Complaints Procedure for Man with Van Chinatown

Man with Van Chinatown aims to provide a reliable, careful and professional removal service for all customers. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage of the process.

Purpose of This Complaints Procedure

The purpose of this procedure is to give removal customers a clear and fair process for raising issues. It is designed to:

Provide a simple way for you to tell us when something has gone wrong.

Ensure your concerns are taken seriously and handled respectfully.

Allow us to investigate issues thoroughly and objectively.

Help us put things right where possible and improve our man and van services in the future.

When to Use This Complaints Procedure

You can use this procedure if you are unhappy with any aspect of our removal or man and van services, including but not limited to:

The handling, loading, unloading or transportation of your belongings.

Timekeeping, reliability or scheduling of your move.

The conduct, attitude or communication of our team members.

The accuracy of information given about our services or pricing.

How we have managed any damage, loss or delay relating to your items.

If you are unsure whether your concern falls under this procedure, you may still raise it and we will guide you on the appropriate next steps.

How to Make a Complaint

We encourage you to raise any concerns as soon as you become aware of an issue. This helps us address matters quickly and effectively.

You can make a complaint verbally or in writing. Please provide the following information so that we can investigate properly:

Your full name and the address where the service was provided.

The date of your move or booking and any reference details you may have.

A clear description of what happened and why you are unhappy.

Any relevant details such as times, locations, or names of team members involved, if known.

Any supporting information you believe will help us, such as photographs or a list of damaged items.

If your complaint relates to possible damage or loss of items, we ask that you contact us as soon as you notice the issue so that we can review the situation without delay.

Our Complaints Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log the details and pass them to the person responsible for handling complaints. We will acknowledge your complaint within a reasonable time and confirm that we are looking into the matter.

At this stage we may contact you for further information or clarification. This helps us fully understand your concerns and the outcome you are seeking.

Stage 2: Investigation

We will then conduct an internal investigation. This may include:

Reviewing your booking information and service records.

Speaking with the removal team members involved in your job.

Reviewing any photographs, lists of items, or notes taken at the time of your move.

Assessing what went wrong, why it happened, and whether our usual standards or procedures were not followed.

We aim to complete our investigation within a reasonable timeframe, depending on the complexity of the issue. If we require extra time, we will let you know and explain why.

Stage 3: Response and Outcome

When our investigation is complete, we will provide you with a clear response setting out:

Our understanding of your complaint.

What we have investigated and the information we have considered.

Our findings and whether we believe your complaint is upheld in full, in part, or not upheld.

Any actions we propose to take as a result.

Possible outcomes may include an explanation, an apology, corrective action regarding future services, or other appropriate steps aimed at putting matters right as far as is reasonably possible. Any outcome will take into account the circumstances, relevant terms and conditions, and the information available to us.

If You Are Unhappy With Our Response

If you are dissatisfied with the outcome of your complaint or believe that your concerns have not been fully addressed, you may ask for a further review. In this case, your complaint and our initial response will be reconsidered, where possible by someone not directly involved in the original investigation.

During a further review we may ask you to provide any additional information that you feel has not been considered and we will look again at the evidence available. After this review, our decision will be confirmed to you along with the reasons for that decision.

Timescales and Communication

We aim to handle complaints promptly and fairly. While exact timescales may vary depending on the nature and complexity of the issue, our general approach is to:

Acknowledge your complaint within a reasonable period.

Carry out an investigation in a timely manner, keeping you informed if there are any delays.

Provide you with a clear outcome and explanation once our investigation is complete.

We will communicate with you in a straightforward and respectful way, using clear language and giving you the opportunity to ask questions about our findings.

Our Commitment to Improvement

Every complaint gives us an opportunity to review and improve our man and van and removal services. We may use information from complaints to:

Identify areas where our procedures or training can be strengthened.

Improve communication with customers before, during and after moves.

Refine how we handle scheduling, packing, loading and transport.

Update our internal guidance so that similar issues are less likely to happen in the future.

By following this Complaints Procedure, Man with Van Chinatown aims to treat all customers fairly, learn from mistakes, and maintain a professional, reliable removal service for every move we undertake.