Complaints Procedure for Man with Van Goodmayes
This complaints procedure explains how customers of Man with Van Goodmayes can raise concerns about our removal and transport services, and how those concerns will be handled. Our aim is to resolve any issues fairly, consistently, and as quickly as possible, while using the feedback to continually improve our service across our operating area.
1. Purpose and Scope
This procedure applies to all customers who use Man with Van Goodmayes for removal, collection, delivery, or related services. A complaint is any expression of dissatisfaction about our conduct, vehicles, team members, charges, communication, or the standard of service provided, where a response or resolution is expected.
We welcome complaints because they help us identify where things have gone wrong and how we can put them right. All complaints are taken seriously, whether they relate to a single move, a repeat booking, or a larger removal project.
2. Principles of Our Complaints Handling
Our complaints procedure is based on the following principles:
Fairness: Complaints are reviewed impartially and with an open mind. We listen to the customer’s account and, where relevant, to the staff involved.
Accessibility: Customers can raise complaints in writing. We aim to make the process clear and straightforward.
Confidentiality: Details of a complaint are shared only with those who need to know in order to investigate and resolve the issue.
Timeliness: We aim to acknowledge and respond to complaints within reasonable timescales, keeping customers informed of progress.
Learning: We use information from complaints to improve our services, training, and procedures for future moves.
3. How to Make a Complaint
If you are unhappy with any aspect of a removal or man and van service carried out by Man with Van Goodmayes, you should raise your concerns as soon as possible. This helps us investigate while events are still recent and any supporting information is easier to obtain.
When making a complaint, please provide the following information where possible:
Your full name and any booking reference associated with the job.
The date and approximate time of the service.
The collection and delivery addresses for the move.
A clear description of what went wrong or did not meet your expectations.
Details of any items you believe were damaged, delayed, or lost.
Any evidence that may help us investigate, such as photographs or inventories.
The outcome you are seeking, such as an explanation, apology, corrective action, or review of charges.
4. Stages of the Complaints Process
We follow a structured process to ensure every complaint is handled in a consistent and transparent way.
Stage 1: Initial Review
Once we receive your complaint, we will record it and begin an initial review. We aim to acknowledge written complaints within a reasonable period of time. During this stage we may contact you to clarify information or to obtain further details that are needed for a proper investigation.
Stage 2: Investigation
Your complaint will be investigated by a person with appropriate knowledge of our services but not directly involved in the issue where possible. The investigation may include:
Reviewing booking details and any written communication related to the job.
Speaking with team members who carried out the removal or transport.
Examining any notes, photographs, or damage reports created on the day.
Assessing whether our terms and conditions, safety practices, and service standards were followed.
Stage 3: Response and Resolution
After completing the investigation, we will provide you with a response setting out:
Our understanding of your complaint.
Any findings arising from the investigation.
Whether the complaint is upheld in full, in part, or not upheld.
Any steps we propose to take, which may include an apology, an explanation, corrective work, or a review of charges where appropriate.
We aim to provide a full response within a reasonable time frame from acknowledging your complaint. If we need more time to complete a detailed investigation, we will let you know and explain the reason for the delay.
5. Escalation of Complaints
If you are not satisfied with the outcome at Stage 3, you may request an escalation. In your escalation request, please explain why you are dissatisfied with the initial decision and what outcome you are seeking.
An escalation review will normally be handled by a more senior member of the business or an alternative manager not involved in the original investigation. They will review the original complaint, the investigation, and the decision made, and may request additional information before providing a final position.
6. Timescales
While exact timescales can vary depending on the complexity of the complaint and the availability of information, we aim to:
Acknowledge written complaints within a reasonable period.
Complete the initial investigation and respond as promptly as is practical.
Inform you if we anticipate any significant delay, giving an indication of when you can expect a further update.
7. Remedies and Outcomes
Where a complaint is upheld, we will aim to put matters right in a fair and proportionate way, taking into account the nature of the issue and any relevant terms and conditions agreed before the move. Possible outcomes may include:
Providing a clear explanation or further information.
Offering a sincere apology where standards have fallen short.
Taking corrective actions, such as revisiting training, improving communication, or amending processes.
Reviewing charges or offering a financial remedy where appropriate and in line with our contractual obligations.
8. Vexatious or Unreasonable Complaints
While we are committed to dealing with all complaints fairly, Man with Van Goodmayes reserves the right to limit or discontinue correspondence where a complaint is found to be vexatious, malicious, or persistently unreasonable. This will only be considered in exceptional cases and after careful review.
9. Using Feedback to Improve Our Services
All complaints, whether upheld or not, are recorded and reviewed regularly. We use this information to identify patterns, strengthen our procedures, and improve the overall quality and reliability of our removals and man and van services. This includes reviewing how we handle items, how we plan routes and timings, and how we communicate with customers before, during, and after each move.
10. Updates to This Procedure
Man with Van Goodmayes may review and update this complaints procedure from time to time to reflect changes in our services, legal requirements, or best practice in complaints handling. The most current version will apply to all new complaints raised after the date of publication.
