Complaints Process for Man with Van Greenwich Customers

Man with Van Greenwich is committed to providing a reliable and professional removals and man and van service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern about our services and how we will work with you to resolve it fairly, efficiently and transparently.

Purpose and Scope of This Complaints Procedure

This procedure covers complaints related to our man and van and removal services, including but not limited to home moves, office moves, single-item and multi-item transport, loading and unloading, and general customer service. It applies to all customers who have used our services or have a confirmed booking with us.

The aims of this procedure are to:

Provide a clear and accessible way for you to raise concerns.

Ensure complaints are handled promptly, consistently and fairly.

Identify opportunities to improve our removal and transport services.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, about the standard of service you have received or the way our staff or representatives have behaved. Examples include:

Concerns about punctuality, conduct or professionalism of our drivers or porters.

Issues with the quality of our moving or handling services.

Disputes about charges, quotations or invoicing.

Concerns about communication before, during or after your move.

Issues related to loss or damage to items, where you believe our service contributed.

We encourage you to raise any concern as soon as possible so we can address it promptly.

Step 1: Raising an Informal Concern

In many cases, issues can be resolved quickly and informally. If you are unhappy during or immediately after your move, please speak to the team on the day or contact our office as soon as you can. We will aim to:

Listen carefully to your concern and clarify the facts.

Offer an explanation or solution where possible.

Put things right promptly if we are at fault and it is within our power to do so.

If you are satisfied with the outcome at this stage, the matter will be considered resolved. If you remain dissatisfied, you may proceed with a formal complaint.

Step 2: Making a Formal Complaint

If an informal resolution is not possible or you feel the matter is too serious for an informal approach, you may submit a formal complaint. Please provide as much detail as possible, including:

Your full name and the address where the service was carried out.

The date and time of your move or booking.

A clear description of what went wrong and how it has affected you.

Names or descriptions of any staff involved, if known.

Any supporting information that may help us understand the issue.

We encourage customers to send formal complaints in writing, so there is a clear record of the issue and our response.

Step 3: Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it. In our acknowledgement we will:

Confirm that we have received your complaint.

Provide a reference point so the matter can be easily identified.

Outline the next steps in the investigation process.

We aim to acknowledge all formal complaints within a reasonable timeframe, usually within a few working days.

Step 4: Investigation of Your Complaint

We will carry out a fair and thorough investigation into your complaint. Depending on the nature of the issue, this may involve:

Reviewing booking records, job sheets and service notes.

Speaking with the driver and any porters or team members involved in your move.

Checking vehicle logs, photographs or other relevant evidence.

Reviewing our terms, conditions and any guarantees that may apply.

We will treat your complaint with seriousness and confidentiality and will only share details internally as needed to investigate and resolve the matter.

Step 5: Our Response and Proposed Resolution

After completing our investigation, we will send you a written response that includes:

A summary of your complaint as we understand it.

An outline of the steps we took to investigate.

Our findings and whether we uphold or do not uphold your complaint.

Any action we propose to take to resolve the matter.

Possible outcomes may include an apology, an explanation, corrective action in our processes, or a gesture of goodwill where appropriate. Where a claim relates to loss or damage, any remedy will be considered in line with our terms of service and the level of cover agreed at the time of booking.

Step 6: If You Are Not Satisfied With the Outcome

If you are unhappy with our final response, you can request a further review. In your request, please explain why you disagree with our decision or why you feel the resolution is not fair. A more senior member of our team will then review:

The original complaint and all supporting information.

The investigation steps taken and the conclusions reached.

Any new information or points you have raised.

Following this review, we will write to you with our final position. This will usually conclude our internal complaints process.

Time Limits for Raising a Complaint

We ask that complaints be raised as soon as reasonably possible after the date of your move or planned service. Prompt notification helps us to investigate effectively, particularly where the complaint concerns removals activity, loading, unloading or transportation of goods. While we will consider all complaints in good faith, delays in reporting may limit the action we are able to take.

How We Use Complaints to Improve Our Service

Complaints are an important source of feedback for Man with Van Greenwich. We regularly review the nature and frequency of complaints to identify trends and areas for improvement in our moving and transport services. Where appropriate, we may:

Update staff training on customer care, safe handling and driving standards.

Refine our booking and confirmation processes.

Improve communication before and during moves, including time estimates and access requirements.

Review packing, loading and securing methods to minimise risk of damage.

By following this complaints procedure, our goal is to handle every concern with professionalism and to maintain confidence in our services for households and businesses using our man and van and removals solutions.