Complaints Procedure

Complaints Procedure for Man with Van Stratford Customers

Man with Van Stratford is committed to providing a reliable, careful and professional removal service. We understand that on rare occasions things may not go to plan. This Complaints Procedure explains how you can raise a concern about our services, how we will respond, and what you can expect from us throughout the process.

Purpose and Scope of this Procedure

This procedure applies to all customers who have used or booked our man and van or removal services. It covers issues such as service delays, damage to goods where applicable, conduct of staff or contractors, communication problems, or any other aspect of our work that you feel has not met the agreed standard.

We use all complaints as an opportunity to review and improve our services. Every complaint is taken seriously and is handled confidentially, fairly and without prejudice.

What We Class As a Complaint

A complaint is any expression of dissatisfaction about our services where you would like us to investigate and provide a formal response. Examples include, but are not limited to:

Service not delivered at the agreed time or date, significant delays without explanation, damage or loss of items associated with a removal, behaviour or attitude of our drivers, porters or representatives, problems with how your booking or quote was handled, issues with invoices or charges that you believe are incorrect, or any concern that the service did not match what was agreed.

If you are unsure whether your issue counts as a complaint, you can still raise it with us and we will treat it appropriately.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints are generally easier for us to track and investigate, and we may ask you to confirm a verbal complaint in writing so that there is a clear record of the issue.

When submitting your complaint, please provide as much detail as possible, including your full name, the date of your booking and the date of the move or service, the pickup and delivery locations, a clear description of what went wrong, details of any conversations already held with our team, and what outcome you are seeking such as explanation, apology, corrective action or review of charges.

Where relevant, please also include any supporting information such as photographs, inventories, or copies of invoices and booking confirmations.

Time Limits for Raising a Complaint

We encourage you to raise any concerns as soon as possible so that we can investigate them while the details are still fresh and any records are readily available. As a general guideline, complaints about completed removal work should be raised within a reasonable time from the date the service was provided, especially where you believe goods have been damaged or lost.

If there are genuine reasons why you could not raise the issue sooner, you should explain this when you contact us. We will still consider the complaint, but our ability to investigate may be reduced if a long time has passed.

Our Complaint Handling Stages

All complaints follow a clear and structured process designed to give you a fair and timely outcome.

Stage one is acknowledgement. Once your complaint is received, we will log it in our internal system and send you an acknowledgement within a reasonable timeframe. This acknowledgement will confirm that we have received your complaint and are starting our review.

Stage two is investigation. A member of our management team or a suitably senior representative will review your complaint. This may involve speaking to the driver or crew involved, reviewing booking details and job sheets, checking any relevant communications, and considering any evidence you have provided. We may contact you if we need more information or clarification.

Stage three is our response. After we have completed our investigation, we will provide you with a written response. This will outline the issues you raised, the findings of our investigation, any conclusions we have reached, and any steps we will take to put things right or prevent a similar issue from happening again.

Stage four is further review. If you are not satisfied with our initial response, you may ask for your complaint to be reviewed again by a more senior person. You should explain why you are unhappy with the outcome and what you would like us to reconsider. We will then review the matter and provide a final response.

Timeframes for Responses

We aim to acknowledge all complaints promptly. We will then work to complete a full investigation and provide a detailed response as soon as reasonably possible, taking into account the complexity of the complaint and the availability of information and staff.

If, for any reason, we need more time to investigate, we will let you know and explain the reason for the delay, along with an updated timeframe for when you can expect a response.

Possible Outcomes and Remedies

Depending on the nature of your complaint and our investigation findings, possible outcomes may include an explanation of what happened and why, an apology where we have fallen short of our standards, corrective action for any ongoing issue that can be resolved, review and possible adjustment of charges where appropriate, and internal changes such as staff training or amendments to our procedures.

Where your complaint relates to alleged damage or loss, any remedy will be considered in line with our terms and conditions and any applicable limitations. We will always explain clearly how we have reached our decision.

Your Responsibilities as a Customer

To help us resolve your complaint effectively, you are responsible for providing accurate information and relevant evidence, responding to our requests for clarification within a reasonable time, treating our staff with respect throughout the process, and following this procedure so that we can manage your complaint efficiently.

Confidentiality and Data Protection

All complaints are handled in confidence. Information about your complaint will only be shared with team members who need it to investigate and resolve the issue. Any personal data you provide will be processed in line with our data protection obligations and retained only for as long as necessary to manage your complaint and meet legal or regulatory requirements.

Continuous Improvement

We review complaints regularly to identify patterns, common issues and areas where our man and van and removal services can be improved. Feedback from customers, whether positive or negative, helps us maintain and raise our standards. By following this Complaints Procedure, you help us understand where things have gone wrong and how we can serve you and other customers better in future.