Complaints Procedure
Complaints Procedure for Man and a Van Putney Customers
Man and a Van Putney is committed to providing a professional and reliable 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 resolve the issue promptly and improve our services. This complaints procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.
Our Commitment to You
We aim to treat every complaint seriously, fairly and consistently. Our objectives are to acknowledge and investigate your concern, keep you informed throughout the process, and provide a clear response with any appropriate remedies or explanations. We also use the outcome of complaints to review and refine how we deliver our removal and transport services.
What This Procedure Covers
This complaints procedure applies to all customers of Man and a Van Putney who have used or booked our man and van or household and business removals services. It covers issues such as service quality, conduct of our staff, damage to goods or property, timekeeping, communication, and billing concerns. It does not cover requests for general information, booking amendments, or routine service queries, which are handled by our customer service team in the usual way.
Raising a Complaint Informally
Where possible, we encourage you to raise any issues as soon as they arise, ideally on the day of the move or as soon as you become aware of a problem. An informal discussion with a team member may be enough to resolve the matter quickly. If you feel comfortable doing so, please speak directly with the driver or team leader on the day of the job, or contact our office after the job has been completed to explain your concern.
In many cases, issues such as minor misunderstandings, scheduling concerns or questions about the scope of the service can be clarified immediately, without the need for a formal complaint. However, if you are not satisfied with the initial response, or if the issue is more serious, you can make a formal complaint as outlined below.
Making a Formal Complaint
If your concern cannot be resolved informally or involves a significant issue such as alleged damage, loss, or serious service failure, you may submit a formal complaint. Please do so as soon as reasonably possible after the service date so that we can investigate while details are still fresh.
When submitting your complaint, please include the following information to help us investigate your case efficiently:
Your full name and, if applicable, the name under which the booking was made.
Date of the service and the collection and delivery addresses.
A clear description of what happened, including times and names of staff involved, if known.
Any supporting information, such as photographs of damage or written notes made on the day.
Details of any immediate steps already taken to raise the issue and any outcome so far.
How We Will Handle Your Complaint
Once we receive your formal complaint, we will follow these steps:
Acknowledgement: We will acknowledge receipt of your complaint within a reasonable timeframe. At this stage we may request any additional information we require to understand the issue fully.
Investigation: A member of our management or customer care team will review your complaint. This may involve speaking to the driver or removal team, reviewing booking records and job notes, and examining any photographs or evidence you have provided.
Response: After completing our investigation, we will provide you with a written response setting out our findings, any conclusions reached, and whether we propose any remedial action. This may include an explanation, an apology, corrective action on future bookings, or, if appropriate and in line with our terms and conditions, consideration of compensation.
Timeframes for Responses
We aim to acknowledge all formal complaints promptly and to provide a full response within a reasonable period, taking into account the complexity of the issue. If the investigation is likely to take longer, we will let you know and provide an updated timescale. Our focus is on conducting a thorough and fair review rather than providing rushed answers.
Escalating Your Complaint
If you are not satisfied with the outcome of our initial investigation, you may request that your complaint be reviewed at a higher level within Man and a Van Putney. When asking for an escalation, please explain which aspects of the response you disagree with and why. We will then re-examine the case, taking into account any new information you may provide.
The outcome of this review will be communicated to you in writing. This will normally be our final internal position on the matter. Any further dispute may then need to be considered through external routes where applicable, such as alternative dispute resolution, legal advice, or other consumer support options available to you.
Claims for Loss or Damage
If your complaint concerns loss of or damage to items during a move, we will review your case in line with our terms and conditions and any limitations agreed at the time of booking. You may be asked to supply photographs, proof of value, and a clear description of the condition of the item before and after the move. It is important that any potential damage is reported to us as soon as it is discovered so we can investigate effectively.
Fair Treatment and Confidentiality
All complaints are handled in confidence and with respect for your privacy. Your complaint will be shared only with those within Man and a Van Putney who need the information to investigate and respond. Making a complaint will not affect the way we treat you as a customer in future and will not influence the level of service you receive on any subsequent bookings.
Using Complaints to Improve Our Services
We view feedback and complaints as a valuable source of information about how our man and van and removal services are performing. We record and monitor complaints, look for patterns or recurring issues, and use this insight to improve our staff training, processes and customer communication. By raising any concerns you may have, you are helping us to maintain and improve the quality of our service for all customers.
Review of This Procedure
Man and a Van Putney may update this complaints procedure from time to time to reflect changes in our services, legal requirements, or best practice within the removals industry. The latest version of this procedure will always apply to complaints raised after the date of any update.
