Complaints Procedure

Complaints Procedure for Man with Van Botany Bay

Man with Van Botany Bay is committed to providing a reliable, professional and considerate removal service. We recognise that, despite our best efforts, things can occasionally go wrong. This Complaints Procedure explains how you can raise a concern with us, how we will respond, and the standards you can expect throughout the process.

Scope of this complaints procedure

This procedure covers complaints about our man and van and removal services, including but not limited to collection, loading, transport, unloading, handling of goods, punctuality, staff conduct and service quality. It does not cover matters that are being dealt with by insurers, by law enforcement, or by any external dispute resolution body, although we will cooperate with those processes where appropriate.

What we consider a complaint

A complaint is any expression of dissatisfaction about our services where a response is reasonably expected. This can include concerns that our service has not met agreed terms, that our staff have behaved inappropriately, that we have not followed our own policies, or that we have failed to provide a level of service that a reasonable customer might expect from a professional removal business.

How to make a complaint

You can raise a complaint in writing or verbally. We encourage written complaints where possible, as this helps to ensure that we fully understand your concerns and can review them carefully. When submitting a complaint, please provide the following information so that we can investigate thoroughly:

Your full name and any reference or booking details associated with the service. The date and location of the service provided. A clear description of what went wrong, including relevant times, events and people involved. Any supporting information, such as photographs of damage, copies of delivery notes or inventories. An explanation of how you would like us to resolve the matter, where possible.

If you raise a complaint verbally during or immediately after your move, our team will do their best to resolve the issue on the spot. Where this is not possible, the concern will be recorded and passed to a manager for further review.

Our complaints handling process

We aim to deal with all complaints promptly, fairly and consistently. The typical steps in our process are as follows:

1. Acknowledgement: Once we receive your complaint, we will acknowledge it as soon as reasonably practicable. Where your complaint is made in writing, we will send a written acknowledgement. For verbal complaints, our team will confirm that your concerns have been noted and passed on.

2. Initial review: A manager or designated complaints handler will review the details of your complaint, the service records, and any supporting information. They may contact you to clarify points or to request further details so we can better understand the matter.

3. Investigation: We will investigate your complaint by speaking with the staff involved, reviewing logs and documentation, and where relevant, examining any evidence of alleged damage or loss. Our aim is to establish what happened and whether our service or conduct fell short of our standards.

4. Response and outcome: Once the investigation is complete, we will provide you with a clear response. This will explain our findings and any actions we propose to take. Where we agree that we have made a mistake or not met our obligations, we will seek to put things right. This may involve an apology, service rectification, or other appropriate redress, which might include referring you to any applicable insurance claim process.

5. Timeframes: We aim to provide a full response within a reasonable period, taking into account the complexity of the case and the availability of information. If we are unable to issue a final response within our initial timeframe, we will let you know, explain the reason for the delay, and give an indication of when you can expect a full reply.

Escalation of your complaint

If you are not satisfied with the outcome of your initial complaint, you may request an escalation. In this case, where possible, a different manager or senior representative will review both the original complaint and our response. They will consider whether the investigation was thorough and fair, and whether the outcome was reasonable in the circumstances.

The escalated review may involve revisiting evidence, speaking to additional staff, or requesting further information from you. Once the review is complete, we will provide you with a final position on your complaint.

Fairness and confidentiality

We handle all complaints in a fair and impartial manner. Your complaint will be considered on its merits, and we will not treat you unfavourably as a result of raising a concern. Complaints information is treated as confidential and is only shared with those who need to know in order to investigate and resolve the matter.

We expect our staff to be courteous and professional throughout the process, and we ask that customers are respectful when communicating with our team. We reserve the right to end communication where it becomes abusive or threatening, while still taking reasonable steps to address the substance of the complaint.

Complaints relating to loss or damage

Concerns about loss or damage to goods during a move should be reported to us as soon as possible after you become aware of the issue. This helps us to investigate promptly and to determine whether any damage occurred during our care. Please retain any damaged items and provide photographs where available. We will review the circumstances, our service records and any applicable terms and conditions in place at the time of your booking. Where appropriate, we may direct you to any insurance arrangements that apply to your move.

Learning from complaints

We use complaints as an opportunity to improve our service across our removal and man and van operations. We may review staff training, vehicle loading procedures, route planning, customer communication and other aspects of our work in response to issues raised. Significant complaints and trends are monitored so that we can identify any recurring problems and take corrective action.

Updates to this procedure

Man with Van Botany Bay may review and update this Complaints Procedure from time to time to reflect changes in our services, internal processes or legal and regulatory requirements. The version published on this page is the one currently in effect and applies to all complaints raised about our man and van and removal services.