Complaints Procedure
Complaints Procedure for Man with Van Gipsy Hill
Man with Van Gipsy Hill aims to provide a reliable and professional removals and man with a van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.
Purpose of this Complaints Procedure
This procedure is designed for customers who have used, or have arranged to use, our removal or man and van services. It sets out a clear and fair process for raising issues relating to bookings, collections, deliveries, handling of goods, punctuality, conduct of staff, or any other aspect of our service. Our aim is to resolve complaints quickly, courteously, and in a way that is transparent and consistent.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services where a response is expected. This may include, for example:
Issues with the quality of our removals work, loading or unloading, or the handling of items. Concerns about punctuality, missed appointments or delays. Problems with documentation, quotations, or charges. Concerns about the behaviour, attitude or communication of our team members. Any situation where you feel we have not met the level of service we promised.
We also welcome feedback that is not a formal complaint, as it helps us review our performance and identify areas for improvement.
How to Make a Complaint
You can raise a complaint in writing or verbally. We encourage you to submit your complaint in writing wherever possible, as this helps ensure that we fully understand the details of your concern and can investigate it thoroughly.
When making a complaint, please provide as much information as you can, including:
Your full name and the name the booking was made under. The date of your move or booking and the collection and delivery addresses. A clear description of what went wrong and when it happened. Details of any items involved, including whether they were damaged or missing. Any reference numbers or details of who you spoke to previously about the issue. What outcome you are seeking, such as an explanation, an apology, or specific remedial action.
The more detail you can provide at the outset, the faster and more accurately we will be able to investigate your complaint.
Timescales for Raising a Complaint
We recommend that you raise your complaint as soon as possible after the issue occurs. Complaints about service quality, staff conduct or timing should ideally be made within 14 days of your move or booking date. Complaints involving damage or loss of items should be raised as soon as you become aware of the issue, so that we can review any relevant records, job notes or photographs while they are still readily available.
How We Will Handle Your Complaint
Once we receive your complaint, we will follow a structured process to ensure it is dealt with fairly and consistently.
First, we will acknowledge your complaint. We aim to acknowledge all complaints within three working days. At this stage, we may ask you for further information or clarification if anything is unclear.
Next, we will investigate your complaint. This may involve reviewing booking details, job notes, photographs, staff statements and any other relevant information. We may contact you during this stage to ask further questions or to discuss what happened in more detail.
After reviewing the information, we will provide a written response. We aim to give a full response within 14 working days of acknowledging your complaint. If we are unable to meet this timescale, we will let you know and explain the reason for any delay and when you can expect a final response.
Our Possible Outcomes and Remedies
Once our investigation is completed, we will explain our findings and any steps we propose to take. Depending on the circumstances, the outcome may include:
A clear explanation of what happened. An apology, where appropriate. Practical steps to correct an error or problem within our control. A review of our internal procedures, training or working practices to reduce the likelihood of similar issues in future.
Where damage or loss is involved, we will review the situation in line with the terms agreed at the time of booking and any applicable limitations or conditions for our man and van or removals services.
Your Responsibilities During the Process
To help us deal with your complaint efficiently, please provide accurate information, keep any relevant documentation, and cooperate with any reasonable requests for further details. If you are submitting photographs or item lists in relation to damage or loss, please ensure they are clear and complete.
Confidentiality and Data Protection
All complaints are handled in confidence. Information you provide will be used only for the purposes of handling and resolving your complaint, training our staff, and improving our services. We will only share information where it is necessary to investigate the issue or where we are legally required to do so.
Continuous Improvement
Every complaint is an opportunity for us to review how we deliver our man and van and removal services. We routinely analyse complaint trends to identify recurring issues and to develop better training, systems and processes. By raising a concern, you help us maintain and improve the standard of service for all customers.
Review of this Complaints Procedure
This complaints procedure is reviewed regularly to ensure it remains clear, fair and effective. We may update or amend it from time to time to reflect changes in our services, customer expectations or legal requirements.
If you have any questions about this procedure or how it applies to your situation, you can contact us and request clarification before or after making a complaint.
