Man with Van Grove Park Complaints Procedure

Man with Van Grove Park aims to provide a reliable, professional and friendly removal service for households and businesses. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise any concerns with us, how we will respond, and what you can expect at every stage of the process.

1. Purpose of this Complaints Procedure

The purpose of this procedure is to give all customers a clear and fair method for raising complaints about our man and van and removal services. It also helps us learn from any issues and continuously improve our work, from local moves to longer distance transport.

A complaint is any expression of dissatisfaction with our services, whether justified or not, that requires a response. This can include concerns about removal work, customer service, timekeeping, handling of goods, pricing clarity or any other aspect of our operations.

2. Who Can Use This Procedure

This procedure is available to all customers who use or have used Man with Van Grove Park for moving, delivery or related services, including domestic and commercial clients. It can also be used by someone acting on a customer’s behalf, provided they have the customer’s permission.

3. How to Make a Complaint

You can make a complaint in writing or verbally. We encourage written complaints wherever possible, as this helps us understand the issue clearly and respond more effectively.

When submitting a complaint, please provide the following information:

• Your full name and, if relevant, the name of the business
• The date and location of the service carried out by Man with Van Grove Park
• A description of what happened and why you are dissatisfied
• Any relevant job or booking reference details you have
• Details of any loss or damage, if applicable
• What outcome or resolution you are seeking

If you raise a complaint verbally, we may ask you to confirm key details in writing so that we have an accurate record.

4. Time Limits for Making a Complaint

We ask that complaints relating to our man and van removal services are raised as soon as possible, so we can investigate while details are still clear. As a guide:

• Service quality or behaviour complaints should normally be raised within 14 days of the service date.
• Complaints relating to loss or damage to goods should be raised as soon as reasonably practicable, usually within 7 days of the move or delivery.

We may still consider complaints outside these timeframes where there is a good reason for the delay, but our ability to investigate fully may be reduced.

5. How We Will Handle Your Complaint

We treat all complaints seriously and aim to resolve them promptly and fairly. Our process typically follows these steps:

1. Acknowledgement
We will acknowledge your complaint as soon as reasonably possible after receiving it. Where you provide written contact details, we will confirm that we are reviewing your concerns and outline the next steps.

2. Investigation
A senior member of the Man with Van Grove Park team will review your complaint. This may include checking booking details, speaking to the removal staff involved, reviewing any photographs or evidence of damage and looking at our service records for the day.

3. Response
Once the investigation is complete, we will provide you with a clear response. This will set out our findings, any decision we have reached and, where appropriate, any offer of remedy or corrective action.

We aim to complete this process within 14 working days, although more complex cases may take longer. If more time is needed, we will inform you and keep you updated.

6. Possible Outcomes and Remedies

Where we identify that something has gone wrong with your removal or man and van service, we will consider appropriate remedies. These may include:

• An explanation of what happened and, where applicable, an apology
• Corrective action to complete or improve the service where practical
• A goodwill gesture where appropriate
• Consideration of compensation for proven loss or damage in line with our terms and conditions

Where we do not uphold your complaint, we will explain why, based on the evidence available.

7. Escalating Your Complaint

If you are not satisfied with the outcome of your initial complaint, you can request that it be reviewed by a more senior member of our team. When doing so, please explain:

• Why you are unhappy with the original response
• Any points you feel have not been properly considered
• Any new information or evidence you wish to provide

We will reassess your complaint, review our previous decision and provide a final response. This will normally be issued within 14 working days of your escalation request, unless there are exceptional circumstances.

8. Our Commitment to Fairness

We are committed to handling all complaints fairly, consistently and with respect. Using this procedure will not affect any ongoing or future service you receive from Man with Van Grove Park, provided interactions remain courteous and reasonable. We will not tolerate abusive or discriminatory behaviour towards our staff and may end communication where such behaviour occurs.

9. Learning from Complaints

Every complaint helps us improve our man and van and removal services. We regularly review feedback and complaints to identify patterns, improve staff training, refine our procedures and enhance the customer experience across the areas we serve.

By following this Complaints Procedure, we aim to resolve issues promptly and fairly, maintain high standards of service and ensure that customers of Man with Van Grove Park feel heard and respected.