Complaints Procedure for Man with Van Aldborough Hatch

Man with Van Aldborough Hatch is committed to delivering a reliable, professional and courteous removal service. We recognise that, on occasion, customers may feel that our service has not met expectations. This complaints procedure explains how you can raise a concern, how we will respond, and the steps we take to put things right and improve our service for future customers.

Scope of this Complaints Procedure

This procedure covers any complaint relating to our man and van, home removals, office moves, packing, loading, transport, unloading or associated services. It applies to services carried out directly by Man with Van Aldborough Hatch and any team members acting on our behalf. This procedure does not cover disputes with third party providers that you have arranged separately.

Our Commitments to You

When you make a complaint, we are committed to treating you fairly, listening carefully and dealing with your concerns promptly. We aim to:

• Acknowledge your complaint quickly.
• Investigate your concerns thoroughly and impartially.
• Provide a clear explanation of our findings and any actions we will take.
• Learn from complaints to prevent similar issues in the future.

How to Raise a Complaint

If you are dissatisfied with any aspect of our removal service, you should raise the issue as soon as possible so that we have the best opportunity to resolve it. You can make a complaint verbally or in writing. When raising a complaint, please provide the following information where possible:

• Your full name and the address where the service was provided.
• The date and approximate time of the service.
• A clear description of what went wrong and how it has affected you.
• Any relevant details about the items, rooms or areas involved.
• Any supporting information such as photographs, inventories or written notes.

Stage One: Informal Resolution

In many cases, concerns can be resolved quickly and informally. If you are comfortable doing so, please raise the issue with the team member on site at the time of the move, or with our coordinator as soon as possible after the service.

We will listen to your concerns, ask questions if we need more information, and try to agree a practical and fair solution with you. Examples of informal resolutions may include completing work that was overlooked, adjusting how items are handled, or clarifying any misunderstandings about the service that was agreed.

Stage Two: Formal Complaint

If your complaint cannot be resolved informally, or you prefer to make a formal complaint, you should set out your concerns in writing. This provides a clear record of the issues raised and helps us carry out a thorough investigation.

Upon receiving your formal complaint, we will:

• Record the details of your complaint in our internal log.
• Acknowledge receipt within a reasonable timeframe.
• Review the information you have provided along with our job records, quotes, photographs and staff reports.
• Contact you if we need further details or clarification.

Investigation and Timeframes

We aim to complete our investigation and provide a full response within a reasonable period from the date we receive your formal complaint. The time required may vary depending on the complexity of the issues raised, the availability of staff involved and the need to review any additional evidence.

If, for any reason, we are unable to respond within our usual timeframe, we will let you know and provide an updated estimate of when you can expect a full reply.

Our Response and Possible Outcomes

Once our investigation is complete, we will send you a written response setting out:

• A summary of your complaint as we understand it.
• The steps we took to investigate the issues.
• Our findings based on the information available.
• Any actions we will take to resolve the matter or improve our service.

Depending on the nature of the complaint and our findings, possible outcomes may include an apology, an explanation, remedial work, a goodwill gesture, or another form of resolution that is reasonable in the circumstances.

Damage to Property or Belongings

If your complaint involves alleged damage to property or belongings during a move, please raise it as soon as you notice the issue and provide clear details and photographs if possible. We will review our job notes, discuss the matter with the team involved and, where available, consider any pre-move condition records.

We may ask you for further evidence to help establish when and how the damage occurred. Each case will be assessed on its individual facts, and we will explain our conclusions and any steps we can reasonably take to assist.

Behaviour and Safety Concerns

We expect our staff to act professionally, respectfully and safely at all times. If your complaint relates to staff behaviour, conduct on site, health and safety issues, or safeguarding, it will be treated as a priority. We may speak directly with the staff involved, review any relevant policies and, where appropriate, take internal action to address the matter.

Escalation of Your Complaint

If you are not satisfied with the outcome of your complaint after our full response, you may ask for a further review. In that case, a senior member of the team who was not directly involved in the original investigation will consider your complaint, the steps taken so far and the response you have received.

The reviewing person may uphold the original decision, change the outcome or recommend additional steps. You will be informed of the result of this review and the reasons for the decision.

Recording and Using Complaint Information

We maintain an internal record of complaints to help us monitor performance and identify areas where our removal services can be improved. Personal information provided as part of a complaint is used only for dealing with that complaint, for quality monitoring and for meeting any legal or regulatory obligations.

Continuous Improvement

Man with Van Aldborough Hatch values all feedback about our removal and man and van services. Complaints, when raised constructively, give us an important opportunity to review our working practices, staff training, scheduling, packing methods and customer communication so that we can continue to improve the service offered to customers in our operating area.

This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective. We reserve the right to update or amend this procedure to reflect changes in our business operations or applicable legal requirements.