Complaints Procedure for Man with Van Sipson
Man with Van Sipson is committed to providing a reliable, professional and fair removal service. We understand that, on occasion, customers may feel that something has not gone as expected. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.
Purpose of this Complaints Procedure
The purpose of this procedure is to give all customers a clear and accessible way to tell us if they are unhappy with any aspect of our removals or man and van services. It sets out the steps we will take to investigate and resolve complaints, and how we will use your feedback to improve our services.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This can include, for example:
Concerns about the conduct, attitude or performance of our staff or drivers. Issues with collection or delivery times and scheduling. Problems with the way items were handled, packed or transported. Disputes over charges, quotations or invoicing. Any other matter where you feel we have not met the standard of service you reasonably expected.
We encourage you to raise any issues as soon as possible so that they can be resolved quickly and fairly.
How to Make a Complaint
You can make a complaint in writing, or by speaking to a member of our team. We recommend that you provide your complaint in writing wherever possible, as this helps us to keep a clear record of the issue and our responses.
When submitting a complaint, please include the following details so we can investigate effectively:
Your full name and the address where the service was provided. The date of your move or booking, and any reference number you were given. A clear description of what went wrong, including dates and times where possible. The names of any staff you dealt with, if known. Any evidence that might help us understand the issue, such as photographs or item lists. What outcome or resolution you are seeking, if you have something specific in mind.
Initial Resolution and Informal Complaints
In many cases, issues can be resolved quickly and informally by speaking with the driver or the coordinator who handled your booking. If you raise a concern during or immediately after your move, our first priority will be to put things right as soon as we reasonably can.
If you are not satisfied with the informal response, or if the issue is more serious, you should use the formal complaints process set out below.
Formal Complaints Process
Once we receive a formal complaint, we will follow these steps:
1. Acknowledgement: We will acknowledge your complaint as soon as reasonably possible. In this acknowledgement, we will confirm that we have received your complaint and explain the next steps.
2. Allocation to a Manager: Your complaint will be passed to a manager or senior member of staff who has not been directly involved in the matter you are complaining about wherever possible. This helps ensure that the investigation is fair and impartial.
3. Investigation: The manager will review your complaint, speak with any staff involved, and examine any relevant documents or records, such as booking details, job sheets and photographs. We may contact you if we need further information to understand the issue fully.
4. Response: After the investigation, we will provide you with a written response. This will explain our findings, any conclusions we have reached, and any steps we propose to take to resolve the matter.
Timescales
We aim to deal with complaints promptly and fairly. While actual timescales may vary depending on the complexity of the issue, we generally work to the following guidelines:
We will acknowledge your formal complaint as soon as reasonably possible. We will aim to complete our investigation and send a full response within a reasonable timeframe from the date of acknowledgement. If the complaint is complex and we need more time to investigate, we will let you know and explain the reason for the delay, as well as when you can expect a final response.
Possible Outcomes and Remedial Action
When your complaint has been investigated, we will explain our findings and any steps we will take. Depending on the circumstances, outcomes may include:
An explanation of what happened and why. An apology, where appropriate. Practical steps to put things right, where this is possible and reasonable. Reviewing or adjusting internal procedures to help prevent similar issues in future. In some cases, a goodwill gesture or other appropriate remedy may be offered, depending on the nature and impact of the problem.
If You Are Not Satisfied with the Outcome
If you remain unhappy with our response, you can ask for your complaint to be reviewed. A more senior member of the team will look again at the details of your complaint, the investigation carried out, and the decision that was made.
We will then provide you with a final position on your complaint and explain our reasoning. This final review aims to ensure that your complaint has been handled fairly and that all relevant information has been properly considered.
Our Commitment to Fairness and Improvement
We take all complaints seriously. Feedback from our customers is a key part of how we maintain and improve our removal services. Every complaint is recorded and monitored so we can identify patterns, learn from mistakes and make any necessary changes to our training, processes and service standards.
Man with Van Sipson is committed to treating every customer with respect, listening to concerns with an open mind, and responding in a professional, timely and fair way. By following this complaints procedure, we aim to resolve issues constructively and uphold the high standards we set for our moving and transport services.
