Man and a Van Greenwich Complaints Procedure
This Complaints Procedure explains how customers of Man and a Van Greenwich can raise concerns about our services and how those concerns will be handled. We aim to provide a reliable and professional removal and man and van service, but we recognise that occasionally things can go wrong. When they do, we want to resolve issues quickly, fairly, and transparently.
Our Commitment to Handling Complaints
We treat all complaints seriously and view them as an opportunity to improve our services. We will handle every complaint in a polite, respectful, and non-judgmental manner. We aim to resolve most issues informally and as soon as possible, but where a more detailed review is required, we will follow the formal process set out in this procedure.
This procedure covers any complaint related to our removal services, man and van work, packing assistance, loading and unloading, scheduling, conduct of staff, or the condition in which your belongings or property are left after a job.
Who Can Make a Complaint
Any customer who has used Man and a Van Greenwich services, or who has a confirmed booking with us, can make a complaint. A complaint may be made by the person who made the booking or by someone authorised to act on their behalf. We may ask for basic details to confirm that you are entitled to discuss the job in question.
When to Make a Complaint
You should raise any concerns as soon as possible after the issue arises. For complaints about damage to goods or property, you should notify us as soon as you become aware of the issue. Prompt notification helps us investigate effectively and, where appropriate, support you in making any claim through the relevant channels.
Information We Need From You
To help us deal with your complaint efficiently, please provide the following details when you contact us:
Full name of the person who booked the service, date of the job or booking reference, collection and delivery addresses, a clear description of what went wrong, when it happened, and who was involved, any steps already taken to resolve the issue, and any supporting information you may have, such as photographs of damage or written notes of discussions.
We will rely on this information, along with our own records, to understand what has happened and how best to put things right.
Stage 1: Informal Resolution
In many cases, concerns can be resolved quickly and informally. If an issue arises during the job, please raise it with the team on site at the earliest opportunity. They will do their best to address the matter immediately, such as correcting how items are handled, revising the loading plan, or clarifying any misunderstanding about the agreed service.
If you discover a problem shortly after the job has been completed, please contact us promptly with the details. We will try to resolve the matter at this first stage without the need for a formal complaint. Where an immediate resolution is possible, we will explain what we can do and agree any next steps with you.
Stage 2: Formal Complaint
If you are not satisfied with the informal response, or if the matter is more serious or complex, you may submit a formal complaint. When you do so, please make it clear that you wish your concern to be treated as a formal complaint under this procedure.
Once a formal complaint is received, we will acknowledge it within a reasonable timeframe. We will then review the details of the job, including booking records, communications, and any statements from staff who were involved. We may contact you if we need further information or clarification to complete our investigation.
We will aim to provide a written response setting out our findings and any proposed remedy. This may include an explanation of what went wrong, an apology where appropriate, details of any corrective actions we will take, and, where relevant, information on how to progress any claims relating to damage or loss.
Timeframes for Response
We aim to acknowledge formal complaints promptly and to issue a detailed response as soon as reasonably possible. The exact time required will depend on the nature and complexity of the complaint, the availability of staff for statements, and whether site visits or additional checks are required. If there is likely to be a delay in providing a full response, we will let you know and give you an updated timescale.
Possible Outcomes and Remedies
Following investigation, potential outcomes may include an explanation or clarification where expectations and service descriptions did not match, an apology if we did not meet our usual standards, corrective action for future jobs, such as changes to procedures, staff training or supervision, and guidance on how to submit any claim relating to loss or damage, in line with our terms and conditions and any applicable limitations.
Any remedy will be considered in light of our contractual obligations, the evidence available, and the terms under which the service was provided.
If You Remain Dissatisfied
If you remain unhappy after receiving our formal response, you may ask for a review of the decision. In doing so, please explain why you believe the outcome is not fair or complete, and provide any additional information that may not have been considered before.
We will review the complaint, the investigation, and our earlier response to ensure that all relevant information has been properly taken into account. We will then confirm whether the original outcome stands or if any further action will be taken. This review will normally be our final position on the matter.
Data Protection and Confidentiality
All complaints are handled in confidence. Information you provide will be used only for the purpose of handling your complaint, improving our services, and meeting any legal or regulatory obligations. We will store complaint records securely and retain them only for as long as necessary for these purposes.
Using This Procedure
This Complaints Procedure is designed to give customers of Man and a Van Greenwich a clear, fair and accessible way to raise concerns about our removal and man and van services. We encourage you to use it if you feel that something has gone wrong. By doing so, you help us maintain and improve the quality and reliability of the service we provide.
