Complaints Procedure
Complaints Procedure for Man and Van Selsdon
Man and Van Selsdon 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. When this happens, we want to know about it so that we can put things right and improve the way we work. This complaints procedure explains how you can raise a concern and how we will respond.
Purpose of This Complaints Procedure
The aim of this procedure is to give customers a clear and fair process for expressing dissatisfaction with any aspect of our services. This includes local moves, long-distance moves, packing, loading and unloading, storage-related handling, or any other activity carried out by Man and Van Selsdon.
We use feedback, including complaints, to review our standards, update staff training and improve our service across all areas where we operate.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about the service you have received from Man and Van Selsdon, whether it relates to:
- The conduct, attitude or punctuality of our drivers or porters.
- Damage to property or belongings during loading, transport or unloading.
- Missing items or concerns about how goods were handled.
- Delays, cancellations or changes to agreed dates or times.
- The accuracy or clarity of quotes and charges for our removal services.
- Any other issue where you feel we have not met the standard you reasonably expected.
You do not need to know whether your issue is formally a complaint before contacting us. If you are unhappy, we encourage you to tell us so we can help.
How to Raise a Complaint
You can raise a complaint in writing. Please include as much detail as possible so that we can investigate thoroughly. Helpful information includes:
- Your full name.
- The date of your move or booking.
- The collection and delivery addresses.
- A clear description of what went wrong and when it occurred.
- Details of any conversations you have already had with our team about the issue.
- Photographs of any damage or other supporting evidence, if available.
Written complaints help us keep a clear record of the issue and ensure we understand your concerns accurately.
Timescales for Raising a Complaint
We recommend that you raise any complaint as soon as possible, ideally within 7 days of the service being carried out. For damage or loss of items, the sooner you notify us, the easier it is for us to investigate and work towards a fair outcome.
While we will always consider complaints raised later than this, delays may make it more difficult to gather evidence or identify the cause of a problem.
How We Will Handle Your Complaint
When we receive your complaint, we will follow these stages:
1. Acknowledgement
We will acknowledge your complaint and confirm that we are looking into the matter. At this stage, we may request additional information or evidence if needed.
2. Investigation
A member of the management team will review your complaint. This may include speaking to the crew involved, checking booking details, reviewing any photos or other documents, and considering our terms of service.
3. Response
Once our investigation is complete, we will provide a written response explaining our findings and, where appropriate, what we can offer to resolve the issue. We aim to respond fully within 14 days of receiving all relevant information.
4. Resolution
Where we identify that we are at fault, we will seek a fair and proportionate resolution. This may include an apology, corrective action or, where appropriate, financial redress in line with our terms and any applicable insurance or liability limits.
Escalating Your Complaint
If you are not satisfied with our initial response, you may ask for your complaint to be reviewed again. This escalation will be handled by a more senior member of our team, who will reassess the information and any new points you wish to raise.
Following this review, we will send you a final response explaining our position and any further steps we can reasonably offer.
Damage, Loss and Insurance
In cases involving damage to property or loss of items, we will carefully consider the circumstances and any relevant insurance cover as set out in our terms. It is important that you keep any damaged items and packaging until the matter is resolved, and provide clear photographs and descriptions of the damage.
We may ask for original purchase information or other supporting documents to help assess the value of any affected items.
Our Commitment to Fairness
Man and Van Selsdon aims to treat every complaint fairly, consistently and with respect. We do not discriminate against anyone who raises a complaint, and we will not reduce the quality of any ongoing or future service because you have raised concerns.
We expect our staff to handle complaints politely and professionally, and we ask customers to treat our team members with the same courtesy while we work to resolve the matter.
Using Feedback to Improve Our Service
All complaints are logged and reviewed so that we can identify patterns and take action to improve our removals and man and van services. This may include additional staff training, changes to procedures, improvements to our vehicles or equipment, or updates to our customer communications.
By sharing your concerns with us, you help us maintain and improve the standards of service we offer to all customers in our service areas.
Review of This Complaints Procedure
This complaints procedure is reviewed regularly to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our services, customer expectations or legal and regulatory guidance.
If you have any questions about this procedure or how it applies to your situation, you can contact us in writing for clarification.
