Complaints Procedure

Complaints Procedure for Man with Van Holborn

Man with Van Holborn is committed to delivering reliable and professional removal and transport services. We aim to resolve any concerns quickly, fairly and transparently. This complaints procedure explains how you can raise an issue with us, how we handle complaints, and what you can expect from us throughout the process.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear and accessible way for customers to tell us when something has gone wrong with our removal services or customer care. It also helps us review and improve the way we plan moves, handle property and provide support before, during and after your booking.

This procedure applies to all customers who use our van and removal services, whether for home moves, office moves, student removals, item collection and delivery, or other related services.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about the service you have received from Man with Van Holborn, whether that concern is minor or serious. This can include, but is not limited to:

Concerns about the standard of our removal or delivery service, including punctuality or conduct of our team. Issues with how your belongings were handled, protected, transported or delivered. Disagreement about charges where you believe we have not applied our pricing or terms correctly. Problems with communication before, during or after your move. Dissatisfaction with how a previous concern or query was handled.

We encourage you to raise any concerns as soon as possible so we can respond while events are recent and details are clear.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints help us understand the issue clearly and keep a record of what has been said, so we encourage you to provide your complaint in writing wherever possible.

Please include the following information to help us investigate your complaint efficiently: Your full name and the name under which the booking was made. The date of your move or scheduled service. A clear description of what went wrong and when it happened. Any relevant supporting information, such as booking details, inventory notes or photographs of damage. A brief explanation of what outcome you are seeking, for example an explanation, apology, rectification work or compensation.

If you choose to raise a complaint verbally, we may ask you to confirm key details in writing so we can keep an accurate record of the matter.

Our Complaints Handling Stages

We aim to handle complaints in a structured and timely way. The stages below show how we will normally deal with your concern.

Stage 1: Initial Response

Once we receive your complaint, we will acknowledge it within a reasonable time frame. Our acknowledgement will confirm that we have received your complaint and will provide an overview of the next steps and when you can expect a further update.

At this stage we may contact you to clarify details, request further information or discuss the issue informally. In many cases we can resolve straightforward matters quickly at this stage with an explanation, apology, or immediate corrective action.

Stage 2: Investigation

If the matter cannot be resolved immediately, or if it is more complex, we will carry out a fuller investigation. This may involve:

Reviewing your booking details and service records. Speaking with the staff who carried out your removal or delivery. Examining any damage reports, photographs or related documentation. Checking our terms and conditions, and any agreed arrangements for your move.

We will assess the facts carefully and objectively. Our goal is to understand what happened, why it happened, and what we can reasonably do to put matters right, taking into account our responsibilities as a removal service provider.

Stage 3: Outcome and Resolution

When our investigation is complete, we will provide you with a written response. This response will typically include:

A summary of your complaint and the issues raised. The findings of our investigation. Any steps we have already taken to address the matter. Our decision on what further action or remedy we are able to offer.

Possible outcomes may include a clear explanation, an apology, corrective action, practical assistance to remedy a problem, or where appropriate and justified, a financial gesture or compensation in line with our terms and insurance arrangements.

If we believe we are unable to uphold your complaint, we will explain the reasons for our decision and the information we relied on when reaching it.

Timeframes

We aim to acknowledge all complaints promptly and to provide a full response within a reasonable period. The exact time needed may depend on the complexity of the complaint and the availability of information. Where we cannot provide a full response within our usual time frame, we will keep you informed of progress and let you know when you can expect a final answer.

Your Responsibilities

To help us deal with your complaint fairly and efficiently, we ask that you:

Provide accurate and complete information. Raise your concerns as soon as possible after the issue occurs. Treat our staff with courtesy and respect while we work to resolve your complaint. Respond to any requests for further information in a timely manner.

If essential information is missing or significantly delayed, it may affect our ability to investigate or the outcome we are able to offer.

Our Commitment to Fairness and Improvement

Man with Van Holborn is committed to handling complaints fairly, consistently and without discrimination. Your complaint will be considered on its merits, with careful attention to the facts and circumstances of your move or transport service.

We also use complaints and feedback to review our working practices, staff training and service standards. This helps us strengthen our procedures, reduce the likelihood of similar issues happening again and maintain a reliable removals service for customers in our area.

Complaints About Damage or Loss

If your complaint involves damage to or loss of your belongings, it is important that you tell us as soon as you become aware of the problem. Please provide photographs, item descriptions, and any relevant receipts or valuations where possible. Claims for damage or loss may also be subject to specific time limits or conditions set out in our terms and any applicable cover, so prompt notification is essential.

Further Steps

We hope that our internal procedure will resolve your concerns. If, after receiving our final response, you still feel that your complaint has not been handled fairly, you may seek independent advice about your rights and options. Any such further action will be outside this internal complaints procedure and may involve separate processes.

This complaints procedure does not affect your statutory rights as a consumer. We encourage you to contact us as soon as possible if you have any concerns about the removal or van services you have received so that we can work with you to address them constructively.