Complaints Procedure for Man with Van Emerson Park

Man with Van Emerson Park is committed to providing a reliable and professional removal service. We aim to resolve any concerns quickly, fairly, and transparently. This Complaints Procedure explains how you can raise an issue with us and what you can expect in response.

Purpose of This Complaints Procedure

The purpose of this procedure is to give customers a clear and simple way to tell us if something has gone wrong with our moving or transport services. It also explains how we will investigate your concerns, the standards we work to, and the steps we will take to put things right where possible.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may include issues related to booking, communication, punctuality, conduct of staff, handling of goods, quality of our removal service, or how we have applied our terms and conditions.

Who Can Make a Complaint

Any customer who has used or booked our services, or someone acting with the customer’s permission, may raise a complaint under this procedure. We accept complaints made verbally or in writing.

How to Raise a Complaint

You can raise a complaint by speaking to us directly or by sending your concerns to us in writing. When submitting a complaint, please provide as much detail as possible so we can investigate effectively. It is helpful if you include:

1. Your full name and, if applicable, the name on the booking
2. The date and location of the move or service
3. A clear description of what went wrong and when it happened
4. Details of any conversations you have already had with our team about the issue
5. Any evidence you think may be relevant, such as inventory notes or photographs of damage
6. How you would like us to resolve the matter, if you have a preferred outcome

We encourage customers to raise complaints as soon as possible after the issue arises, as this helps us investigate more thoroughly.

Stage One: Initial Response

Once we receive your complaint, we will acknowledge it within a reasonable time frame. In our acknowledgement, we will confirm that we have received your concerns and outline the next steps in the process.

Where possible, we will try to resolve straightforward issues at this stage, for example by clarifying information, apologising if appropriate, or agreeing immediate practical steps to address the problem.

Stage Two: Investigation

If your complaint cannot be resolved immediately, it will be formally investigated. The person handling the investigation will be someone with appropriate authority and knowledge of our removal operations, but who was not directly responsible for the issue wherever possible.

During the investigation we may:

1. Review your booking details and service records
2. Speak with the driver or team members who carried out your move
3. Examine any supporting evidence you have provided
4. Request further information from you if needed to clarify events

We aim to complete our investigation and provide a full response within a reasonable period. If we need more time due to the complexity of the complaint, we will let you know and explain why.

Our Response and Possible Outcomes

At the end of the investigation we will send you a written response setting out:

1. A summary of your complaint
2. The steps we took to investigate
3. Our findings and conclusions
4. Any action we propose to take

Depending on the circumstances, possible outcomes may include an explanation, an apology, corrective action for future services, or other remedies in line with our terms and conditions. Where your complaint relates to loss or damage to goods, our response will take into account the information you have provided, our records of the job, and any applicable limitations or exclusions set out in our service agreement.

If You Remain Dissatisfied

If you are not satisfied with our final response, you may contact us again to explain why you disagree with our findings or proposed resolution. We will review any new information you provide and consider whether further action is appropriate. Once we have completed this review, our decision will normally be final within our internal procedure.

Timescales for Complaints

We encourage customers to raise service complaints as soon as possible, ideally within a short time after the move or transport job. Some matters, particularly those relating to loss or damage, may be subject to specific time limits set out in our terms and conditions. These time limits may affect what we are able to do, so we recommend checking the terms that apply to your booking.

Our Commitment to Fairness

We treat all complaints seriously and handle them confidentially and professionally. Our team is trained to deal with complaints in a courteous and respectful manner. We will not discriminate against any customer who raises a concern in good faith, and making a complaint will not affect your right to use our services in the future.

Using Complaints to Improve Our Service

We use feedback and complaints to identify areas where we can improve our removal services, customer communication, and working practices. Where a complaint reveals a recurring problem, we will take steps to prevent it from happening again, such as updating procedures, providing additional staff training, or reviewing our service standards.

Review of This Procedure

This Complaints Procedure is reviewed regularly to ensure it remains clear, fair, and effective. We may update it from time to time to reflect changes in our services or in relevant legal or regulatory requirements. The version published on our site or provided to you at the time of your complaint will be the one that applies.

If you have any questions about this Complaints Procedure or would like further information about how we handle concerns related to our moving and transport services, you can contact us using our usual communication channels.