Complaints Procedure for Man With a Van Beddington

Man With a Van Beddington is committed to providing a reliable and professional removal service. We aim to handle every move with care, from local van moves to larger removals. However, we recognise that sometimes things can go wrong. When they do, we want to know about it so we can put things right quickly 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 at every stage.

Our Commitment to You

We take all complaints seriously and deal with them in a fair, consistent and timely manner. Our key promises are:

We will listen carefully to your concerns and treat you with respect and courtesy at all times. We will investigate what has happened and aim to resolve your complaint as quickly as possible. We will keep you informed throughout the process and explain our decisions clearly. We will use your feedback to improve our removal and man and van services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service, staff, vehicles, charges or communication, whether justified or not. This can include, for example:

Concerns about the handling or transport of your belongings during a move. Issues with timekeeping, reliability or conduct of our drivers or removal teams. Disputes about the price charged compared with the agreed quotation. Problems with booking, administration or communication before, during or after a job.

If you are unhappy with any part of our removal service, we encourage you to tell us so we can address it properly.

How to Make a Complaint

You can make a complaint in writing. Please provide as much detail as possible so that we can investigate thoroughly. It is helpful if you include:

Your full name. The date of the move or booking. The collection and delivery locations. A clear description of what went wrong. Any reference numbers or written quotations you were given. Any supporting information, such as photos of damage or screenshots of messages.

If your complaint involves damage to property or belongings, please keep the damaged items and any packaging until the matter has been fully resolved.

When to Raise Your Complaint

We recommend that you raise your complaint as soon as possible after the event so that the details are still fresh and evidence is easier to gather. For issues involving damage or loss, you should contact us as soon as you become aware of the problem, ideally within a reasonable time after the removal has been completed.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint in writing, we will:

Acknowledge your complaint and record it in our internal system. Check the details of your move and gather any relevant information from our team members involved in your booking or removal. Assess whether we need any further information from you.

We aim to acknowledge all complaints within a reasonable period of receiving them. If we need more information to begin our investigation, we will ask you for clarification.

Stage Two: Investigation

A member of our management team will review your complaint in detail. This may include:

Speaking with the driver or removal team who carried out your move. Checking booking records, quotations, job sheets and any communications. Reviewing photographs or other evidence you have sent.

We aim to complete this investigation and provide a response within a sensible timeframe. If, for any reason, it is likely to take longer, we will let you know and explain why, as well as when you can expect a full reply.

Stage Three: Our Response and Proposed Resolution

Once we have completed our investigation, we will write to you with our findings. Our response will include:

A summary of your complaint as we understand it. Details of the investigation we have carried out. Our decision on whether your complaint is upheld in full, upheld in part, or not upheld. Any steps we propose to take to resolve the matter.

Depending on the circumstances, possible outcomes may include:

An apology and explanation of what went wrong. Practical steps to put things right, where possible. Review of internal procedures or staff training to prevent similar issues. A goodwill gesture, where appropriate and at our discretion.

If You Are Not Satisfied with the Outcome

If you feel that your complaint has not been resolved to your satisfaction after you receive our written response, you can ask for a further review. In your request, please explain why you are unhappy with the outcome and what you believe would be a fair resolution.

A different member of our management team will then review the original complaint, our investigation, and the decision reached. They may contact you for further information if needed. Following this review, we will write to you again with a final decision.

Complaints About Damage or Loss

If your complaint involves damage to or loss of items during a removal, it is important that you provide detailed information, including descriptions of the items, their approximate age and condition, and any evidence such as receipts or photographs. This will help us assess what has happened and consider any appropriate remedy.

In some cases, we may ask to inspect the damage or request additional photographs. We may also consider the terms and conditions that applied to your booking, including any limitations on liability that were agreed before the move.

Using Feedback to Improve Our Service

Every complaint is an opportunity for us to improve how we operate. We regularly review the complaints we receive to identify patterns or recurring issues in our removal and man with a van services. Where necessary, we may:

Update our staff training. Adjust our internal processes and checks. Improve how we communicate with customers before and during a move. Review how we plan jobs across the service area to maintain reliability.

By following this procedure, we aim to make sure that all concerns are handled fairly, promptly and consistently, and that customers who use Man With a Van Beddington for removals and transport can have confidence that any problems will be taken seriously.