Complaints Procedure

Complaints Procedure for Man with Van Primrose Hill

Man with Van Primrose Hill aims to provide a reliable, careful and professional removal service for every customer. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise concerns about our services, how we will respond, and what you can expect from us throughout the process.

Purpose and Scope of this Procedure

This complaints procedure applies to all customers who use our man and van and household or office removal services. It covers issues such as service quality, handling of belongings, timekeeping, conduct of staff, and the accuracy of information provided during bookings or quotations.

The procedure is designed to ensure complaints are treated seriously, investigated fairly, and resolved wherever possible to the satisfaction of all parties. We also use feedback to improve our removal services and customer experience.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services where a response is explicitly or implicitly expected. Examples include:

Concerns about how your belongings were handled, loaded, transported or unloaded. Issues with punctuality, collection or delivery times, or the length of time the removal took. Dissatisfaction with the attitude, behaviour or professionalism of our team members. Disputes about charges, quotes, or the services delivered compared with what was agreed. Concerns that our service did not meet the standard you were led to expect.

If you are unsure whether your issue counts as a complaint, you are still encouraged to raise it so we can clarify and, where appropriate, address it.

Raising an Informal Complaint

We encourage customers to raise issues informally as early as possible, ideally on the day of the move or shortly afterwards. Many concerns can be resolved quickly at this stage.

You can start by explaining your concern to a member of our team involved in your move. Provide a clear description of the problem, when and where it occurred, and what outcome you are seeking. We will listen carefully and do our best to resolve the issue straight away, where this is reasonable and practical.

If your concern cannot be resolved informally, or you are not satisfied with the response, you can make a formal complaint using the process below.

Making a Formal Complaint

If you wish to make a formal complaint, please put it in writing. Written complaints allow us to review the matter properly and keep an accurate record of what has been raised.

When submitting a formal complaint, please include the following information to help us investigate efficiently: Your full name and approximate date of your move. The collection and delivery locations and the type of removal service booked. A clear and detailed description of the issue you experienced. Any relevant dates, timeframes and names of staff you dealt with, if known. Any supporting information you feel is important, for example photos of any damage or copies of documents you received.

We ask that formal complaints are made as soon as reasonably possible after the event, so that we can access accurate information and recollections from everyone involved.

How We Will Handle Your Complaint

Once we receive your written complaint, the following steps will normally apply:

Acknowledgement: We will acknowledge receipt of your complaint and confirm that it is being reviewed. This will usually be within a reasonable timeframe from when we receive it.

Review and Investigation: A member of our management team will review the details of your complaint. This may involve speaking to the team members involved in your removal, checking job records and booking details, and considering any photos or supporting documents you have provided.

Clarification: If any part of your complaint is unclear, we may contact you to clarify certain points so that we can fully understand your concerns.

Outcome and Response: After the investigation, we will provide a written response setting out: our understanding of your complaint, any findings from our review, and the outcome. Where appropriate, we may propose one or more forms of resolution.

Possible Outcomes and Resolutions

Depending on the nature of the complaint and the findings of our investigation, possible outcomes may include:

A clear explanation of what happened and why. An apology where we accept that our service fell below the standards we aim for. Practical steps to put things right where this is possible. A review of our internal practices or staff training to reduce the risk of similar issues occurring in future.

Each complaint is considered on its own facts and circumstances. While we aim to be fair and consistent, the specific resolution offered will depend on the details of each case.

Timeframes for Handling Complaints

We aim to deal with complaints promptly and fairly. In most cases, we will complete our investigation and issue a full response within a reasonable period from acknowledgement. Complex complaints, or those requiring additional information, may take longer. If this happens, we will seek to update you on the progress and revised timescales.

Your Responsibilities When Making a Complaint

To help us resolve your complaint efficiently, we ask that you:

Provide accurate and complete information about your move and the issue you experienced. Submit any relevant documents or photos in a clear and legible format. Communicate with our team courteously and allow us a fair opportunity to investigate and respond. Raise your concerns as soon as reasonably possible after the issue occurs.

We reserve the right to end communication where behaviour towards our team becomes abusive, threatening or unreasonable, although we will still consider the substance of any legitimate complaint.

Using Feedback to Improve Our Removal Services

Every complaint, whether upheld or not, is treated as valuable feedback. We review complaints regularly to identify patterns, areas of risk and opportunities to strengthen our removal services, customer communication and staff training. This ongoing review helps us deliver a more reliable and consistent man and van service for future customers.

Changes to This Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our services, internal processes or regulatory expectations. The version published here represents the current process we follow for handling complaints about Man with Van Primrose Hill.