Complaints Procedure

Complaints Procedure for Man With a Van Lisson Grove

Man With a Van Lisson Grove is committed to providing a professional and reliable removal service. However, we recognise that sometimes things can go wrong. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at every stage.

Our Commitment to Customers

We aim to resolve all complaints fairly, promptly and consistently. We treat every complaint as an opportunity to review and improve our man and van and removal services. We will always handle your concerns with respect and confidentiality.

We want you to feel confident that if you are unhappy with any aspect of our service, you can raise it and know it will be taken seriously.

What This Procedure Covers

This Complaints Procedure applies to all services provided by Man With a Van Lisson Grove, including:

Domestic and commercial removals

Man and van services

Collection and delivery of items

Loading, unloading and transport of goods

Customer service and conduct of our staff

If you are unsure whether your issue is covered, you can still raise it and we will advise you on the appropriate next steps.

When to Make a Complaint

You may wish to make a complaint if you believe that:

The service you received did not match what was agreed

Your belongings were handled carelessly or damaged

Our team did not behave in a professional or courteous manner

We did not keep you informed about your booking or any changes

There were avoidable delays or failures in providing the service

We recommend you raise your concerns as soon as possible so we can investigate while details are still clear.

How to Make a Complaint

You can make a complaint in writing. Please include the following information to help us investigate efficiently:

Your full name

The date and location of the service

A clear description of what went wrong

Any relevant reference numbers or booking details

Details of any loss or damage, including photographs if available

What outcome you are seeking, if you have a preference

If you need help setting out your complaint, you may ask a friend or representative to write on your behalf.

Time Limits for Making a Complaint

We ask that you submit your complaint as soon as reasonably possible after the service has taken place. For issues involving damage or loss of items, you should notify us as quickly as you can once you become aware of the problem.

Although we will always try to consider complaints made later, delays may affect what we are able to do, particularly where evidence is no longer available.

What Happens After You Complain

Once we receive your complaint, we will follow these steps:

Acknowledgement

We will acknowledge your complaint in writing. This confirmation will state that we have received your concerns and that an investigation is under way.

Investigation

We will review the details of your complaint carefully. This may include:

Checking booking records and service notes

Speaking with the staff involved

Reviewing any photographs or evidence you have provided

Assessing the circumstances and any relevant policies

Response

Following our investigation, we will provide you with a written response that will include:

A summary of your complaint

Details of the steps taken to investigate

Our findings and any decision made

Any offer of remedy, where appropriate

Information on what you can do if you are not satisfied with our response

Timescales

We aim to resolve most complaints as quickly as possible. Straightforward issues may be resolved within a few working days. More complex matters may take longer to investigate.

If we need more time to look into your complaint, we will let you know and explain the reasons for the delay, as well as when you can expect a further update.

Possible Outcomes and Remedies

Depending on the nature of the complaint and our findings, possible outcomes may include:

An explanation of what happened and why

An apology where we have fallen short of our standards

Corrective action to put things right where possible

Changes or improvements to our internal processes and staff training

Any other appropriate remedial steps, considered on a case by case basis

All outcomes are based on the facts of each situation and in line with our obligations and limitations as a removal and transport provider.

If You Are Not Satisfied with the Outcome

If you are unhappy with our final response, you may write to us again setting out why you disagree with our decision or the remedy offered. Where possible, please include any additional information you believe we may not have considered.

We will review your complaint again, usually by a different person or manager, to provide a fresh assessment. After this review, our decision will normally be final within our internal process.

Fairness and Confidentiality

All complaints are handled in line with our commitment to fairness, respect and confidentiality. We will not treat you differently or adversely because you have made a complaint.

Information about your complaint will only be shared with those who need it to investigate and resolve the matter or where required by law.

Using This Procedure

This Complaints Procedure is designed to give our customers a clear, reliable route to raise concerns about our man and van and removal services. By following these steps, you help us reach a resolution more efficiently and support our ongoing efforts to maintain and improve our standards of service.

We encourage all customers to let us know when something has not gone as expected so that we can address issues properly and continue to provide a dependable removal service.