Complaints Procedure

Man With a Van Belmont Complaints Procedure

Man With a Van Belmont is committed to providing a reliable and professional removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can put matters right and improve our service. This Complaints Procedure explains how to raise a concern, how we will respond, and what you can expect from us at each stage.

Purpose of This Complaints Procedure

The purpose of this procedure is to give all customers a clear and fair process for raising concerns about any aspect of our removal, packing, loading, transport or delivery services. It applies to domestic moves, small office moves and man and van services carried out by Man With a Van Belmont within our service area.

We treat all complaints seriously, whether they relate to the standard of work, our staff, communication, delays, charges, or any other part of your experience with us.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services where you would like a response or resolution. This can include, for example:

- Concerns about how your possessions were handled, packed, loaded or unloaded
- Issues with punctuality, delays or missed time slots
- Disagreements about charges, payments or quoted prices
- Behaviour, attitude or conduct of any member of our team
- Problems with communication before, during or after your move
- Any other matter where you feel we have not met your reasonable expectations

Raising a Complaint Informally

Whenever possible, we encourage customers to raise issues at the time they arise so they can be resolved quickly and informally. You can speak directly to the team member on site or to the person coordinating your move. Many concerns can be resolved immediately through discussion, clarification, or a simple practical solution.

If you are not satisfied with the response you receive informally, or if you prefer not to raise the matter with the team on the day, you can make a formal complaint as outlined below.

Making a Formal Complaint

To help us investigate your concerns thoroughly and fairly, please set out your complaint clearly and include as much detail as possible. When making a formal complaint, please provide:

- Your full name and the address where the move took place
- The date of your move and approximate time
- A clear description of what went wrong and when it happened
- The names or descriptions of any staff involved, if known
- Any steps already taken to try to resolve the issue
- What outcome or resolution you are seeking

We encourage you to raise your complaint as soon as possible after your move so that details remain clear and any evidence can be reviewed promptly.

How We Handle Your Complaint

Once we receive your formal complaint, we will follow a structured process to ensure it is handled fairly and consistently.

1. Acknowledgement: We will acknowledge your complaint and confirm that it is being reviewed. We aim to do this within a reasonable period of time after receiving your complaint.

2. Initial Review: Your complaint will be reviewed by a senior member of our team who was not directly involved in the subject of the complaint wherever possible. They will examine the information you have provided and may request additional details or evidence if needed.

3. Investigation: We may speak to the staff members involved, review job sheets, schedules and any photographs or notes taken on the day. If your complaint relates to potential damage to items or property, we may ask for photographs and a description of the damage, including when it was first noticed.

4. Response: Once the investigation is complete, we will send you a written response setting out our findings, any conclusions we have reached, and any proposed resolution.

Timescales for Responses

We aim to resolve complaints as promptly as possible. In most cases, we will provide a full response within a reasonable period after acknowledging your complaint. If the matter is complex or requires further investigation, this may take longer. Where this happens, we will let you know that more time is required and keep you informed of progress.

Possible Outcomes and Resolutions

Depending on the nature and findings of the investigation, outcomes may include:

- An explanation or further information about what happened
- An apology where we have fallen short of our standards
- Practical steps to put things right where reasonably possible
- A review and adjustment of internal procedures or staff training
- In some cases, consideration of compensation in line with our terms and conditions

Any resolution will be based on the specific circumstances of your complaint, the evidence available, and the applicable terms under which the service was provided.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you may request a further review. In doing so, please explain why you remain dissatisfied and what you believe would be a fair resolution. A more senior representative of Man With a Van Belmont will then review both your original complaint and the initial outcome and provide a final position.

Our Commitment to Fairness and Improvement

We handle all complaints with respect, impartiality and confidentiality. Raising a complaint will not affect any ongoing or future service you receive from us. We also use the information gathered from complaints to review our systems, training and working practices, helping us deliver a more reliable removal service for customers in our area.

Man With a Van Belmont appreciates the time customers take to provide feedback, whether positive or negative. Your comments help us to understand what we are doing well and where we need to improve.

Retention of Complaint Records

We keep a record of complaints received, including how they were investigated and resolved. These records are stored securely and used to monitor patterns or recurring issues so that we can address them proactively.

Updates to This Complaints Procedure

This Complaints Procedure may be updated from time to time to reflect changes in our services, legal requirements or best practice in the removals sector. The version published on our website will always be the most current. We encourage you to review it periodically if you are a returning customer or arranging multiple moves with us.

If you have any concerns about our service, please use this procedure to let us know. Man With a Van Belmont is committed to resolving issues fairly and learning from every complaint.