Complaints Procedure for Man with Van Cudham

Man with Van Cudham is committed to providing a reliable, efficient and courteous removal and man and van service. We recognise that, on occasion, customers may feel that we have not met these standards. This complaints procedure sets out how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Purpose and Scope of This Complaints Procedure

This procedure applies to any complaint about our man and van, removals, packing, loading, transport, or delivery services, including related customer service issues and billing concerns. It covers services provided to private individuals, tenants, students, homeowners, and business clients within our normal operating area.

We use all complaints as an opportunity to review and improve our services. We will always aim to resolve issues quickly, fairly and in a way that is transparent and easy to understand.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where a response or resolution is expected. This can include, for example:

Delays in collection or delivery of goods.

Concerns about the conduct, attitude or behaviour of our staff or drivers.

Damage to property or belongings during packing, loading, transport or unloading.

Issues with the accuracy of quotes, invoices or payment arrangements.

Any perceived failure to meet agreed service standards or terms.

We encourage you to raise a complaint as soon as possible so we can deal with it promptly while details are still clear.

How to Make a Complaint

You can make a complaint verbally or in writing. We recommend putting your complaint in writing wherever possible so that there is a clear record of the details.

When submitting a complaint, please provide:

Your full name and contact details.

The date of the service and the collection and delivery locations.

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

Any relevant reference or job number, if available.

Details of any immediate steps already taken and the outcome you are seeking.

If you are unable to make a complaint in writing, we will assist you in recording the details accurately and will read back our understanding of your concerns to ensure that it is correct.

Informal Resolution

In many cases, complaints can be resolved quickly and informally. If you raise a concern with the driver or operative on the day, they will do their best to resolve the issue on the spot where it is safe and reasonable to do so.

If the matter cannot be resolved immediately, or you are not satisfied with the informal response, your complaint will move to the formal stage described below. You may request that your concern is treated as a formal complaint from the outset.

Formal Complaints Process

Once we receive your formal complaint, we will follow these steps.

Acknowledgement: We will acknowledge receipt of your complaint within a reasonable timeframe, confirming that we have received all relevant details and advising whether we need any further information from you.

Investigation: A member of our management team will review your complaint. This may include speaking with the driver or crew involved, reviewing schedules, photographs, job sheets and any other relevant records, and, where appropriate, asking you for additional clarification.

Outcome: After the investigation, we will provide a written response setting out our findings, any action we propose to take, and our reasons. We will aim to provide this response within a reasonable period, depending on the complexity of the issue and the availability of the parties involved.

Possible Outcomes and Remedies

Depending on the nature and circumstances of your complaint, possible outcomes may include:

A full explanation and, where appropriate, an apology.

Correction of errors in paperwork, invoices or bookings.

Practical steps to complete, repeat or rectify aspects of the service where feasible.

Consideration of compensation or a goodwill gesture, where justified and proportionate.

Staff training, process changes or other service improvements to reduce the likelihood of similar issues recurring.

Any remedy offered will take into account the terms and conditions under which the service was provided, as well as any relevant evidence and limitations agreed at the time of booking.

Escalation if You Are Not Satisfied

If you are not satisfied with the outcome of your complaint, you may request that it is reviewed. Your case will then be considered by a senior person who was not directly involved in the original investigation where this is possible.

The review will normally focus on whether the complaint was handled fairly, whether all relevant information was considered, and whether the outcome was reasonable in light of the evidence. Following the review, we will provide a final written response confirming our position.

Time Limits for Complaints

We ask that complaints regarding specific jobs are raised as soon as reasonably possible and, in any event, within a reasonable time after the service has been completed. This helps us to locate records, speak to staff while memories are still fresh, and properly assess any alleged damage or loss.

Where a complaint is made after a lengthy delay, this may limit the steps we can take or the remedies that may be available, but we will still consider the matter and explain any limitations that apply.

Data Protection and Confidentiality

All complaints are handled in line with our data protection obligations. Information you provide in relation to a complaint will be used only for the purposes of investigating and responding to your concerns, training staff, and improving our services. We will keep complaint records securely and retain them for an appropriate period before safely disposing of them.

Continuous Improvement

We regularly review complaints and feedback to identify trends, training needs and opportunities to improve our removal and man and van services. By raising your concerns, you help us maintain and enhance the reliability, safety and professionalism that customers expect when moving home, relocating offices or transporting goods.

This complaints procedure does not affect your statutory rights. If you require clarification on any part of this procedure, you may contact us for further information.