Complaints Procedure

Complaints Procedure for Man With a Van Ickenham

Man With a Van Ickenham aims to provide a reliable, careful and friendly removal service for all customers. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so that we can put matters right and improve the way we work. This complaints procedure explains how you can raise a concern, how it will be handled, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

This procedure is designed to provide a clear, fair and accessible process for customers who are dissatisfied with any part of our man and van or removal services. It applies to all customers using our services, including local and longer distance moves, single item collections, and small removals.

We aim to:

Listen to your concerns and treat every complaint seriously.

Handle complaints promptly, politely and professionally.

Investigate matters thoroughly and objectively.

Provide a clear response and, where appropriate, a suitable remedy.

Use feedback to improve our services and prevent similar issues in the future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of our service, our communication, our conduct on the day of the move, or any other issue you feel has not met your reasonable expectations.

Examples of issues that may lead to a complaint include:

Concerns about punctuality, conduct or professionalism of staff.

Disagreement regarding the service provided versus what was agreed.

Concerns about handling or condition of your belongings.

Issues related to charges, quotations or invoices.

Problems with communication before, during or after your move.

How to Make a Complaint

You can raise a complaint in writing or verbally. While we will accept complaints made in any reasonable format, we encourage customers to set out their concerns in writing wherever possible, as this helps us to understand the issue clearly and investigate more effectively.

When making a complaint, please provide the following information if you can:

Your full name and any reference details for your booking.

The date and address of the move or service.

A clear description of what went wrong and when it occurred.

Names of any staff members involved, if known.

Any supporting details, such as photographs or a list of items concerned.

What outcome you are seeking, for example an explanation, apology or review of costs.

Time Limits for Making a Complaint

We ask that complaints are raised as soon as possible after the issue arises so that events are still fresh in everyone’s mind and any evidence is easier to review.

For concerns relating to the service on the day of the move, we recommend raising the issue within 7 days of the service date. For issues involving possible damage or loss of items, you should notify us as soon as you become aware of the problem. We will still consider complaints raised later, but the passage of time may affect what can be investigated or resolved.

Our Complaints Handling Process

We handle complaints in several clear stages.

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. Where you provide contact details, we will confirm that we have received your complaint and outline the next steps in the process.

Stage 2: Investigation

Your complaint will be reviewed by a person with appropriate responsibility within Man With a Van Ickenham. They may contact you for further information or clarification and may also speak to any staff involved. We will consider all available information, including booking details, job records and any images or documents you have provided.

Stage 3: Response

After investigating your complaint, we will provide a clear response setting out:

Our understanding of your complaint.

What we have investigated and considered.

Our findings and any conclusions reached.

Any steps we propose to take to put matters right, if appropriate.

We aim to provide a full response within a reasonable time frame, taking into account the complexity of the issues raised. If the investigation is likely to take longer than usual, we will let you know and provide an indication of when you can expect a final response.

Stage 4: Review of Outcome

If you are not satisfied with the outcome of the initial investigation, you may request a review. You should explain which parts of the response you disagree with and why. A review will normally be carried out by a different person, where possible, to ensure an additional level of objectivity.

Following the review, we will write to you with our final position on your complaint.

Possible Outcomes and Remedies

Depending on the nature of your complaint and the outcome of the investigation, potential remedies may include:

A clear explanation of what happened and why.

A formal apology where we have fallen short of our standards.

Practical steps to complete or correct the service, where possible.

A review of charges or, in some cases, a financial adjustment where appropriate and in line with our terms and conditions.

Changes to internal procedures or staff training to reduce the chance of similar issues occurring again.

Our Commitments to You

Throughout the complaints process, Man With a Van Ickenham is committed to treating you fairly, listening to your concerns and respecting your privacy. We will not treat you unfavourably for raising a complaint, and we will continue to provide our services to you in a professional and courteous manner.

We appreciate all feedback, whether positive or negative. Your comments help us to refine our local and regional removal services and maintain the standards our customers expect when choosing a man and van provider.

Review of this Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, effective and appropriate for the services we provide. Updates may be made from time to time to reflect changes in our operations or in applicable requirements for transport and removal businesses.

If you have any questions about this procedure itself, you may contact us and request clarification. We are happy to explain any part of the process so that you feel confident in how your concerns will be handled.