Man with Van Fitzrovia Complaints Procedure
This Complaints Procedure explains how Man with Van Fitzrovia manages and resolves complaints relating to our man and van and removal services. We are committed to treating every concern seriously, responding promptly, and using feedback to improve the service we provide to our customers.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear and fair process for customers who are dissatisfied with any aspect of our service. This may include issues connected with bookings, punctuality, conduct of staff, handling of belongings, completion of a move, or subsequent customer care. Our aim is to resolve problems at the earliest possible stage and to maintain high standards across our local and wider service area.
What Counts as a Complaint
A complaint is any expression of dissatisfaction, whether verbal or written, that requires a response. You may wish to complain if you believe that:
Our service has not been delivered as agreed, for example in relation to timing, collection or delivery of items, or the type of vehicle or staffing provided.
Our team has not acted professionally, respectfully, or safely while carrying out your move.
We have not handled your belongings with appropriate care or there is damage or loss linked to our work.
We have not followed our stated terms, service commitments, or any specific arrangements confirmed at the time of booking.
This procedure is designed for service-related complaints. General enquiries, requests for additional information, or standard feedback that does not require a formal investigation may be handled informally.
How to Raise a Complaint
We encourage customers to raise any concerns as soon as possible, ideally on the moving day or immediately after becoming aware of a problem. This helps us to investigate while details are still clear and, where possible, to put things right quickly.
You can submit a complaint in writing, providing as much detail as you can about the issue. Please include:
Your full name and, if applicable, the name used for the booking.
The date and approximate time of the service.
The collection and delivery locations involved in the move.
A clear description of what went wrong and how it affected you.
Any relevant supporting information, such as photographs of damage, inventory details, or written notes made at the time.
If you raised the issue informally with a member of our team on the day, please mention this and tell us what was discussed, so we can review the situation fully.
Our Initial Response
Once a complaint is received, we will acknowledge it within a reasonable period of time. The acknowledgement will confirm that your complaint has been logged, outline the next steps, and indicate when you can expect a more detailed response.
We aim to complete an initial review quickly, which may include checking booking records, job sheets, vehicle logs, and any communication already exchanged. If we require further information from you to proceed, we will ask for this as part of our acknowledgement or shortly thereafter.
Investigation Process
Every complaint is reviewed by an appropriate person within Man with Van Fitzrovia who was not directly responsible for the issue raised, wherever possible. The investigation may include:
Reviewing notes from the booking and any changes agreed before or during the move.
Speaking with the driver or team members who attended your property.
Checking photographs, inventory details, or other records that relate to your move.
Considering any relevant policies, terms, or standard operating procedures.
We aim to complete our investigation within a reasonable time frame. If the matter is complex or requires more time, we will keep you informed of progress and indicate when we expect to reach a conclusion.
Outcome and Resolution
After the investigation is complete, we will provide a written response setting out:
A summary of your complaint.
The steps we have taken to investigate it.
Our findings and any conclusions reached.
Any actions we propose to resolve the matter.
Possible outcomes may include an explanation, an apology, corrective action relating to future services, or other forms of redress where appropriate and in line with our terms and conditions. Each case is assessed on its own facts, and we will always aim to be fair and proportionate.
If You Remain Dissatisfied
If you are not satisfied with the outcome of the initial investigation, you may request that your complaint be reviewed at a higher level. In doing so, please explain why you disagree with our response and identify any information you believe has not been properly considered.
A further review will focus on whether the complaint was handled fairly, whether our response was reasonable in light of the evidence, and whether any additional steps are required. We will then provide a final response explaining the result of this review.
Timescales and Record Keeping
We aim to deal with complaints as quickly as is reasonably possible while still carrying out a thorough review. Exact timescales may vary depending on the nature of the issue, but our approach is to acknowledge promptly, investigate diligently, and update you if more time is required.
We keep records of complaints and outcomes to monitor service quality and identify areas for improvement. These records are handled securely and in line with our privacy practices.
Using Complaints to Improve Our Service
Man with Van Fitzrovia uses customer feedback and complaints as an important source of information to enhance our removal and man and van services. Trends or recurring issues are reviewed regularly so that we can improve training, refine our procedures, and provide a more reliable and professional experience across our service area.
By following this Complaints Procedure, we aim to ensure that any concerns you may have are listened to, reviewed carefully, and addressed in a way that supports long-term trust in our services.
