Complaints Procedure for Man with Van Enfield Highway
Man with Van Enfield Highway is committed to providing a reliable and professional removal service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage of the process.
Purpose and Scope
This procedure applies to all customers who use our man and van and household or small office removal services. It covers complaints about the quality of our service, conduct of our staff and drivers, damage or loss relating to a move, delays, communication issues, and any other concern about how our services have been delivered.
We use all feedback, including complaints, to review and improve our removal services so that future customers benefit from higher standards and more efficient moves.
Our Commitments
When you make a complaint, we will:
1. Treat you politely, fairly and with respect at all times.
2. Take your concerns seriously and listen carefully to what you tell us.
3. Aim to resolve straightforward issues as quickly as possible, preferably at the first point of contact.
4. Keep you informed about the progress of your complaint and any investigation we carry out.
5. Provide a clear explanation of our findings and any actions we will take to put things right where appropriate.
6. Use your feedback to identify areas where our removal service and customer care can be improved.
How to Make a Complaint
You can raise a complaint in writing or verbally. If you are comfortable doing so, we recommend putting your complaint in writing, as this helps us keep an accurate record and investigate more effectively.
When making a complaint, please provide the following information where possible:
1. Your full name.
2. The date of your move and the collection and delivery addresses.
3. A clear description of what went wrong and when it happened.
4. The names of any staff or drivers involved, if known.
5. Details of any loss, damage or additional costs you believe have been caused.
6. Any photos, inventory notes or other evidence that supports your complaint.
7. How you would like us to put things right, for example an explanation, an apology, or a review of damage.
If you are making a verbal complaint, our team member will record the details above and may ask you additional questions to make sure we fully understand your concerns.
Initial Resolution
We aim to resolve many complaints quickly and informally. In the first instance, your complaint will usually be handled by the person you initially dealt with or by a senior team member responsible for organising our man and van jobs.
Where the issue is straightforward, we may be able to offer an explanation, apology, or practical solution immediately. If you accept this outcome, we will record the complaint and outcome for our internal review and consider the matter closed.
Formal Investigation
If your complaint cannot be resolved informally, or if you indicate that you are not satisfied with the initial response, it will move to a formal investigation stage. A person not directly involved in your original booking or move will normally review the complaint to ensure fairness and objectivity.
During the investigation we may:
1. Review booking details, job sheets and any written communication.
2. Speak to the driver or team members who carried out your move.
3. Examine any photographs or evidence you have provided.
4. Assess any claimed damage against pre-move condition, where information is available.
We aim to provide a written response to your formal complaint within 14 working days of acknowledging it. If the matter is complex and we need more time, we will let you know and give you an updated timescale.
Outcome and Remedies
At the end of our investigation, we will provide a clear response setting out:
1. A summary of your complaint and the issues we considered.
2. The steps we took to investigate and any evidence we relied upon.
3. Our decision on whether your complaint is upheld in full, in part, or not upheld.
4. Any remedy or action we propose to take, such as an apology, an explanation, service improvements, or a goodwill gesture where appropriate.
Any offers or remedies will be made in line with our terms and conditions and any applicable laws relating to removal and transport services.
If You Remain Dissatisfied
If you are unhappy with the outcome of the formal investigation, you can ask for a further review. In your request, please explain which parts of the decision you disagree with and why. We may then carry out an additional review, focusing on the points you have raised.
This further review will be carried out by a senior person who has not previously been involved in your complaint where possible. Once this review is complete, we will provide you with a final response.
Time Limits for Complaints
We encourage customers to raise complaints as soon as possible after the service has been provided. Prompt reporting improves the quality of any investigation and makes it easier to resolve issues such as damage or missing items.
Unless there are exceptional circumstances, we may not be able to fully investigate complaints made more than six months after the date of the service. However, we will always consider the information you provide and explain what steps we are able to take based on the time that has passed.
Recording and Monitoring Complaints
All complaints, whether resolved informally or following a formal investigation, are recorded in our internal logs. We monitor these records regularly to identify patterns, recurring issues, and opportunities to improve our removal processes, staff training, customer communication and handling of belongings.
By reviewing feedback in this way, we aim to reduce the likelihood of similar complaints arising in future and to continue enhancing the service we provide to our man and van and removal customers.
Review of This Procedure
Man with Van Enfield Highway will review this Complaints Procedure periodically to ensure it remains clear, fair and effective. Any updates will be applied to future complaints and will help guide how we respond to customer concerns across our service area.
