Man with Van Chelsfield Complaints Procedure

Man with Van Chelsfield is committed to providing a reliable, courteous and professional removal service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and the steps we will take to put matters right wherever possible.

Our Commitment to You

We aim to resolve all complaints fairly, consistently and as quickly as is reasonably practicable. Every complaint is taken seriously and viewed as an opportunity to improve our services, including our house moves, flat moves, small office relocations and van-with-driver services.

We will always seek to:

Listen carefully to your concerns, record the details accurately, investigate the issues raised, respond in clear and plain language, and, where we are at fault, offer appropriate remedies or corrective action.

What This Procedure Covers

This procedure applies to all complaints relating to our moving and transport services, including but not limited to:

Collection, loading, transport and delivery of goods, punctuality and conduct of our team, care of your property and belongings, communication before, during and after a move, and administration such as booking, documentation and payments.

This procedure does not cover disputes that are already the subject of legal proceedings or matters handled by insurers under a separate claims process. In those situations we may still provide information and assistance, but the resolution route may differ.

Raising a Complaint

We encourage you to raise any concern as soon as you become aware of an issue, so that it can be addressed promptly. Wherever possible, please start by speaking with the driver or team leader on the day of your move. Many problems can be resolved quickly on the spot, for example clarifying instructions, adjusting positioning of furniture, or agreeing how to handle access difficulties.

If your concern cannot be resolved at the time, or if you prefer not to discuss it with the team on site, you can make a formal complaint to our office. Please provide the following information so that we can investigate effectively:

Your full name, your booking reference or moving date, the address where the service was carried out, a clear description of what went wrong, including dates and times, details of any loss or damage, supported by photos if available, and what outcome or remedy you are seeking.

How to Submit Your Complaint

You may submit your complaint in writing or by speaking with our office. Written complaints are helpful because they allow you to set out events in your own words and provide a clear record. When you contact us, please state that you are making a complaint so that it can be logged correctly under this procedure.

Our Acknowledgement and Timescales

We aim to acknowledge all complaints within five working days of receipt. The acknowledgement will confirm that we have received your complaint, provide a reference for future communication, and outline the next steps in the investigation process.

We aim to issue a full response within 28 days of acknowledging your complaint. If the matter is complex or requires additional information, we may need extra time. In such cases we will keep you informed of progress and provide an updated timescale.

How We Investigate Complaints

Our investigation will normally include:

Reviewing your account of events and any photographs or documents you have supplied, speaking with the driver and any team members involved in your move, reviewing booking details, job sheets and any notes made on the day, considering relevant internal policies, safety procedures and insurance terms, and assessing whether our service met the standards that we set for our removal operations.

We may contact you during the investigation if we require further clarification or additional evidence, such as more detailed information about access, parking restrictions or the condition of items before the move.

Our Response and Possible Outcomes

Once the investigation is complete, we will provide you with a written response that explains our findings, states whether the complaint is upheld in full, in part, or not upheld, sets out any actions we will take to put matters right where appropriate, and describes any service improvements we will introduce as a result of your feedback.

Possible outcomes may include an apology and explanation, practical steps to correct an issue, a goodwill gesture, or referral to our insurance process if a potential claim for loss or damage is involved. Any financial settlement will be assessed in line with our terms and conditions and any applicable cover limits.

Escalating Your Complaint

If you are dissatisfied with our final response, you may ask for your complaint to be reviewed at a higher level within the business. When requesting an escalation, please explain why you believe the outcome or reasoning is incorrect or incomplete, and highlight any evidence you feel was not fully considered.

The review will focus on whether the original investigation was fair and thorough and whether the conclusions reached were reasonable in light of the information available.

Time Limits for Complaints

To help us investigate effectively, we ask that you raise any complaint as soon as reasonably possible and, in any event, within 28 days of the date of your move. Complaints raised later than this may be more difficult to assess, particularly where evidence such as photographs or witness recollection is required.

Using This Procedure Alongside Other Rights

This Complaints Procedure is designed to give you a clear and accessible route for raising concerns about our removal services. It does not remove or limit any statutory rights you may have. You remain free to seek independent advice or pursue other remedies if you choose.

Continuous Improvement

All complaints are recorded and reviewed so that we can identify recurring issues and trends. We use this information to improve staff training, refine our procedures and enhance the quality and consistency of our moving and transport services across our service area. Your feedback, whether positive or negative, helps us to provide a better service to all customers of Man with Van Chelsfield.