Complaints Procedure

Complaints Procedure for Man with Van Falconwood

Man with Van Falconwood is committed to providing a reliable and professional removal service for all customers. We recognise that, on occasion, things may go wrong or fall short of expectations. This complaints procedure explains how you can raise a concern about our service, how we will respond, and the steps we will take to resolve matters fairly and efficiently.

Scope of this Complaints Procedure

This procedure applies to complaints relating to our man and van and removal services, including local moves, small house or flat removals, single-item transport, and related loading, unloading, and driving activities. It covers issues such as service quality, conduct of team members, damage to property or belongings, delays, communication problems, and administrative errors in bookings or invoices.

This procedure does not cover disputes solely about pricing where the agreed quote has been followed, or complaints relating to circumstances outside our reasonable control, such as severe traffic disruption or extreme weather. However, if you are unsure whether your concern is covered, you should still contact us so we can advise you.

How to Make a Complaint

You may raise a complaint verbally or in writing. We encourage you to explain clearly what went wrong and what outcome you are seeking. Wherever possible, please provide the following information to help us deal with your complaint quickly:

The date and approximate time of the removal or man and van service, the collection and delivery locations, a clear description of what happened, the names of any team members you dealt with if known, details of any damage or loss, including photos if available, and copies of any relevant documents, such as your booking confirmation or inventory.

If your complaint is made verbally during or immediately after the job, our driver or team member will do their best to resolve the issue on the spot. If this is not possible, the matter will be referred to the office for investigation and follow-up.

Time Limits for Raising a Complaint

We ask that you raise any complaint as soon as reasonably possible so that we can investigate while the details are still clear and any evidence can be obtained. For physical loss or damage to items, you should notify us as soon as you discover the issue and within a reasonable time after the move has been completed.

If a complaint is raised after a significant delay, it may be more difficult for us to investigate thoroughly, but we will still review the information provided and respond appropriately.

Our Complaints Handling Stages

We aim to handle all complaints in a professional, impartial and transparent way. Our process typically follows these stages.

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, it will be logged and assigned to a person responsible for handling it. We will acknowledge receipt of your complaint within a reasonable time. If your complaint is straightforward, we may also provide a full response at this stage.

Stage 2: Investigation

For more complex matters, we will conduct a fuller investigation. This may involve speaking with the driver or team members involved, reviewing booking information, route details, schedules, photographs, or any other relevant documents. We may also contact you for clarification or further information if needed.

During this stage, we will consider whether our service met the standards we aim to provide, whether our terms and conditions were followed, and whether any errors or avoidable shortcomings occurred.

Stage 3: Outcome and Response

Once the investigation is complete, we will write to you with our findings and any proposed outcome. Where a complaint is upheld in full or in part, possible outcomes may include an apology and explanation, corrective action for future bookings, a goodwill gesture, or, where appropriate and in line with our terms and conditions, consideration of compensation or contribution to repair costs.

If we do not uphold the complaint, we will clearly explain the reasons for our decision and the evidence we relied upon.

Timeframes for Responses

We aim to resolve complaints as quickly as possible. Many issues can be addressed within a few working days. More complex matters, especially those involving damage assessment or third parties, may take longer to investigate. If we anticipate any delay, we will keep you informed of progress and provide an updated timescale for our response.

Your Responsibilities When Making a Complaint

We ask that customers raising complaints do so honestly, politely and with respect for our staff. You should provide accurate information and not deliberately withhold relevant details. If requested, please supply any supporting documents or photographs that could help us review your case.

Where a claim involves damage or loss, you should take reasonable steps to prevent further damage, for example by not continuing to use a damaged item if doing so could worsen its condition.

Our Commitment to Fairness and Improvement

We treat all complaints seriously and use them as an opportunity to improve our man and van and removal services. Each complaint is reviewed on its own facts, and we aim to respond in a balanced and reasonable way, taking account of both your experience and the information provided by our team.

Where we identify patterns of similar complaints, we will consider whether changes to our procedures, staff training, vehicle allocation, or scheduling processes are needed to reduce the risk of similar issues occurring again.

Confidentiality and Data Protection

Information you provide as part of a complaint will be handled in line with applicable data protection principles. Details will normally be shared only with those who need to know in order to investigate and resolve the matter. We will retain records of complaints for a reasonable period, which helps us monitor service levels and demonstrate how concerns were handled.

Ending the Complaints Process

We aim to resolve complaints to the satisfaction of all parties wherever possible. Once we have given you our final response, including reasons and any proposed remedy, the internal complaints process will usually be considered complete. If you remain dissatisfied, you may wish to seek independent advice about your options, such as alternative dispute resolution or legal guidance, depending on the nature and value of your complaint.

Review of this Complaints Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, effective and appropriate for our range of removal and man and van services. We may update it from time to time to reflect changes in our operations or in relevant regulations.

By using our services, you agree that complaints will be handled in accordance with this procedure and our general terms and conditions. We appreciate the opportunity to address any concerns and to continue improving the standard of service we provide.