Complaints Procedure for Man With a Van Colliers Wood

Man With a Van Colliers Wood is committed to providing a reliable and professional moving and removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put things right, learn from what went wrong, and improve our services. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we will work with you to achieve a fair resolution.

Our Commitment to You

We aim to handle all complaints promptly, fairly, and consistently. We will listen carefully, treat you with respect, and take your concerns seriously. Our goals are to resolve issues as quickly as possible, keep you informed throughout the process, and ensure that any justified complaint leads to practical improvements in how we operate our man and van and removal services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the standard of our services, the conduct of our staff or contractors, or any aspect of your experience with Man With a Van Colliers Wood. This may include issues such as delays, missed appointments, damage to goods, poor communication, or disputes over charges. You do not need to use the word complaint for us to treat your concern as one.

Raising a Complaint Informally

Many concerns can be resolved quickly and informally. If you are unhappy during or immediately after your move or collection, please speak to the team member in charge on the day. They may be able to rectify the problem straight away, for example by adjusting the way items are loaded, clarifying costs and timings, or arranging an immediate follow-up visit where possible.

If your concern cannot be resolved on the spot, or if you remain dissatisfied after speaking to our team, you can progress to the formal complaints procedure outlined below.

How to Make a Formal Complaint

You can make a formal complaint in writing. Written complaints help us keep a clear record of what has happened and allow us to investigate your concerns thoroughly. When you write to us, please include:

A clear description of what went wrong, the date and time of the service, the address or area where the work took place, the names of any staff you dealt with if known, and what outcome you are seeking, for example an explanation, an apology, remedial work, or a review of charges.

Please raise your complaint as soon as possible after the issue occurs. Complaints made more than three months after the event may be harder to investigate fully, although we will always consider the circumstances of any delay.

What Happens After You Complain

Once we receive your complaint, we will acknowledge it in writing within a reasonable time. We will confirm that we have received your concerns and outline the next steps in our investigation.

A member of our management team will review your complaint. This may include checking booking details, vehicle logs, staff statements, photographs, and any other relevant records from the moving or removal job. If we need further information from you to understand the situation properly, we will contact you to request it.

We aim to provide a full written response within 14 working days of acknowledging your complaint. If, for any reason, we need more time, we will let you know and explain why there is a delay and when you can expect our final response.

Our Response and Possible Outcomes

When our investigation is complete, we will send you a written response setting out:

Our understanding of your complaint, a summary of what we have investigated, our findings on each point you have raised, and any action we propose to take. Where we find that we have fallen short of our standards, we will offer an apology and explain how we intend to put things right.

Depending on the circumstances, possible outcomes may include an explanation or clarification, practical steps to complete or correct work, a review or adjustment of charges, or internal measures such as additional staff training or changes to procedures. Any remedy will reflect the nature of the issue and the evidence available.

Escalating Your Complaint

If you are not satisfied with our initial response, you can ask for your complaint to be reviewed at a higher level within the company. When requesting an escalation, please explain why you are unhappy with the outcome and what you believe has not been addressed.

A more senior manager will reassess your complaint, the investigation, and our original decision. They may contact you to discuss the matter further or to request additional information. We will then provide you with a final response, normally within 14 working days of your escalation request.

Timeframes and Communication

We aim to keep our complaints process straightforward and transparent. While we work to resolve your complaint, we will keep you updated at key stages, especially if our investigation takes longer than expected. You are welcome to contact us during the process to ask for an update or to provide further details that may assist our review.

Fairness and Confidentiality

All complaints are handled in line with our commitment to fairness and impartiality. We will consider all the evidence available before reaching a decision and will not treat you differently in the future because you have raised a concern. Your complaint and any related information will be treated as confidential and only shared with staff who need it to investigate and respond appropriately.

Using Complaints to Improve Our Service

We view complaints as an important source of feedback that helps us improve our moving and removal services. Where we identify patterns or repeated issues, we will review our processes, staff training, and service standards to prevent similar problems in the future. By telling us when things go wrong, you help us make our service more reliable and responsive for all customers.

Availability of This Procedure

This complaints procedure is available to all customers of Man With a Van Colliers Wood. You can refer to it at any time before, during, or after your move or removal booking. If you require this information in a different format, please let us know and we will do our best to assist.

We appreciate your trust in choosing Man With a Van Colliers Wood and are committed to addressing any concerns you may have in a timely and professional manner.