Complaints Procedure

Man with Van Grahame Park Complaints Procedure

This complaints procedure explains how Man with Van Grahame Park will handle any concerns or dissatisfaction you may have with our man and van or removal services. Our aim is to resolve all complaints fairly, promptly and in a way that restores your confidence in using our services in the future.

Our Commitment To You

We are committed to providing a reliable, careful and professional removal service. If something goes wrong, we want to know about it so that we can put matters right and improve our standards. Every complaint is taken seriously and handled in a structured way, with a clear record of what has happened and what we have done to resolve it.

What Counts As A Complaint

You may wish to complain if you are unhappy with any aspect of our service, including but not limited to the following examples:

Service quality, including timekeeping, handling of goods, conduct or attitude of staff, or the way the move was planned or carried out. Damage to property or belongings during collection, transport or delivery. Charges, quotations, invoicing or any confusion regarding fees or additional services. Communication issues, such as lack of updates, unclear information or missed arrangements. Any other aspect of our man and van or removal service which you feel did not meet the standard you reasonably expected.

How To Make A Complaint

You can make a complaint verbally or in writing. While we will always try to resolve concerns raised on the spot, we encourage customers to put more serious or complex complaints in writing so that there is a clear record of events and agreed outcomes.

When submitting a complaint, please include the following details as far as possible: your full name, the date of your move or service, the address where the service took place, a clear description of what went wrong, any supporting information such as photographs or item lists, and what you would consider a fair resolution. Providing accurate and complete information will help us to investigate the matter more quickly and thoroughly.

Stage One: Initial Review And Acknowledgement

Once we receive your complaint, we will record it and begin an initial review. We aim to acknowledge your complaint within a reasonable period of time. In this acknowledgement we will confirm that we have received your complaint, summarise our understanding of the issue and explain the next steps in the process.

If any information is missing or unclear, we may ask you for more details at this stage. This helps to avoid misunderstandings and ensures that we investigate the correct issues from the start.

Stage Two: Investigation

A member of our team will investigate your complaint. This may include reviewing booking records, job sheets, photographs, driver and porter reports, and any correspondence relating to your move. If necessary, we may contact you to clarify points or to request additional evidence, particularly where there is an allegation of damage or loss.

We will also speak to any staff members involved in your move so that we can understand the events from all perspectives. Our aim is to assess the facts objectively and fairly, without pre-judging the outcome.

Stage Three: Response And Proposed Resolution

After completing our investigation, we will provide you with a written response setting out our findings. This response will normally include a summary of the complaint as we understand it, the steps we have taken to investigate, our conclusions based on the available evidence and any proposed resolution or remedy.

Possible outcomes may include an apology, an explanation, service improvements for the future, corrective action in relation to staff or procedures and, where appropriate, a goodwill gesture or contribution towards repair or replacement, subject to our terms and conditions and any applicable limitations. We aim to issue our final response within a reasonable timeframe, taking into account the complexity of the matter.

Stage Four: If You Are Not Satisfied

If you remain unhappy with our decision or the proposed resolution, you should let us know in writing, explaining which aspects you believe have not been properly addressed and what outcome you are seeking. Where possible, your complaint will then be reviewed by a more senior member of the business who was not directly involved in the original investigation.

The senior reviewer will consider all of the information already gathered, together with any new points you have raised, and may contact you for further clarification. Following this review you will receive a final position statement from us.

Time Limits For Reporting Issues

To help us investigate effectively, we ask that complaints relating to a specific move are raised as soon as possible, and in any case within a reasonable period after the service date. Issues such as damage to property or belongings should normally be reported promptly, ideally with supporting photographs taken soon after the event. While we will always try to be fair, delays in reporting may affect our ability to verify what has happened or to offer certain remedies.

Our Approach To Fairness And Confidentiality

All complaints are handled in line with the principles of fairness, respect and confidentiality. We will not treat you differently or less favourably because you have raised a concern about our removal service. Information you provide will be used only for handling your complaint, training our staff and improving our services, except where we are required by law to disclose it.

Using Complaints To Improve Our Service

We view every complaint as an opportunity to review how we work and to improve our man and van and removal services. We regularly review complaint trends to identify areas where additional staff training, clearer communication or changes to our processes may be needed. By telling us when something has gone wrong, you help us to deliver a more dependable service for all customers in the future.

Updates To This Complaints Procedure

Man with Van Grahame Park may update this complaints procedure from time to time to reflect changes in how we operate or to meet any new legal or regulatory requirements. The version published here will always describe the current process we follow when handling complaints about our services.