Complaints Procedure

Complaints Procedure for Man with Van Maryland

Man with Van Maryland is committed to delivering a reliable, professional and fair removals service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern about our services and how we will respond. It applies to all customers who use our man and van and removal services.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and transparent process for dealing with any dissatisfaction related to our services. It ensures that complaints are handled promptly, consistently and fairly, and that we learn from feedback to improve our service standards across the areas we serve.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where a response or resolution is explicitly or implicitly expected. This may include concerns about conduct, punctuality, handling of items, communication, charges, or any other aspect of our removals or man and van work.

Who Can Make a Complaint

Any customer who has used our services, or who has booked a service with us, can make a complaint. A complaint can also be raised by someone acting with the customer’s permission, for example a family member or representative, as long as they are able to provide relevant booking details.

How to Make a Complaint

You can raise a complaint in writing or by speaking to us. Written complaints are preferred, as they provide a clear record of the issues raised and help avoid misunderstandings. Please include as much information as possible, such as your full name, service address, date of the move or booking, and a clear description of what went wrong and what outcome you are seeking.

If you make an initial complaint verbally, we may ask you to confirm the details in writing so that we have a complete record. This helps us investigate thoroughly and respond accurately.

Information We Need From You

To help us investigate and resolve your complaint efficiently, please provide the following where possible:

Your name and any reference or booking details you have; the date and time of the service or incident; a clear description of what happened and why you are dissatisfied; details of any loss or damage you believe has occurred; any photographs, inventory notes or other supporting information; and a description of how you would like the issue to be put right.

Time Limits for Making a Complaint

We encourage you to raise any concerns as soon as possible after the service has taken place, particularly where damage or loss is involved. Prompt reporting helps us investigate more effectively and, where appropriate, take steps to prevent further issues.

Our Complaints Process

Stage one is acknowledgement. Once we receive your complaint, we will record it and acknowledge receipt within a reasonable timescale. In our acknowledgement we will confirm that we are investigating and, where possible, provide an estimated timeframe for our full response.

Stage two is investigation. Your complaint will be reviewed by a person with the appropriate level of responsibility, who was not directly involved in the incident wherever possible. We may contact you for further information or clarification. We may also review booking details, job notes and any evidence provided by you or our team.

Stage three is response. After we have completed our investigation, we will write to you setting out our findings, any conclusions we have reached, and any steps we propose to take to resolve the matter. If we do not uphold your complaint, we will explain the reasons for our decision.

Timescales for Handling Complaints

We aim to deal with all complaints as quickly as reasonably possible. While timescales may vary depending on the complexity of the issue, we will keep you informed of our progress and will notify you if we require additional time to complete our investigation.

Possible Outcomes and Remedies

Where we find that we are at fault, we will consider appropriate remedies. These may include an explanation and, where necessary, an apology, corrective action such as providing missing documentation or clarifying information, reviewing and adjusting our processes or staff training, or considering financial remedies in line with our terms and conditions and any applicable limitations of liability.

Any remedy will take into account the circumstances of the complaint, the extent of any loss or inconvenience, and the terms that applied to the original service.

Complaints Relating to Loss or Damage

If your complaint relates to loss of or damage to belongings during a move, it is important that you notify us as soon as you become aware of the issue. We may ask for photographs, inventories, receipts, or other evidence to help us understand the situation. All such complaints will be considered in line with our service terms and any limits of liability described in your booking documentation.

Escalating Your Complaint

If you are not satisfied with the outcome of our initial investigation, you may ask for your complaint to be reviewed at a higher level within the company. When requesting escalation, please set out why you are unhappy with the previous decision and what you would like to see happen. We will then conduct a further review and provide a final response.

Confidentiality and Data Protection

All complaints will be handled in a confidential manner. Information you provide will be used only for the purposes of investigating and responding to your complaint, and will be stored and processed in accordance with our data protection obligations. We will not share your personal information with third parties for marketing purposes as part of this process.

Using Complaints to Improve Our Service

We view complaints and feedback as an important opportunity to review and enhance our operations. Where appropriate, we will analyse complaints data to identify patterns or recurring issues, and we may update our procedures, training, or communication methods to improve our removals and man and van services across the areas we cover.

Fairness and Respect

All customers who raise complaints will be treated with fairness, courtesy and respect. We expect our staff to conduct themselves professionally at all times. In return, we ask that customers also behave respectfully towards our team during the complaints process. We may limit communication where there is abusive or threatening behaviour, but this will not prevent us from considering the substance of a legitimate complaint.

Updates to This Complaints Procedure

We may review and update this complaints procedure from time to time to reflect changes in our services or legal obligations. The version published on our website will always be the most current and will apply to any new complaints from the date of publication.

If you have any concerns about our service or wish to make a complaint, please contact us using the details provided on our contact page and we will do our best to resolve the matter promptly and fairly.