Complaints Procedure for Man with Van Dartmouth Park

Man with Van Dartmouth Park is committed to providing a reliable and professional removal service. 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 throughout the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to offer a clear and fair route for resolving issues relating to our moving and removal services. It is designed to:

Provide you with a straightforward way to tell us when something has gone wrong.
Ensure we handle every complaint promptly, consistently, and transparently.
Help us identify areas where we can improve our services.

This procedure covers complaints made by private and business customers about our man and van services, including packing, loading, transport, unloading, and any related arrangements.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This can include, for example:

Concerns about punctuality or reliability of a booked move.
Issues with the conduct, care, or attitude of staff or drivers.
Concerns about how your belongings were handled or protected.
Disputes about charges, quotations, or invoicing for removal services.
Concerns about how a previous issue or query was managed.

If you are unsure whether your concern counts as a complaint, you are encouraged to raise it with us so that we can advise you and take appropriate action.

How to Make a Complaint

You can make a complaint in writing or by speaking to us directly. Written complaints are often helpful where there are several issues to describe or where you wish to keep a record of what has been said. When making a complaint, it is useful to include:

Your full name and the address where the service was provided.
The date and time of the move or booking.
A clear description of what went wrong and when it occurred.
Names of any staff members involved, where known.
Any evidence that may help us investigate, such as photographs or item lists.
What you would consider to be a fair outcome or resolution.

We encourage customers to raise complaints as soon as possible after the event, ideally within a reasonable time frame from the date of the service, so that the relevant details remain clear and easy to verify.

Stage One: Initial Informal Resolution

Where possible, we aim to resolve concerns quickly and informally. In many cases, speaking to the person you dealt with at the time of booking or on the day of the move can resolve the matter immediately.

At this stage, we will:

Listen carefully to your concerns and clarify the issues.
Offer an explanation where appropriate.
Take practical steps to correct any immediate problem where possible.
Agree any follow-up actions that may be necessary.

If you are not satisfied with the outcome of this informal step, or if the matter is more serious or complex, you may choose to escalate your complaint to the formal stage.

Stage Two: Formal Written Complaint

For a more detailed investigation, you may submit a formal complaint in writing. Once we receive your formal complaint, we will:

Acknowledge receipt of your complaint within a reasonable time.
Record the details of your complaint in our internal system.
Review the circumstances of the removal service, including any notes, schedules, and staff feedback.
Contact you if we require further information or clarification.

We aim to provide a full written response once our investigation is complete. In that response, we will explain:

What we have understood your complaint to be about.
The steps we have taken to investigate the issues raised.
Our findings and any conclusions we have drawn.
Any remedies or remedial actions we propose, where appropriate.

When the investigation involves complex issues or third-party input, it may take longer to complete. In such cases, we will update you on the progress and provide a revised timeframe for our response.

Possible Outcomes and Remedies

Where your complaint is upheld in full or in part, we will consider an appropriate remedy. Depending on the circumstances, this may include:

A clear apology and explanation of what went wrong.
Practical steps to correct the error where possible.
A review or revision of internal processes to prevent recurrence.
In some cases, a financial or service-based gesture, where our terms and conditions support this.

Any remedy offered will be based on the facts of the case, as established by the investigation, and in line with our contractual obligations and policies.

If You Are Still Unhappy

If, after receiving our formal response, you remain dissatisfied, you may contact us again to explain why you feel the matter has not been resolved. You should set out which aspects of our decision or explanation you disagree with and what outcome you are seeking.

We will then review your concerns, which may involve further consideration of the evidence and, where appropriate, consultation with senior management. We will then provide a final position on your complaint.

Our Commitment to Fairness and Improvement

We treat all complaints seriously and handle them in a professional and respectful manner. We do not tolerate any form of discrimination, and we will ensure that raising a complaint does not negatively affect the service you receive from us now or in the future.

Feedback from complaints helps us monitor the quality of our man and van and removal services and identify where we can improve. We review complaint outcomes regularly to refine our practices, training, and policies.

Confidentiality and Data Protection

All complaints are handled with appropriate confidentiality. Information you provide will be used solely for the purpose of investigating and resolving your complaint and for monitoring and improving our services. Any personal data will be processed in accordance with applicable data protection laws and our privacy practices.

By setting out this Complaints Procedure, Man with Van Dartmouth Park aims to provide clear expectations for our customers and to demonstrate our commitment to effective, fair, and transparent resolution of issues relating to our removal and moving services.