Man with Van Osterley Complaints Procedure

This Complaints Procedure explains how customers of Man with Van Osterley can raise a concern and how we handle, investigate and resolve complaints. It applies to all removal and man and van services we provide, including local moves, small house removals, packing assistance and transport of belongings.

Our Commitment to Handling Complaints

We aim to provide a reliable, professional and friendly removal service. If something goes wrong, we want to know about it so we can put things right and improve our service. We treat all complaints seriously, handle them fairly and aim to resolve issues as quickly as possible.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not. This might include concerns about punctuality, conduct of staff, handling of belongings, the quality of packing or loading, invoicing or charges, or communication before, during or after a move.

Raising a concern will not affect your rights to receive a high standard of service now or in the future.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints are preferred so we can keep a clear record, but we will accept complaints by any reasonable method.

When making a complaint, please provide the following information where possible:

Your full name and the address where the service was provided

The date of the service and approximate time

A clear description of what went wrong and when it happened

Details of any damage or loss, if applicable

Any reference numbers or booking details you have

What you would like us to do to resolve the matter

If you make a complaint verbally and we need more information, we may ask you to confirm the details in writing so that we can investigate thoroughly.

Timescales for Making a Complaint

You should tell us about any concerns as soon as reasonably possible after the issue arises, especially where damage or loss of items is involved. Prompt notification helps us to investigate effectively and, where applicable, to support any insurance process.

How We Handle Your Complaint

We follow a clear process for handling complaints:

1. Acknowledgement: We will acknowledge your complaint as soon as we reasonably can after receiving it. Where necessary, we may ask for more information or evidence, such as photographs of any damage.

2. Investigation: A responsible person will review your complaint, speak to the staff involved, examine any paperwork or job notes and consider any supporting information you have provided.

3. Response: Once we have completed our investigation, we will explain our findings and let you know what action we propose to take. This may include an apology, an explanation, corrective action, or other appropriate steps.

4. Resolution: We aim to resolve complaints promptly. If the issue is complex or requires further enquiries, we will keep you informed of progress and expected timescales.

Providing Evidence and Information

To help us investigate effectively, we may ask you to provide supporting information, which could include photographs of alleged damage, copies of inventories or job sheets, or written confirmation of events. The more detail you can provide, the easier it is for us to review the situation fairly.

Outcomes and Remedies

After our investigation, we will tell you the outcome clearly. Possible outcomes may include:

An explanation of what happened and why

An apology where service has fallen below our standards

Practical steps to put things right, where reasonably possible

Reviewing and improving our procedures or staff training

Any remedy offered will depend on the nature of the complaint, the circumstances of the move and any applicable terms and conditions or insurance arrangements.

If You Are Not Satisfied with the Outcome

If you are unhappy with our response, you may ask for your complaint to be reviewed. In your request for a review, please explain why you are dissatisfied with the outcome or how you believe your complaint has not been properly addressed.

We will then reconsider the information, check that the procedure has been followed and decide whether any further action is appropriate. We will communicate the final decision to you in a clear and timely manner.

Complaints Involving Damage or Loss

If your complaint relates to damage to property, damage to belongings or loss of items during a move, please let us know as soon as you become aware of the issue. You should keep any damaged items and avoid carrying out repairs or disposal before we have had a reasonable opportunity to review the matter.

Any consideration of damage or loss will be handled in line with our terms and conditions and any relevant insurance provisions that apply to the service you booked.

Confidentiality and Data Protection

We handle all complaints confidentially and only share information with those who need it to investigate and resolve the matter. Any personal information you provide as part of a complaint will be processed in accordance with our privacy practices and applicable data protection requirements.

Using Feedback to Improve Our Service

Complaints and feedback are an important part of maintaining and improving the quality of our removal and man and van services. We review complaints regularly to identify patterns, improve training, update procedures and help prevent similar issues from arising in future moves.

We appreciate customers taking the time to tell us when things have not gone as expected, and we are committed to using this information constructively.

Review of This Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and appropriate for the services we provide. We may update or amend it from time to time to reflect changes in our operations or best practice in customer care.