Complaints Procedure
Man with Van Romford Complaints Procedure
This Complaints Procedure explains how customers can raise concerns about Man with Van Romford services and how those concerns will be handled. Our aim is to resolve issues fairly, promptly and professionally, and to use feedback to improve our moving and transport services.
1. Our commitment to resolving complaints
Man with Van Romford is committed to providing reliable, careful and efficient removal services. If something goes wrong, we want to know about it. We treat all complaints as an opportunity to review our performance and, where needed, to make improvements to our vehicles, staff training, processes and communication.
We will always aim to:
Respond to complaints politely and respectfully, listen to your concerns carefully, investigate what has happened, explain our findings clearly, and offer a fair outcome where we are at fault.
2. What counts as a complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not. This may include issues such as missed or delayed bookings, conduct or performance of staff, handling or transport of items, service quality on moving day, documentation or communication problems, and billing or quotation disagreements.
We encourage you to tell us about any concern as soon as possible so that we can investigate while details are still clear and, where possible, put things right quickly.
3. How to make a complaint
You can raise a complaint in writing or verbally. Providing detailed information will help us understand what happened and investigate efficiently. When making a complaint, please include:
Your full name, your preferred method of contact, the date of your move or booking, the collection and delivery locations, a clear description of the issue, any relevant reference numbers or job details, and any supporting information such as photos or notes.
If you raise a complaint during or immediately after a removal, please speak to the driver or team leader on site first, as they may be able to resolve the issue straight away. If you are not satisfied with their response, or prefer not to speak on the day, you can submit a complaint to the office team.
4. Timeframes for raising a complaint
To help us deal with matters effectively, we ask that you submit your complaint as soon as reasonably possible after the event. For service quality issues, we recommend raising the matter within 7 days of your move. For concerns relating to loss, damage or breakage, we recommend notifying us promptly once you discover the issue so that we can review the circumstances.
Although we will consider complaints raised later, delays can make it harder to obtain accurate information or evidence.
5. How we handle your complaint
Once we receive your complaint, we will follow a structured process to ensure it is handled fairly and consistently.
Stage one: Acknowledgement. We will acknowledge your complaint and confirm that it is being reviewed. Where possible, we will provide an estimated timeframe for our response.
Stage two: Investigation. A member of the management or office team will review the information you have provided, speak with any staff involved, check booking details and documentation, and consider any evidence, such as photos or reports, and relevant terms and conditions.
Stage three: Response. Once the investigation is complete, we will provide a written or verbal response setting out a summary of your complaint, what we have found, any contributing factors or explanations, whether we accept that service has fallen short and, where appropriate, any proposed remedy or action.
We aim to provide a full response within a reasonable period. More complex issues, especially those involving multiple parties or significant alleged loss or damage, may take longer. If this is the case, we will keep you updated on the progress of the review.
6. Possible outcomes and remedies
Where our investigation finds that Man with Van Romford has not met the standards set out in our terms, booking confirmation or service description, we will consider appropriate remedies. Outcomes may include:
An apology and explanation, corrective action for future moves, a review of internal processes or staff training, and where justified and within our terms and conditions, a financial remedy or goodwill gesture.
Any offer or remedy will be made in line with our contractual obligations, your statutory rights and the specific circumstances of the complaint. We will always explain how we reached our decision.
7. Escalation of your complaint
If you are not satisfied with the outcome of your complaint at the initial stage, you may request that it is reviewed by a senior member of the team who was not directly involved in the original decision. When asking for an escalation, please tell us why you are unhappy with the first response and what outcome you are seeking.
The senior reviewer will reconsider the information, including any new details you provide, and confirm whether the original decision is upheld or amended. This will be our final internal decision on the matter.
8. Fair treatment and confidentiality
All complaints are handled with respect and without discrimination. Raising a complaint will not affect the way we treat you as a customer in the future. We expect our staff and our customers to communicate politely and constructively throughout the process.
Information relating to your complaint will be handled sensitively and only shared with those who need it to investigate and respond. Records of complaints are stored securely and used to help improve our services.
9. Using complaints to improve our service
Man with Van Romford regularly reviews complaints and feedback to identify patterns and areas for improvement. This may include changes to booking procedures, staff briefings, packing and handling practices, vehicle allocation, or customer communication before, during and after a move.
By telling us when things go wrong, you help us strengthen the reliability and quality of our removal services for all customers.
10. Your statutory rights
This Complaints Procedure does not affect your legal rights. Our services are provided subject to our terms and conditions and applicable consumer legislation. You remain free to seek independent advice at any stage if you are unsure of your rights or options.
We encourage you to use this Complaints Procedure first so that we have the opportunity to address your concerns directly and work with you towards a fair resolution.
