Complaints Procedure
Complaints Procedure for Man with Van Marks Gate
Man with Van Marks Gate is committed to delivering a reliable and professional removal service. We recognise that on occasion things may go wrong. 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 complaining about any aspect of our removal or man and van services. It applies to all domestic and commercial customers who have booked or received a service from Man with Van Marks Gate.
We use all complaints as an opportunity to review our performance, improve our service standards and prevent similar issues from happening again.
What You Can Complain About
You may use this procedure to complain about any part of our service, including:
Service standards, punctuality or reliability of removals or collections.
Conduct, attitude or behaviour of our drivers, porters or other representatives.
Care and handling of your belongings, including concerns about damage or loss.
How we have communicated with you before, during or after your booking.
Accuracy of information you were given, including quotes or service descriptions.
Billing or invoicing issues related to a removal or delivery service.
This procedure does not cover disputes arising from issues outside our control, such as traffic delays, access restrictions you did not tell us about, or circumstances described in our terms and conditions as exclusions or limitations of liability.
How to Make a Complaint
You can raise a complaint in writing. Providing your complaint in writing helps us understand the issue clearly and investigate it thoroughly.
When you contact us, please include:
Your full name and, if applicable, the name of the person who made the booking.
The service date and collection and delivery locations.
A clear description of what went wrong and when it happened.
Any relevant booking reference or invoice number.
Details of any damage, loss or concern, including photos where possible.
What outcome or resolution you are seeking.
We encourage you to raise your complaint as soon as possible after the issue occurs, ideally within seven days of the service date, so that we can investigate while details are still fresh and evidence is available.
Our Complaints Handling Stages
Stage 1: Acknowledgement
Once we receive your written complaint, we will acknowledge it within five working days. Our acknowledgement will confirm that we have received your complaint and will explain the next steps. If we need more information at this stage, we will let you know.
Stage 2: Investigation
A senior member of the team will review your complaint. The investigation may include:
Reviewing your booking details, notes and any written communication.
Speaking to the staff members involved in your removal or delivery.
Reviewing photographs, item lists or condition reports where available.
Assessing whether our terms and conditions were followed.
We aim to complete our investigation within 14 working days of acknowledging your complaint. If the matter is particularly complex or requires more time, we will inform you and provide an updated timescale.
Stage 3: Response and Decision
After the investigation, we will send you a written response setting out:
A summary of your complaint.
The steps we have taken to investigate.
Our findings and whether your complaint is upheld in full, in part or not upheld.
Any offer of remedy or resolution.
If your complaint involves potential damage or loss to items, we may request additional evidence, such as photographs or proof of value, before deciding on a remedy.
Possible Outcomes and Remedies
Where we find that we have not delivered the service to the standard we expect, possible remedies may include one or more of the following:
An explanation and, where appropriate, an apology.
Corrective action to put right any practical issues within our control.
A goodwill gesture, where appropriate and proportionate.
In cases of proven damage or loss that fall within the scope of our terms and conditions, a contribution towards repair or replacement, taking into account fair wear and tear, pre-existing condition, and any applicable limits or exclusions.
Any financial compensation is assessed on a case-by-case basis and is subject to the terms and conditions that applied when you booked the service.
If You Are Not Satisfied With the Outcome
If you are unhappy with our decision or believe we have not followed this complaints procedure correctly, you may request a further review. You should do this within 14 days of receiving our written response.
In your request for review, please set out why you disagree with the outcome or how you feel the procedure has not been followed. A different senior person, not previously involved with your complaint, will re-examine the matter and provide a final written reply.
Data Protection and Confidentiality
All complaints are handled in line with our data protection responsibilities. We will only share information about your complaint with team members who need it to investigate and resolve the issue. Details of your complaint may be used internally for training and service improvement, but will not be shared externally without lawful reason.
Using Complaints to Improve Our Removal Service
Man with Van Marks Gate views complaints as valuable feedback. We regularly review patterns and themes in the complaints we receive so we can identify any recurring issues, update procedures and provide further staff training where needed. This helps us to raise our service standards and deliver safer, more reliable removals and van hire support for all customers in our service area.
Review of this Complaints Procedure
This complaints procedure is reviewed periodically to ensure it remains clear, fair and in line with our legal obligations and industry practice. We reserve the right to update or amend the procedure, but any changes will not affect your right to have an existing complaint handled under the version that applied at the time you raised it.
