Complaints Procedure for Man with Van Gants Hill
Man with Van Gants Hill is committed to providing a reliable, professional and courteous removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right and improve our service. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.
Purpose of this Complaints Procedure
The purpose of this complaints procedure is to provide a clear, fair and transparent process for customers who wish to complain about any aspect of our removal or transport services. It applies to all services we provide, including home moves, office relocations, single item collections, deliveries and any related loading, unloading or packing services.
We aim to:
Respond to complaints promptly and courteously.
Investigate complaints thoroughly and impartially.
Offer a fair resolution wherever we have fallen short.
Use feedback from complaints to improve our systems and staff training.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, where a response is expected or required. This can include, but is not limited to:
Concerns about punctuality or reliability of drivers or vehicles.
Issues with handling of goods, including potential damage or loss.
Disagreement about charges, quotes or additional costs.
Concerns about staff behaviour, courtesy or professionalism.
Problems with communication, booking arrangements or documentation.
We encourage you to raise issues as soon as you become aware of them, ideally on the day of the service, so that we can address them quickly.
How to Make a Complaint
You can make a complaint in writing or verbally. Written complaints are preferred, as they allow us to record the details accurately and investigate more efficiently. When making a complaint, please provide as much information as possible, including:
Your full name and the address where the service was provided.
The date and approximate time of the service.
A clear description of the issue and how it has affected you.
Details of any items involved, including photographs if available.
Any steps that have already been taken to try to resolve the matter.
If you make a verbal complaint, we may ask you to confirm key details in writing so that we have a clear record of the issue.
Our Complaints Handling Stages
Stage 1: Initial Acknowledgement
Once we receive your complaint, we will acknowledge it as soon as reasonably possible. Our acknowledgement will confirm that we have received your concerns and explain the next steps in our investigation.
Where the issue is straightforward, we may be able to offer an immediate explanation or solution at this stage. If you are satisfied with this response, the complaint will be closed.
Stage 2: Investigation
If the complaint requires further investigation, we will:
Review your account of events and any supporting evidence.
Check relevant booking details, job sheets and driver notes.
Speak to the staff members involved, where appropriate.
Inspect any internal records relating to timing, routes and charges.
We aim to complete our investigation within a reasonable timeframe, depending on the complexity of the issue and availability of information. If we anticipate any delay, we will keep you updated.
Stage 3: Formal Response
When our investigation is complete, we will provide you with a formal response. This will usually be in writing and will include:
A summary of your complaint.
An outline of the investigations carried out.
Our findings and whether your complaint has been upheld in full, in part or not upheld.
Any explanation, apology or corrective action we propose.
Where appropriate, we may offer a practical solution such as a partial refund, re-attendance to complete work, or another form of goodwill gesture. Any such offer will depend on the circumstances of the case and our terms and conditions.
If You Are Not Satisfied With the Outcome
If you are unhappy with the outcome of our investigation or the resolution offered, you may request that your complaint be reviewed. In this review, a more senior person who was not directly involved in the original decision will reassess the complaint, the evidence, and our response.
Following the review, we will provide a final response. This will explain whether our original decision has been upheld or amended, and the reasons why. We will also state whether we consider the complaint procedure to be exhausted.
Complaints About Damage or Loss
If your complaint concerns damage to or loss of items during a move, please notify us as soon as possible. In such cases, we may ask you for:
A detailed list of the items affected.
Photographic evidence of any damage.
Proof of purchase or estimated value, where available.
We will review these details alongside our job records, packing and loading notes, and any relevant terms and conditions. Any settlement regarding damaged or lost items will be considered in line with the agreed service terms and any applicable limitations of liability.
Our Commitment to Fair Treatment
All complaints are treated with respect and confidentiality. We will never discriminate against you for raising a concern and will ensure that making a complaint does not affect any ongoing or future service you may receive from us.
We use complaint data to identify patterns, improve training, update procedures and enhance customer experience across our man and van and removal services.
Feedback and Continuous Improvement
We welcome all feedback, whether positive or negative. Even when an issue does not lead to a formal complaint, we record and review comments that highlight areas where our service could be improved. By sharing your experience, you help us raise standards and deliver a more efficient, careful and dependable moving service for every customer.
Thank you for taking the time to review this complaints procedure. If you need any clarification about how it works, you can contact us using your usual communication method with Man with Van Gants Hill and we will be happy to explain the process further.
