigations within a reasonable timeframe. If the matter is complex or requires additional information, we will let you know and provide an updated timescale.

Our Response and Possible Outcomes

After investigating your complaint, we will provide a clear written response. This will usually include:

A summary of your complaint and the issues raised. The steps we took to investigate the matter. Our findings and any conclusions reached. Any actions we will take to resolve the situation, where appropriate. Any changes we plan to make to improve our services and prevent recurrence.

Depending on the circumstances, possible outcomes may include an apology, an explanation, corrective action to address the issue, or other forms of resolution in line with our terms and conditions and applicable legal requirements.

Escalating Your Complaint

If you are not satisfied with the outcome of your formal complaint, you may ask for your complaint to be reviewed again. When requesting an escalation, please explain why you are unhappy with the original decision and provide any additional information that you would like us to consider.

We will review the previous investigation, consider any new evidence, and provide a final response. This stage represents our final internal review of your complaint.

Time Limits for Making Complaints

You are encouraged to raise any concerns as soon as possible after the service has taken place. This makes it easier for us to gather accurate information and resolve matters promptly. If a significant amount of time has passed, it may be more difficult to investigate fully, but we will still review your complaint and explain what is and is not possible.

Information We May Need From You

To help us handle your complaint efficiently, please provide as much relevant information as you can. This may include:

Proof of booking or payment. Photographs of any damage or issues. Correspondence relating to the booking or move. Names or descriptions of staff members you dealt with. Any steps you have already taken to try to resolve the matter.

We will only use the information you provide for the purpose of investigating and resolving your complaint and for improving our services.

Confidentiality and Data Protection

Your complaint will be handled in confidence and shared only with those who need the information to respond and resolve the issue. We will manage all personal information in line with our data protection responsibilities and our privacy practices.

Continuous Improvement

We view feedback and complaints as an essential part of improving our removal and transport services across our operating area. Where complaints highlight recurring issues, we may:

Provide additional training for staff. Review and update our procedures for handling goods and scheduling moves. Improve our communication before, during, and after jobs. Adjust our service standards to better meet customer expectations.

By following this complaints procedure, we aim to deal with issues fairly, consistently, and efficiently, ensuring that customers using Man with Van Longford services receive a clear and reliable response whenever concerns arise.