Complaints Procedure

Complaints Procedure for Man with Van Sudbury

Man with Van Sudbury aims to provide a reliable and professional removal service for households and businesses. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear and straightforward way to tell us when they are unhappy with any aspect of our man and van or removal services. We treat all complaints seriously and use the information to improve our operations, customer care, and service quality across our service area.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services where a response is expected. This can include, for example:

Problems with collection or delivery times

Concerns about how items have been handled or transported

Issues with behaviour, attitude, or professionalism of staff

Disputes regarding charges or quoted prices

Disagreement about the outcome of a previous issue

If you are unsure whether your concern is a complaint, please still raise it with us. We will treat every concern fairly and in good faith.

How to Make a Complaint

We encourage customers to raise issues as soon as possible so that we can put things right quickly. You can make a complaint in writing or verbally. When making a complaint, please provide the following information wherever possible:

Your full name and any reference details relating to your booking

The date and approximate time the service took place

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

Details of any conversations already held with our staff about the issue

What outcome you are seeking, for example an explanation, apology, or review of charges

The more detail you can provide, the easier it will be for us to investigate thoroughly and respond appropriately.

Our Complaints Handling Stages

We aim to resolve most issues quickly and informally. Where this is not possible, we follow a structured process so that your complaint is handled consistently and fairly.

Stage 1: Informal Resolution

In the first instance, we ask you to raise your concern with the driver or team leader on the day of your move if possible. Many issues can be resolved immediately, such as clarifying timings, handling queries about access, or correcting simple misunderstandings.

If your concern cannot be resolved on the day, or if you prefer not to raise it with the moving crew, you can contact our office to discuss the matter informally. We will listen carefully, ask any necessary questions, and seek to agree a practical solution with you.

Stage 2: Formal Complaint

If your concern cannot be resolved informally, or you are not satisfied with the informal response, you may submit a formal complaint. Once a formal complaint is received:

We will acknowledge your complaint within a reasonable timescale.

We will review all available information, including booking details, staff reports, and any relevant photographs or records.

We may contact you to clarify points, request additional information, or discuss possible resolutions.

We will aim to provide a written response, setting out our findings and any proposed actions or remedies.

We will normally complete our investigation and respond within a reasonable period. If, for any reason, we need longer to investigate, we will let you know and explain why.

Stage 3: Escalation Review

If you remain unhappy after receiving our formal response, you may ask for your complaint to be reviewed at a higher level within the business. During this review:

Your complaint, our investigation, and the outcome will be reconsidered by a senior member of staff who was not directly involved in the original decision.

We may ask further questions or request more documents from you or from the staff involved.

We will then issue a final response that either upholds, partially upholds, or overturns the original decision.

This final response will explain the reasons for our conclusion and any further steps we will take.

Timescales and Communication

We will always try to deal with complaints as quickly as possible. The time needed will depend on the complexity of the issue, the availability of information, and the number of people involved. Throughout the process, we will keep you updated on progress, especially if there are any unavoidable delays.

Fairness, Confidentiality, and Record Keeping

We are committed to handling all complaints fairly, objectively, and without discrimination. Your complaint will be considered on its individual facts and circumstances, and we will take into account any relevant policies or legal obligations.

All information provided in connection with a complaint will be treated as confidential and shared only with those who need it in order to investigate and respond. We will store complaint records securely for an appropriate period. These records help us monitor patterns, identify areas for improvement, and train our staff.

Remedies and Putting Things Right

Where a complaint is upheld, we will seek to put things right in a way that is reasonable and proportionate to the issue. This may include:

Giving a clear explanation and, where appropriate, a sincere apology

Correcting errors in our records or documentation

Reviewing charges and, where justified, considering adjustments

Improving internal procedures, training, or supervision to prevent similar problems in future

The specific remedy will depend on the nature of the complaint and the evidence available.

Using Complaints to Improve Our Service

We value feedback from customers across our removal and man and van services. Complaints help us identify where we have fallen short of our own standards and where changes are needed. We regularly review complaints data to improve planning, communication, handling of goods, and the overall moving experience.

Availability of this Procedure

This Complaints Procedure is available to all customers and prospective customers of Man with Van Sudbury. You may request a copy at any time. By providing a clear and accessible process, we aim to build trust and ensure that any concerns about our removal services are addressed promptly, respectfully, and fairly.