Complaints Procedure

Man and Van Colliers Wood Complaints Procedure

This complaints procedure explains how Man and Van Colliers Wood will handle any concerns or complaints about our removal and man and van services. We are committed to providing a reliable and professional service for all domestic and commercial moves, and we take all feedback seriously. Our aim is to resolve complaints quickly, fairly and consistently, and to use the outcome to improve our services.

Our Commitment to Customers

We understand that moving home or premises can be stressful and time-sensitive. If something goes wrong with any part of our removal service, we want to know. We will always treat your complaint with respect and aim to:

Listen carefully to your concerns and understand what has happened from your point of view.

Acknowledge your complaint and explain what will happen next.

Investigate the matter thoroughly and objectively.

Provide a clear response, outlining our findings and any actions we will take.

Learn from complaints to help prevent similar issues in future.

When to Use This Complaints Procedure

You can use this complaints procedure if you are unhappy with any aspect of our removals or man and van services, including but not limited to:

The conduct, attitude or behaviour of our team during your move.

Delays, missed time slots or scheduling issues.

Damage to property or belongings during loading, transport or unloading.

Disputes over quotations, charges or payment arrangements.

Any other matter where you believe we have not met the service standards we described.

Raising an Informal Concern

Where possible, we encourage you to raise any concerns informally and as soon as possible. In many cases, issues can be dealt with quickly if they are raised on the day of the move or shortly afterwards. You can speak directly to the team on site or to the person who organised your booking. We will try to resolve the situation immediately or within a short timescale that we will agree with you.

How to Make a Formal Complaint

If your concern is not resolved informally, or you prefer to raise the matter formally from the outset, you can make a written complaint. Please include the following information so that we can investigate properly:

Your full name and the address where the removal service took place.

The date of your move and any reference or booking number you have.

A clear description of what went wrong and when it happened.

Details of any conversations or attempts already made to resolve the issue.

What outcome you are seeking, for example an explanation, apology, correction, or compensation.

We recommend that you submit your complaint in writing so there is a clear record of the issue. This helps us to review the details carefully and respond more accurately.

Complaint Acknowledgement

Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have your complaint, outline the next steps in the process and provide an estimated timescale for a full response. If we need any further information or clarification from you at this stage, we will let you know.

Investigating Your Complaint

We will assign a person who was not directly involved in the original service delivery to investigate your complaint wherever possible. This helps to ensure fairness and objectivity. The investigation may include:

Reviewing your booking details, quote and any written communications.

Speaking to the team members who worked on your move.

Examining any notes, photographs or records taken on the day.

Assessing any evidence you provide, such as photographs of damage or copies of messages.

During the investigation we may contact you if we need more information or if we need to clarify any points.

Our Response and Possible Outcomes

After completing our investigation, we will send you a clear written response. This response will usually include:

A summary of your complaint and the issues you raised.

Details of the steps we took to investigate the matter.

Our findings, including whether we uphold your complaint in full, in part or not at all.

Any actions we will take, which may include an apology, service improvement measures, corrective actions or a goodwill gesture where appropriate.

We will always explain the reasons for our decision and how we reached our conclusions.

Timeframes

We aim to resolve complaints as quickly as reasonably possible. Simple issues may be resolved within a few days, while more complex matters may take longer. If we are unable to provide a final response within the timescale originally indicated, we will update you, explain the reason for the delay and give you a revised timeframe.

Escalating Your Complaint

If you are not satisfied with our final response, you can ask for your complaint to be reviewed. When requesting an escalation, please explain why you are unhappy with the outcome and what you would like us to reconsider. A more senior person who has not previously been involved will normally review the case. We will then provide you with a further written response confirming the result of this review.

Claims for Loss or Damage

If your complaint relates to damage or loss of items during a move, we may require additional information, such as proof of value or photographs. Any potential claim will be considered under the terms and conditions agreed at the time of booking. We will explain what information we need from you and how this will be assessed.

Using Feedback to Improve Our Service

Every complaint, whether upheld or not, is an opportunity for us to improve. We regularly review the issues raised through this procedure to identify patterns and areas where our removals service can be strengthened. This may lead to additional staff training, changes to our booking processes or updates to our operating practices to ensure we continue to offer a dependable man and van service.

Confidentiality and Data Protection

All complaints are handled sensitively and in accordance with our obligations under data protection law. Information will only be shared with those who need it to investigate and resolve your complaint. We will retain records of complaints in line with our data retention policies so that we can monitor performance and demonstrate how we have addressed any issues raised.

Review of This Complaints Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective for customers using our removals and man and van services. We may update this procedure from time to time to reflect changes in our operations, legal requirements or best practice.