Complaints Procedure
Complaints Procedure for Man with Van Cubitt Town
This complaints procedure explains how customers of Man with Van Cubitt Town can raise concerns about our removal and man and van services, and how we will handle and resolve those concerns. We are committed to providing a reliable, transparent and professional service for moves of all sizes, including local and regional relocations.
Our Commitment to Handling Complaints
We recognise that, despite our best efforts, things can occasionally go wrong. When this happens, we welcome feedback so we can put matters right and improve our service. Every complaint is taken seriously, handled fairly and treated with respect. We aim to resolve issues as quickly as possible and keep you informed at each stage.
What This Procedure Covers
This procedure applies to any complaint about our man and van or removal services, including but not limited to:
Service quality, punctuality or conduct of team members
Handling, loading, unloading or transport of items
Damage to property or belongings during a move
Disputes about quotations, charges or payment terms
Booking, scheduling or communication issues before, during or after a job
Any other concern relating to the provision of our moving services
Raising a Complaint
You should raise a complaint as soon as possible after the issue occurs, so that we can investigate promptly. In the first instance, we encourage you to speak directly with the team on the day of your move, if this is appropriate and safe to do so. Many concerns can be resolved immediately through discussion.
If your concern cannot be resolved on the day, or you prefer not to discuss it in person, you can raise a formal complaint by writing to us. Please include the following information to help us investigate:
Your full name and the address where the service took place
The date and approximate time of the move or service
A clear description of what went wrong and how it has affected you
Details of any conversations you have already had with our team
Any supporting information, such as photographs of damage or copies of invoices
Time Limits for Submitting Complaints
To ensure we can investigate thoroughly, we ask that complaints are submitted within 7 days of the service date for service-related issues, such as timing, behaviour or communication. For damage to goods or property, we ask that you notify us within 48 hours of completing the move, wherever possible. Notifications made after these periods will still be considered, but the delay may limit the steps we can take.
How We Will Handle Your Complaint
Once we receive your complaint, we will follow a clear process to review and respond:
1. Acknowledgement: We will acknowledge your complaint in writing within 5 working days of receiving it. This acknowledgement will confirm that we are looking into the matter.
2. Investigation: A member of our management team will review your complaint, check job records, speak with the staff involved and, where necessary, request additional information from you.
3. Outcome: After completing the investigation, we will provide you with a written response setting out our findings, any conclusions reached, and any actions we propose to take. We aim to provide a full response within 20 working days of acknowledging your complaint. If we need more time, we will let you know and explain why.
Possible Resolutions
Depending on the nature and outcome of the investigation, possible resolutions may include:
A clear explanation or apology
Correction of any errors in documentation or billing
A review of internal procedures or additional staff training
A gesture of goodwill, where appropriate
Consideration of compensation in line with our terms and conditions, where loss or damage is established
Any remedy offered will take into account the specific circumstances, the evidence available and the terms under which the service was provided.
If You Are Not Satisfied with the Outcome
If you are not satisfied with our final response, you may ask us to review the decision. A different member of the management team will re-examine the complaint, the evidence and the previous outcome. We will then provide a further written response, normally within 15 working days.
We always aim to resolve complaints directly and fairly. However, if you still feel that your concerns remain unresolved after our review, you may wish to seek independent advice appropriate to your circumstances.
Fair Treatment and Confidentiality
All complaints are handled confidentially. Information is shared only with those who need it to investigate and resolve the issue. Raising a complaint will not affect your right to use our services in the future, and you will not be treated unfavourably for doing so.
Using Feedback to Improve Our Service
Complaints and feedback are an essential part of how we improve our removal and man and van services. We regularly review complaints data to identify recurring issues and areas for improvement, including staff training, communication practices and handling procedures for customer belongings.
By following this complaints procedure, Man with Van Cubitt Town aims to ensure that every customer has a clear route to raise concerns, receive a timely response and benefit from a fair, transparent resolution process.
