Complaints Procedure for Man with Van Purley Removals

Man with Van Purley aims to provide a reliable and professional removal service for all customers, whether moving homes, offices, or transporting single items. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us throughout the process.

Our Commitment to Handling Complaints

We are committed to dealing with all complaints fairly, consistently, and as quickly as possible. We use feedback to review our removal and man and van services and to improve the customer experience. All complaints are treated with respect, and raising a concern will not affect any ongoing or future services you receive from us.

What This Procedure Covers

This procedure applies to complaints about our services, including but not limited to house moves, flat moves, office relocations, packing assistance, loading and unloading, and transport of goods. It covers issues such as service quality, staff behaviour, communication, timeliness, care of belongings, and adherence to agreed arrangements.

This procedure does not cover matters that are exclusively governed by separate terms and conditions, such as specific liability limits, insurance claims, or force majeure events. However, we will still review any concerns you raise and explain clearly when an issue is covered by existing contractual terms.

How to Make a Complaint

You can raise a complaint verbally or in writing. We encourage you to contact us as soon as possible after the issue arises so that it is easier to investigate and resolve. When submitting a complaint, please provide the following information where possible:

• Your full name and preferred method of contact
• The date and location of the service
• A clear description of what went wrong
• The names of any staff involved, if known
• Any supporting details, such as booking references or photographs

If you raise a complaint verbally during or immediately after a move, the team member present will try to resolve the issue straight away where reasonably possible. If the matter cannot be resolved on the spot, the complaint will be referred for further review.

Acknowledgement of Your Complaint

Once we receive your complaint, we will record it in our internal system and acknowledge receipt. We will usually provide this acknowledgement within a reasonable period, confirming that your complaint has been logged and explaining the next steps. Where further information is needed to investigate, we may contact you to clarify details or request additional evidence.

Investigation Process

Each complaint is reviewed by a person with appropriate responsibility who was not directly involved in the issue wherever practicable. The investigation may include:

• Reviewing booking records, job sheets, and communications
• Speaking with the driver and any removal team members involved
• Inspecting any photographs or documentation you have provided
• Considering the relevant terms, conditions, and policies

We aim to complete investigations within a reasonable timeframe, depending on the complexity of the matter. If we anticipate a delay, we will keep you informed and provide an updated timescale.

Outcome and Resolution

After the investigation, we will provide a clear response setting out:

• A summary of your complaint
• The steps we took to investigate
• Our findings and conclusions
• Any proposed remedy or explanation where a remedy is not appropriate

Possible outcomes may include an apology, clarification of our policies, a service review, corrective action with staff, or other forms of resolution that we consider fair in the circumstances and consistent with our terms and conditions.

If You Are Not Satisfied with the Outcome

If you are unhappy with the outcome of your complaint, you may ask for a further review. In doing so, please explain why you remain dissatisfied and identify any information you believe has not been fully considered. A more senior member of our team will reassess the matter where possible and provide a final response.

While we aim to resolve concerns directly, you may also seek independent advice regarding your rights in relation to the service you received.

Time Limits for Complaints

To allow us to investigate fully and accurately, we ask that you raise complaints within a reasonable period after the service has been provided. Complaints made long after the event may be more difficult to assess because records, staff recollection, or relevant evidence may be limited. However, we will always review the information available and respond as fairly as we can.

Recording and Using Complaint Information

We keep records of complaints and their outcomes in line with our data handling practices. This helps us:

• Monitor service quality for our removal and man and van operations
• Identify recurring issues and areas for improvement
• Provide training and guidance to our teams
• Demonstrate that complaints are handled consistently and fairly

Personal information collected during the complaints process is used only for managing and analysing the complaint and is kept secure. We retain this information only for as long as necessary for these purposes and in accordance with applicable requirements.

Continuous Improvement of Our Removal Services

Feedback from customers, including complaints and suggestions, plays a key role in refining our services. We regularly review complaint trends related to home moves, local deliveries, and other removal work to help ensure that our practices, vehicles, and staff training remain aligned with customer expectations. By following this procedure, we seek not only to resolve individual concerns but also to enhance the standard of service we provide.

Review of This Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair, and effective for customers using our man and van and removal services. We may update it from time to time to reflect changes in our operations, regulations, or best practice. The version published here will always represent the current procedure.