Complaints Procedure

Man with Van Putney Complaints Procedure

This Complaints Procedure explains how customers can raise concerns about services provided by Man with Van Putney and how those concerns will be handled. Our aim is to resolve issues promptly, fairly and in a way that maintains confidence in our removal and transport services.

Our Commitment to Customers

Man with Van Putney is committed to providing reliable home and office removals, man and van services, and related transport solutions. We know that moving can be stressful, and we take any dissatisfaction seriously. All complaints are handled with respect, discretion and a genuine intention to reach a fair outcome.

What This Procedure Covers

This procedure applies to complaints relating to any service we provide, including but not limited to:

House and flat removals, office and commercial moves, man and van hire for single items or part loads, packing and loading assistance, and short-distance or longer-distance transport within our service areas.

The procedure covers issues such as service delays, missed appointments, conduct of staff, handling of goods, damage, loss, invoicing concerns and any other aspects of our removal services that you believe have not met agreed standards.

Informal Resolution

We encourage customers to raise any concern as soon as possible, ideally on the day of the move or as soon as the issue is noticed. In many cases, complaints can be resolved quickly and informally.

You may outline your concerns to a member of staff or the driver at the time of service, or contact our office to discuss the matter. Where possible, we will try to resolve the issue immediately by clarifying what happened, proposing a practical solution, or offering corrective action during or shortly after the job.

How to Make a Formal Complaint

If your concern cannot be resolved informally, or if you prefer a more structured process, you may make a formal complaint. When submitting a complaint, please provide as much detail as you can to help us investigate thoroughly.

Where possible, include the following information:

The date of the service, the collection and delivery addresses, a brief description of the service booked, a clear description of what went wrong or why you are dissatisfied, any relevant photographs or evidence, details of any conversations already held with our team about the issue, and the outcome you would consider fair.

Complaints should be made within a reasonable time of the event taking place, or from the point at which you became aware of the problem. The sooner we receive the information, the easier it is for us to investigate accurately.

Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint, outline the next steps, and where possible provide an estimated timescale for our investigation.

If we require further information to understand your complaint fully, we may contact you to request clarification or additional evidence. Providing prompt responses to these requests will help us complete our review more quickly.

Investigation Process

All complaints are reviewed by an appropriate member of the management team who was not directly involved in the issue where possible. The investigation may include:

Reviewing your booking details and any written notes, speaking with the driver or staff who carried out the move, reviewing job logs, schedules and route information, considering photographs, inventory lists or damage reports, and taking into account any earlier attempts at resolution.

We aim to complete most investigations within a reasonable period. If a complaint is particularly complex or requires additional time, we will let you know and keep you updated on progress.

Outcome and Response

Once the investigation is complete, we will provide you with a written or verbal response summarising our findings and explaining any decision made. Where a complaint is upheld in full or in part, we will outline the steps we propose to take. These may include an apology, corrective action on future bookings, service adjustments, or a gesture of goodwill where appropriate.

If the complaint is not upheld, we will explain the reasons for our decision and the information relied upon. Our aim is always to provide a clear and transparent explanation, even where we are unable to agree with your view of events.

Escalation of Your Complaint

If you are not satisfied with the outcome of your complaint, you may ask for it to be reviewed. Your request for escalation should set out which aspects of the decision you disagree with and why, and any additional information you believe should be considered.

An escalation review will normally be carried out by a more senior member of the team, who will reassess the handling of the complaint and the decision reached. Following this review, we will inform you of the final position and any further steps we are able to take.

Complaints Involving Damage or Loss

Where your complaint involves alleged damage or loss of items during a move, we may require supporting information to assess the situation properly. This can include photographs of the damage, proof of ownership, and evidence of value where relevant.

We will consider whether the items were appropriately packed, any pre-existing condition, the service that was booked, and any applicable terms and conditions. Any settlement or contribution towards repair or replacement will take these factors into account.

Data Protection and Confidentiality

All complaint information is treated as confidential and is handled in accordance with applicable data protection requirements. Details of your complaint will only be shared with staff who need the information to investigate or respond, or where required by law.

Continuous Improvement

We review complaints regularly to identify patterns and opportunities to improve our removal and man and van services. Feedback, whether positive or negative, helps us refine our processes, improve staff training, and enhance the overall reliability of our service across the areas we operate in.

Amendments to This Procedure

Man with Van Putney may amend this Complaints Procedure from time to time to reflect changes in our operations, legal requirements or industry best practice. The version in force at the time you make your complaint will apply to the handling of that complaint.