Complaints Procedure

Man with Van Edmonton Complaints Procedure

This complaints procedure explains how Man with Van Edmonton handles concerns and complaints about our man and van and removal services. Our aim is to deal with all feedback fairly, promptly and consistently, so we can resolve issues and continue improving our services for customers in our operating area.

Our Commitment to You

We want every move, delivery or removal we carry out to meet the expectations agreed at the time of booking. If something goes wrong, we are committed to:

Listening carefully to your concerns, treating you with courtesy and respect at all times, investigating the matter thoroughly and impartially, keeping you informed throughout the process, and aiming to reach a fair and reasonable outcome as quickly as possible.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may relate to issues such as service quality, conduct or behaviour of staff or drivers, damage or loss relating to your belongings, delays or missed time slots, booking or administration errors, or communication problems before, during or after your move.

We also welcome general feedback, suggestions or compliments, even if you do not wish to raise a formal complaint.

How to Raise a Complaint

You can raise a complaint through any reasonable communication method. Please provide as much detail as possible so we can investigate effectively. Helpful information includes your full name, the address where the service took place, the date and approximate time of the job, a clear description of what went wrong, details of any items you believe are lost or damaged, and what outcome you are seeking, if known.

If your concern relates to an upcoming booking, please contact us as soon as possible so we have the opportunity to put things right before the scheduled service date.

Informal Resolution in the First Instance

Many issues can be resolved quickly by speaking with the driver or team on the day, or with the office contact who handled your booking. Where appropriate, we encourage informal resolution first, as this is often the fastest and simplest way to address minor concerns.

If you raise an issue informally and are not satisfied with the response, or if the matter is more serious, you can ask for it to be treated as a formal complaint.

Formal Complaints Process

When you submit a formal complaint, we will acknowledge receipt within a reasonable timeframe and begin our investigation. The steps we usually follow are:

We review your account of events and any supporting information you have provided. We may contact you to clarify details or request further information, such as photographs or item lists for any alleged damage or loss. We speak with the staff or contractors involved and review any internal records relating to your booking, such as job sheets or schedules. We then consider all available information and decide what we believe is a fair and reasonable outcome.

Once our investigation is complete, we will send you a written response explaining our findings, any actions we propose to take, and the reasoning behind our decision.

Timescales

We aim to resolve complaints as quickly as possible. Simple issues may be addressed within a few working days. More complex complaints, such as those involving alleged loss, damage to property, or disputes over service scope, may take longer to investigate.

If we are unable to provide a full response within a reasonable period, we will update you on progress and let you know when you can expect a final reply.

Outcomes and Remedies

Depending on the nature of your complaint and the outcome of our investigation, possible remedies may include an explanation or apology, correcting an error or completing work that was missed where feasible, a goodwill gesture where appropriate, or consideration of compensation in line with our terms and conditions and any agreed limits of liability.

Any remedy offered will take into account the circumstances of the case, the evidence available and the level of impact the problem has had on you.

Your Responsibilities

To help us deal with your complaint effectively, we ask that you raise any concerns as soon as reasonably possible after the service, provide honest and accurate information, keep any relevant documents or photographs, and cooperate with our investigation.

We also expect all communication to remain respectful. Abusive or threatening behaviour towards our staff will not be tolerated and may affect how we are able to communicate with you.

Escalation if You Are Unhappy With Our Response

If you are not satisfied with the outcome of your complaint, you may request a further review. When doing so, please explain clearly why you disagree with our response and provide any new information you believe has not been considered.

A different member of the management team will review the original investigation and reply to you with a final position wherever possible. Once this stage is complete, we may not be able to enter into further correspondence on the same issues, unless new and relevant information comes to light.

Continuous Improvement

We record and monitor complaints and feedback relating to our man and van and removal services. This helps us identify recurring issues, update staff training, improve our procedures, and enhance the overall customer experience in our service area.

By following this complaints procedure, Man with Van Edmonton aims to handle every concern fairly and consistently while working constructively with customers to reach practical solutions.