Man with Van Shacklewell Complaints Procedure

This complaints procedure explains how Man with Van Shacklewell will handle concerns or complaints about our man and van and removal services. We aim to provide a clear, fair and timely process so that any issues are addressed properly and used to improve our service.

Our Commitment to Handling Complaints

We recognise that, despite our best efforts, things can occasionally go wrong. When they do, we want to hear about it. Complaints are treated seriously and handled with respect, confidentiality and professionalism. We will always aim to:

Listen carefully to the details of your complaint.

Investigate what happened in an objective and fair way.

Respond within agreed timescales wherever possible.

Offer a clear explanation, apology where appropriate, and any reasonable remedy.

Use the outcome to improve our removals and transport services for future customers.

What This Procedure Covers

This procedure applies to complaints about our man with a van and removal services, including but not limited to:

Home, flat or office moves.

Collection and delivery of single or multiple items.

Packing, loading, unloading and handling of items.

Timeliness, conduct or communication of our staff or drivers.

Charges, invoicing or clarity of quotations.

It does not cover matters that are already the subject of legal proceedings, insurance claims outside our remit, or issues unrelated to our services.

How to Make a Complaint

You can raise a complaint verbally or in writing. While we are happy to discuss concerns in person or by phone, we recommend that you submit your complaint in writing wherever possible so that all details are clearly recorded.

When making a complaint, please provide:

Your full name and the address where the service was provided.

The date and approximate time of the move or service.

A clear description of what went wrong and how it has affected you.

Names of any staff members involved, if known.

Any supporting details such as inventory notes, photographs of damage, or copies of invoices and quotations.

What outcome you are seeking, such as an explanation, correction, or consideration of compensation where appropriate.

Stage 1: Initial Resolution

In the first instance, we encourage you to raise your concern with the team member or coordinator who arranged or supervised your service. Many issues can be resolved quickly at this stage through clarification, a simple correction, or a prompt apology.

We will aim to respond to initial complaints as soon as reasonably possible, normally within a few working days, depending on the complexity of the issue and staff availability.

Stage 2: Formal Complaint

If you are not satisfied with the initial response or you feel the matter is too serious to be dealt with informally, you may request that your complaint is treated as a formal complaint.

At this stage:

Your complaint will be reviewed by a senior member of our team who was not directly involved in the original issue where possible.

We may contact you to clarify details, request further information or discuss your expectations.

We will investigate the complaint by reviewing documentation, speaking to staff and considering any relevant evidence.

We will aim to provide a written response within 14 working days. If the matter is complex and requires more time, we will let you know and provide an updated timescale.

Our Response and Possible Outcomes

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

What we understand your complaint to be.

What investigations have been carried out.

Our findings and whether your complaint is upheld in full, in part, or not upheld.

Any actions we will take, which may include:

A full or partial apology.

An explanation or clarification of what occurred.

Measures to prevent a recurrence, such as staff training or changes to our procedures.

Consideration of goodwill gestures or compensation where appropriate and in line with our terms and conditions.

If You Are Still Unhappy

If, after receiving our formal response, you remain dissatisfied, you may ask for your complaint to be reviewed again. You should explain clearly which aspects of our response you disagree with and why.

We will then:

Review how your complaint was handled at each stage.

Consider any further information you have provided.

Confirm our final position in writing. This will normally conclude our internal complaints process, unless new and significant information comes to light.

Time Limits for Complaints

To enable us to investigate effectively, we ask that complaints are raised as soon as possible and, in any case, within a reasonable time after the service was provided. Delays in raising concerns may limit the information available and affect the remedies that can reasonably be offered.

Respectful Behaviour

We are committed to treating all customers with courtesy and respect, and we expect the same in return for our staff. While we understand that complaints can be made in moments of stress or disappointment, we will not tolerate abusive, threatening or discriminatory behaviour. In such cases, we may limit communication to written correspondence or, in extreme situations, cease further contact.

Learning from Complaints

Every complaint is an opportunity for improvement. We regularly review complaint information to identify trends, training needs and changes that can enhance our removals and man and van services. By following this procedure, we aim to resolve individual issues fairly while continually raising the standard of service we provide.

This complaints procedure is reviewed periodically and may be updated to reflect best practice, legal requirements or changes in the way we operate our removal services.