Complaints Procedure

Man with Van Monken Hadley Complaints Procedure

Man with Van Monken Hadley is committed to providing a reliable and professional removals service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can put matters right and improve our service. 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 provide a clear, fair and transparent process for handling complaints about our moving and removal services. It applies to all domestic and light commercial customers who have used, or attempted to use, our services. We aim to resolve issues as quickly as possible, preferably at an early stage, while ensuring that your concerns are taken seriously and investigated properly.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not. This can include, but is not limited to:

Issues with the quality of our removal or man and van services, problems relating to the handling or protection of your belongings, concerns about punctuality, scheduling or communication, behaviour or conduct of our staff or contractors, disagreements about costs, charges or quoted work, and dissatisfaction with the way a previous concern has been handled.

If you are unsure whether your concern counts as a complaint, please raise it with us anyway. We will treat all feedback constructively and direct it through the most appropriate process.

How to Raise a Complaint

We encourage you to raise any issue as soon as possible after it arises so that we can investigate while details are still fresh. In the first instance, please contact us using your preferred written method, providing the following information:

Your full name and contact details, the date of your move or the date you booked our service, a clear description of what went wrong and how it affected you, any relevant reference numbers, such as a booking reference if applicable, and copies of any supporting information, such as photographs of damage, inventory lists, or written estimates.

Written complaints help us keep a clear record of your concerns and ensure we understand the details accurately.

Initial Acknowledgement

Once we receive your complaint, we will acknowledge it in writing. In our acknowledgement, we will confirm that we have received your complaint, provide the name or role of the person responsible for handling it, outline the next steps in the process, and give an estimated timeframe for our full response.

We aim to send this acknowledgement within a reasonable time of receiving your complaint. If, for any reason, there is a delay in acknowledging your complaint, we will still ensure that it is logged and investigated.

Investigation Process

Your complaint will be investigated by a member of our team who has not been directly involved in the issue wherever possible. The investigation may include reviewing booking and job records, checking correspondence relating to your move, speaking with the staff involved in your removal, assessing any photographs or other evidence provided, and, where relevant, asking you for further information or clarification.

We will approach every complaint with an open mind and treat all parties fairly. Our focus will be on understanding what happened, whether our standards were met, and what can be done to resolve the matter and prevent similar issues in the future.

Our Response and Possible Outcomes

Once the investigation is complete, we will provide a written response. This will normally include a summary of your complaint as we understand it, an explanation of the findings from our investigation, our decision on whether your complaint is upheld in full, in part, or not upheld, and details of any actions we will take as a result.

Where appropriate, we may offer one or more of the following outcomes: an apology and explanation, corrective action to address any ongoing issues, a review of internal processes and staff training, or a gesture of goodwill where this is considered fair and reasonable in the circumstances.

Any outcome will take into account the nature of the complaint, the evidence available, and the terms and conditions under which the service was provided.

Timeframes for Handling Complaints

We aim to resolve most complaints within a reasonable period from the date of acknowledgement. Some complex matters, such as those involving multiple parties or large inventories, may take longer. If we cannot provide a final response within our usual timescale, we will contact you to explain the reason for the delay and give you an updated timeframe.

If You Are Unhappy with the Outcome

If you are not satisfied with our final response, you may ask for your complaint to be reviewed. When requesting a review, please explain why you disagree with our findings or outcome and whether you have any new information you would like us to consider. A senior member of our team will then re-examine your complaint, the investigation and the decision made.

Following this review, we will provide a further written response. This will represent our final position under this Complaints Procedure.

Our Commitment to Improvement

Complaints and feedback play an important role in our commitment to providing a dependable removal and man and van service. We regularly review complaint records to identify patterns, recurring issues and opportunities for improvement. This may lead to changes in our procedures, additional staff training, updates to our customer information, or improvements in how we plan and carry out moves.

By following this Complaints Procedure, we aim to handle every concern in a respectful, timely and fair manner. We appreciate you taking the time to share your experience with us and helping us maintain and improve the standard of service provided by Man with Van Monken Hadley.