Complaints Procedure

Man with Van Parsons Green Complaints Procedure

Man with Van Parsons Green is committed to providing a reliable, professional and fair removal and man and van service. We aim to resolve any concerns quickly and transparently. This Complaints Procedure explains how you can raise a complaint, how we will respond, and what you can expect from us at each stage.

1. Purpose and Scope of This Procedure

This procedure applies to all customers using our removal and man and van services, including home moves, flat moves, small office relocations and transport of individual items. It covers complaints about our service quality, staff conduct, communication, timing, handling of goods, and how we have applied our terms and conditions.

This procedure does not replace your legal rights. You may still pursue other remedies available to you in law. However, we encourage you to follow this procedure first so we have the opportunity to investigate and resolve the matter.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, where you believe that:

You have not received the level of service you reasonably expected from Man with Van Parsons Green. Our team has not behaved in a professional, polite or respectful manner. There has been a problem with timing, arrival, completion of the move or adherence to the agreed schedule. Your belongings have been damaged or lost during the move. You disagree with a charge, invoice, additional fee or decision related to our services.

We treat all complaints seriously, regardless of their nature or value.

3. How to Raise a Complaint

You can raise a complaint verbally or in writing. Written complaints are preferred where possible as they help us keep a clear record of the issue and any evidence you wish to provide.

When making a complaint, please provide the following information to help us investigate effectively:

Your full name and the address where the service took place. The date of your booking and the date the removal or man and van service was carried out. A clear description of what happened, including times and any conversations you consider relevant. Details of any staff you dealt with, if known. Any supporting information, such as photographs of damage, inventory lists or copies of quotes and invoices. What outcome you are seeking, for example an explanation, apology, correction, or financial remedy.

If your complaint is made by someone acting on your behalf, we may ask for confirmation that they have your permission to discuss the matter with us.

4. Our Complaints Handling Stages

We aim to resolve issues as quickly and informally as possible. Our complaints process has two main stages.

Stage One: Initial Review and Response

Once we receive your complaint, we will record it in our internal log and assign it to a member of our management team. We will normally acknowledge your complaint within five working days. This acknowledgement may be verbal or in writing, depending on how you contacted us.

During the initial review we may:

Clarify details with you if anything is unclear. Speak to the driver or removal team involved. Review job notes, booking details and any photographs or other records we hold.

We aim to provide a full response at this stage within ten working days of acknowledging your complaint. Where the matter is more complex and we require additional time, we will inform you of this and provide an estimated timeframe for response.

Stage Two: Escalation and Further Review

If you are not satisfied with the outcome at Stage One, you may request that your complaint is escalated for further review. This will normally be carried out by a more senior member of management who was not directly involved in the initial handling of your case.

For an escalation, please clearly state why you remain dissatisfied and what you believe has not been addressed. We may request any further information you wish us to consider.

We will acknowledge your escalation within five working days and aim to provide a final written response within fifteen working days. If further time is needed due to the complexity of the issue, we will let you know and keep you updated.

5. Investigating Claims of Damage or Loss

Where your complaint relates to damage or loss of items during a move, the following points will apply:

We may ask for photographs of the damage and details of the items affected, including approximate age, condition and value. We may review any inventory or condition notes taken before or during the move. We may ask for copies of relevant receipts or proof of purchase where appropriate.

Once we have investigated the circumstances, we will explain our findings and confirm whether we can accept responsibility under our terms and conditions. If we accept responsibility, we will set out any proposed remedy. This may include repair, contribution towards repair, replacement, or financial compensation, depending on the circumstances and any applicable limits in our terms.

6. Our Commitments During the Process

Throughout the complaints process Man with Van Parsons Green will:

Treat you with respect, courtesy and professionalism. Handle your information confidentially and only share details internally as needed to investigate the complaint. Aim to be fair, objective and consistent in how we assess complaints. Keep clear records of the complaint, investigation and outcome.

We may use anonymised information from complaints to improve our services, staff training and procedures across future removal and man and van work.

7. Time Limits for Making a Complaint

We recommend that you raise any complaint as soon as possible after the service has taken place. For issues involving alleged damage or loss, we ask that you notify us without undue delay so we can investigate while information is still fresh and relevant evidence is available.

While we will always consider complaints raised in good faith, delays in reporting may limit the steps we can reasonably take or the remedies available.

8. Alternative Options

If, after our final written response, you remain dissatisfied with the way your complaint has been handled, you may wish to seek independent advice about your options. This may include consumer advice bodies or, where appropriate, legal guidance. Using our internal complaints procedure does not affect your right to pursue other remedies.

9. Updates to This Complaints Procedure

Man with Van Parsons Green may review and update this Complaints Procedure from time to time to reflect changes in our services, legal requirements or industry standards. The version in force at the time you raise your complaint will be the procedure that applies to your case.

We are committed to fair treatment, clear communication and continuous improvement in all aspects of our man and van and removal services, including how we handle complaints.