Complaints Procedure
Complaints Procedure for Man with Van Bickley
Man with Van Bickley is committed to providing a reliable and considerate removal service. We understand that, on occasion, things may not go as planned and you may wish to raise a concern or complaint. This complaints procedure explains how you can do that, how we will respond, and what you can expect from us at each stage.
Our Commitment to You
We take all complaints seriously and see them as an opportunity to review and improve our home removals and man and van services. Our aims are to:
Listen carefully to your concerns and understand what has happened from your point of view.
Respond promptly, fairly and professionally.
Put things right where we are at fault, including offering appropriate remedies where applicable.
Use the outcome of complaints to improve our working practices and customer care.
What This Procedure Covers
This complaints procedure applies to any service provided by Man with Van Bickley, including but not limited to:
House and flat removals.
Man and van services for smaller moves.
Furniture and item collection or deliveries.
Loading, unloading and general moving assistance.
Complaints may relate to service quality, conduct of staff, punctuality, damage to property or belongings, communication, or any aspect of the service you feel has fallen below your expectations.
Raising a Complaint Informally
In many cases, concerns can be resolved quickly and informally. If you are unhappy during a move or immediately afterwards, please speak directly to the driver or team leader on site. They will do their best to address the issue straight away.
If your concern cannot be resolved at the time or you prefer not to speak in person, you may contact our office to outline the issue. When doing so, please provide the following information:
Your full name and the address where the service was carried out.
The date of your move or booking.
A clear description of what went wrong and when it occurred.
Details of any loss, damage or inconvenience you have experienced.
What you would like us to do to resolve the matter.
We encourage you to raise any issues as soon as reasonably possible so that details can be accurately reviewed.
Making a Formal Complaint
If your concern has not been resolved informally, or if the matter is more serious, you may make a formal complaint. Please set out your complaint in writing and ensure it includes all relevant details and any supporting information you feel is important.
Once we receive your formal complaint, we will:
Acknowledge receipt of your complaint within a reasonable timescale.
Provide you with a reference or identifying detail for the complaint where appropriate.
Advise you of the next steps and expected timeframes for our investigation.
How We Investigate Complaints
Your complaint will be reviewed by a member of our management team who was not directly involved in the issue wherever possible. Our investigation may include some or all of the following steps:
Reviewing your booking details, service notes and any relevant documentation.
Speaking with the staff members involved to obtain their account of events.
Assessing any photographs, inventories or other evidence provided.
Considering our terms and conditions and any applicable policies.
We aim to complete our investigation and provide a full response within a reasonable period. If we anticipate any delay, we will inform you and explain the reasons.
Our Response and Possible Outcomes
When our investigation is complete, we will provide a clear written response setting out:
A summary of your complaint and the issues considered.
Our findings based on the information available.
Whether your complaint has been upheld, partially upheld or not upheld.
Any actions we propose to take to resolve the matter.
Possible outcomes may include an explanation or apology, steps to correct an error, a service remedy where feasible, or, where appropriate and in line with our terms, a financial gesture or contribution. Any remedy offered will reflect the nature and impact of the issue and will be made at our discretion.
Escalation if You Remain Dissatisfied
If you remain unhappy after receiving our formal response, you may ask for your complaint to be reviewed again by a senior member of our team, provided new information has come to light or you believe that the procedure has not been followed correctly.
The senior review will focus on whether the original investigation was fair, thorough and in line with this complaints procedure. Following this review, we will issue a final response outlining our position.
Time Limits for Complaints
To allow us to investigate effectively, complaints about our removal or man and van services should normally be raised within a reasonable time of the service being delivered. Where significant time has passed, it may be more difficult for us to gather information or evidence, and this could affect the outcome.
Customer Responsibilities
To help us resolve your complaint efficiently, we ask that you:
Provide clear and accurate information at all stages.
Respond to any requests for further details in a timely manner.
Treat our staff with courtesy and respect throughout the process.
Retain any relevant evidence, such as photographs of alleged damage or copies of correspondence.
Confidentiality and Data Protection
All complaints will be handled in confidence and in accordance with our data protection obligations. Information about your complaint will only be shared with those who need it in order to investigate and resolve the matter. We may keep a record of complaints and their outcomes to help monitor the quality of our services and identify areas for improvement.
Continuous Improvement
Man with Van Bickley is dedicated to maintaining high standards for all domestic and small business moves. We regularly review the nature and frequency of complaints to identify trends and implement improvements to our training, procedures and communications. Your feedback, whether positive or negative, plays a vital role in helping us enhance the experience for future customers.
This complaints procedure is intended to be clear, fair and accessible. If you have any questions about how it works or need assistance in raising a concern, please contact us using your usual method of communication with Man with Van Bickley.
