Man and a Van Enfield Complaints Procedure
Man and a Van Enfield aims to provide a reliable, professional and considerate removal service for all customers. However, we understand 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.
Purpose of this Complaints Procedure
The purpose of this procedure is to give customers a clear and fair process for making complaints about our removal and delivery services. It ensures that all complaints are handled consistently, in a timely manner, and with full consideration of the circumstances. We use feedback and complaints as an opportunity to review our practices and improve the quality of our services.
What is a Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, where you would like a response or resolution. This may include, for example, concerns about punctuality, handling of items, staff conduct, communication, service quality, or charges related to your move or transport service.
How to Make a Complaint
You can make a complaint in writing or by speaking with us. Written complaints are preferred as they help us keep an accurate record of the issues raised and the details of your move. When submitting your complaint, please provide the following information where possible:
The date of your removal or booking, your full name, and your collection and delivery locations. Please also describe the issue clearly, including the sequence of events, any damage or loss, names of staff members involved if known, and what outcome you are seeking. Including photographs, inventories, or other supporting information will help us to investigate your complaint more thoroughly.
Timeframe for Making a Complaint
You should raise your complaint as soon as possible after the issue arises. For damage or loss of items, we ask that you notify us promptly after the move so that evidence can be collected while the details are still clear. Complaints raised long after the event may be more difficult to investigate fully, but we will still consider any concerns raised in good faith.
Acknowledgement of Your Complaint
Once we receive your complaint, we will record it and acknowledge it within a reasonable period. We will confirm that we have received your complaint, outline the next steps, and may request additional information if required. If your concern can be resolved immediately at this stage, we will aim to do so.
Investigation Process
All complaints are treated seriously and investigated by a member of our management team or an appropriate senior staff member. The investigation may include reviewing booking details, job sheets, route and timing information, photographs, communication records, and statements from staff involved in the move. Where necessary, we may contact you for clarification or further evidence.
We aim to conduct investigations impartially, considering the information provided by you and our team. Our objective is to understand what happened, whether our service fell below our standards, and what action or remedy is appropriate.
Response and Outcome
After the investigation is complete, we will provide you with a written or verbal response setting out our findings and any proposed resolution. This may include an explanation or apology, corrective action, service improvements, or other remedies where applicable and in line with our terms and conditions.
We aim to provide a full response within a reasonable time after acknowledging your complaint. If the matter is complex and requires more time, we will let you know and keep you updated on progress.
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 more senior member of the team. When requesting a review, please explain why you are unhappy with our initial decision and set out any additional information you believe should be considered.
We will then reassess the complaint, taking into account your comments and any new evidence. Following this review, we will provide a final response, explaining the outcome and the reasons for our decision.
Complaints Relating to Damage or Loss
Where your complaint involves damage to or loss of items during a move, we may ask for photographs, proof of ownership, or valuations to support your claim. You should retain any damaged items where possible until the complaint has been resolved. Any settlement for damage or loss will be assessed in accordance with our terms and conditions and any applicable limits of liability.
Our Commitment to Fair Treatment
Man and a Van Enfield is committed to treating all customers fairly and respectfully throughout the complaints process. We will not discriminate against or disadvantage anyone who raises a complaint in good faith. Your complaint will not affect the standard of service you receive on any existing or future bookings.
Using Feedback to Improve Our Service
All complaints and significant concerns are reviewed periodically to identify patterns, training needs, or areas where our systems can be improved. This may include updating staff training, revising procedures for handling and transporting goods, improving communication with customers, and enhancing documentation of moves across our service area.
Confidentiality and Data Protection
Information you provide in connection with a complaint will be handled sensitively and used only for the purpose of investigating and resolving your concerns, managing our services, and meeting any legal obligations. We will store and process any personal information in line with our data protection obligations and internal policies.
Review of this Complaints Procedure
This Complaints Procedure is reviewed regularly to ensure it remains clear, fair and effective for customers using our removal and man and van services. We may update it from time to time to reflect changes in our operations, relevant regulations, or best practice. The version published on our website will always be the most current.
