Complaints Procedure

Complaints Procedure for Man with Van Lisson Grove

Man with Van Lisson Grove is committed to providing a reliable and professional removal service. We recognise that occasionally things may not go as planned, and we welcome feedback so we can put matters right and improve our services. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Purpose of This Complaints Procedure

This procedure is designed to give customers a clear and fair route to raise any concerns about our man and van or removal services. It applies to all domestic and business customers who have used or booked our services. Our aims are to resolve issues as quickly as possible, to learn from complaints, and to treat every customer respectfully and professionally throughout the process.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our removal services, whether justified or not, where you would like a response or resolution. This can include, for example, concerns about punctuality on moving day, conduct of staff, handling of goods, completion of agreed work, or clarity of pricing and terms. General feedback and suggestions are very welcome; however, if you want us to investigate an issue and provide a formal response, please make it clear that you wish to raise a complaint.

How to Make a Complaint

You can raise a complaint in writing or verbally. Providing your complaint in writing is helpful, as it creates a clear record of the issue and what outcome you are seeking. When submitting a complaint, please include, where possible, your full name, the date and location of the service, a description of what went wrong, details of any damage or loss if applicable, and any supporting information such as photographs or inventories.

If your complaint is made verbally, we may make a written note of the details and may ask you to confirm that our record is accurate. This helps to avoid misunderstandings and ensures that your concerns are captured correctly from the beginning.

Time Limits for Raising a Complaint

We encourage you to raise any issues as soon as possible after the service has taken place. Prompt notification gives us the best chance to investigate effectively and resolve matters quickly. For complaints involving alleged damage or loss of items, we ask that you notify us as soon as you become aware of the issue. While we will always consider complaints raised in good faith, delays in reporting can affect what investigation or remedy is realistically possible.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will log it and carry out an initial review. We aim to acknowledge your complaint within a reasonable timeframe, confirming that it has been received and is being looked into. Where necessary, we may contact you to clarify details or to request additional information, such as photographs, proof of purchase for damaged items, or copies of relevant documents, so that we can understand the situation fully.

Stage Two: Investigation of Your Complaint

A designated person will investigate your complaint impartially. This may include reviewing booking details, job sheets, and any written communications, speaking with staff who were involved in your move, checking any records relating to vehicle use or timings, and assessing any evidence you have provided. Our goal is to establish what happened, whether our service fell below our standards, and what, if any, remedial action is appropriate.

We aim to complete the investigation and provide a full response within a reasonable period, depending on the complexity of the issue and the availability of information. If we need more time, we will let you know and explain why there is a delay, along with an updated timeframe for our response.

Stage Three: Outcome and Resolution

After we have completed our investigation, we will write to you with our findings and any proposed resolution. Our response will usually include a summary of your complaint, the steps we took to investigate, our conclusion, and any actions we will take. Possible outcomes may include, for example, an apology, an explanation, corrective work, a gesture of goodwill, or other appropriate remedies in line with our terms and conditions and any applicable law.

We will always seek to be fair and reasonable and to treat similar cases in a consistent way. If we uphold your complaint, we will also consider whether any internal changes are needed, such as additional staff training or updates to our procedures for handling removal bookings and moving days.

If You Are Not Satisfied With the Outcome

If you are unhappy with our response at the conclusion of Stage Three, you may ask us to review the decision. When requesting a review, please explain which aspects of the outcome you disagree with and why, and provide any further information that you believe has not been considered. A person not previously involved in handling your complaint will, where possible, assess the matter to ensure a fresh and impartial perspective.

After this review, we will issue our final position on your complaint. This will normally conclude our internal complaints process. If you remain dissatisfied after our final response, you may wish to seek independent advice regarding any further options that may be available to you.

Respectful Conduct and Fair Use of the Procedure

We are committed to treating all customers with respect. In return, we ask that customers using this complaints procedure treat our team courteously and fairly. We may decline to engage with complaints that are abusive, threatening, or clearly without substance. However, disagreement with our findings or decisions will not, in itself, be treated as unreasonable, and we will do our best to explain our reasoning clearly.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is shared only with those who need it to investigate or respond to your concerns, or where we are legally required to disclose it. Any personal data provided as part of your complaint will be processed in line with our data protection responsibilities and used solely for the purposes of handling and learning from your complaint.

Continuous Improvement

Feedback and complaints are an important part of improving our man and van and removal services. We regularly review the issues raised through this procedure to identify patterns and implement changes where needed. By following this complaints process, you help us maintain and enhance the standard of service we offer to all customers planning moves and transports in our service areas.