Complaints Procedure for Man with Van Belvedere

Man with Van Belvedere aims to provide a reliable, efficient and respectful removal service for every customer. 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 the steps we take to put matters right where we are at fault.

Scope of this Complaints Procedure

This procedure applies to complaints about our man and van and removal services, including but not limited to loading and unloading, transport of goods, punctuality, conduct of staff, damage or loss of items, and communication before, during or after your move. It covers both one-off and repeat customers using our services for home or business moves.

Our Commitment to You

When you raise a complaint, we are committed to treating you fairly, listening carefully, and responding promptly. We will investigate the facts, keep you informed of progress, and explain our decision clearly. Where we are at fault, we will look at appropriate remedies which may include an apology, corrective action, service improvements, or compensation where applicable and supported by evidence.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints are preferred where possible as they help ensure that we fully understand the issue and can refer back to your account of events.

When submitting a complaint, please provide the following information so we can investigate efficiently:

1. Your full name and the address where the service was provided
2. The date and approximate time of the removal service
3. A clear description of what went wrong and how it has affected you
4. Details of any conversations already held with our staff about the issue
5. Photographs or other supporting evidence, especially for damage or loss claims
6. Your preferred outcome or what you would consider a fair resolution

If you initially raise a concern verbally with a member of our team, we may ask you to confirm the details in writing so that we have a clear record.

Time Limits for Making a Complaint

To help us investigate fairly, we ask that complaints are made as soon as reasonably possible after the issue occurs.

For damage or loss of items, we ask you to inform us as soon as you notice the issue, ideally on the day of the move or within 48 hours. For issues relating to service quality, punctuality, behaviour or communication, we ask that you raise your complaint within 14 days of the service date.

We may still consider complaints made after these timeframes, but our ability to investigate and verify details may be reduced.

Stages of the Complaints Process

We handle complaints in a clear, staged process.

Stage 1: Initial review
Once we receive your complaint, we will acknowledge it within a reasonable timeframe. At this stage, we may contact you to clarify details or request further information. We aim to provide an initial response after reviewing the information and speaking to any staff involved.

Stage 2: Investigation
If your complaint cannot be resolved immediately, it will be escalated for a more detailed investigation. This may involve reviewing job notes, schedules, photographs, and any relevant communications. We may also ask for additional evidence from you if needed to understand the full circumstances.

Stage 3: Outcome and response
Once our investigation is complete, we will write to you explaining our findings. We will state whether your complaint has been upheld in full, upheld in part, or not upheld, and provide reasons for our decision. Where appropriate, we will outline any remedy or action we will take, and any changes we will make to our practices to reduce the likelihood of similar issues in future.

Timescales for Responses

We aim to acknowledge all complaints promptly. Our goal is to provide a full written response once our investigation is completed. If, for any reason, we need more time to investigate, we will let you know and explain why and when you can expect a final response.

Evidence and Assessment

We rely on factual evidence to reach a fair outcome. This may include photographs of items before and after the move, condition reports where available, job records, and statements from team members. For claims involving alleged damage or loss, we may request proof of purchase, receipts, or other documentation to verify the nature and value of the items concerned.

Where there is conflicting evidence, we will assess all available information and explain how we reached our conclusion. Our decision will take into account the terms and conditions that apply to your booking, including any limitations or exclusions relating to fragile items, pre-existing damage, or items packed by the customer.

Possible Outcomes and Remedies

Depending on the circumstances, possible outcomes may include:

1. An explanation and, where appropriate, an apology
2. A practical remedy, such as returning to complete an element of the service
3. A goodwill gesture where we consider it appropriate
4. Compensation, which may be subject to our terms, conditions, and any applicable limits
5. No further action where we determine that the complaint is not upheld

Any remedy offered is made on the basis of the specific facts of your case and the applicable contractual terms.

Appealing a Decision

If you are dissatisfied with the outcome of your complaint, you may request a further review. In doing so, please state clearly why you disagree with our decision and provide any additional information or evidence you would like us to consider. A different person will review the complaint where possible, and we will provide a final response once this review is complete.

Continuous Improvement

Man with Van Belvedere uses feedback and complaints to improve the quality of our removal services. We review trends and recurring issues to identify training needs, refine our procedures, and enhance customer care at every stage of the moving process. By raising concerns with us, you help us maintain and improve standards for all customers.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will only be shared with those who need it in order to investigate and respond to your complaint. We handle personal information in line with our data protection responsibilities and retain complaint records only for as long as necessary for our legitimate business and legal purposes.