Complaints Procedure

Man With a Van Dartford Complaints Procedure

Man With a Van Dartford aims to deliver a reliable, professional, and considerate removal service for every customer. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can resolve the issue promptly and prevent it from happening again.

This complaints procedure explains how you can raise a concern about our services, what information we need from you, and how we will respond. It applies to all customers who have used our moving and transport services, including home removals, small moves, and man and van bookings.

1. Our Complaints Principles

We handle all complaints in line with the following principles:

We will treat you with respect and courtesy at all times. We will listen carefully to understand what went wrong from your point of view. We will investigate your complaint in a fair, thorough, and timely manner. We will keep you informed of the progress of your complaint. Where we are at fault, we will take practical steps to put things right where reasonably possible. We will use feedback from complaints to improve our services and customer experience.

2. What Counts As A Complaint

A complaint is any expression of dissatisfaction about the service you have received from Man With a Van Dartford, whether during booking, on the day of your move, or after the service has been completed.

Examples include:

Concerns about the standard or quality of the removal service. Issues with how your belongings were handled, loaded, or unloaded. Disagreement about charges, timings, or what was included in the service. Behaviour or conduct of our drivers or removal operatives. Communication problems before, during, or after your booking.

If you are unsure whether your issue counts as a complaint, please raise it with us anyway. We will advise you on the most appropriate way forward.

3. How To Make A Complaint

You can raise a complaint in the way that is most convenient for you. You may contact us in writing or verbally. Written complaints are preferred where possible, as they help us keep a clear record of what happened and what you would like us to do.

When you submit a complaint, please include the following information to help us investigate efficiently:

Your full name and the address where the service was carried out. The date of your move or the date of the booking. A clear description of what has gone wrong and when it happened. Any relevant photographs, documents, or supporting information. Details of any conversations you have already had with our team regarding the issue. What outcome or resolution you are seeking, if you have something specific in mind.

If you need help explaining your complaint or would like us to record it on your behalf, let us know and we will assist you.

4. Stages Of Our Complaints Process

Stage One: Initial Review and Response

Once we receive your complaint, we will acknowledge it within a reasonable time. We will review the details, check our records, and where appropriate speak to the staff members involved. We may contact you to clarify aspects of your complaint or request additional information.

Our aim is to provide you with a clear response as soon as possible. In most cases, this will include:

A summary of the issue as we understand it. The outcome of our initial investigation. Any immediate steps we are taking to address the problem. Where appropriate, an apology and explanation.

Stage Two: Further Investigation

If you are not satisfied with the initial response, you can ask for your complaint to be reviewed at a higher level. Your complaint will then be examined by a senior member of our team who was not directly involved in the original matter.

During this stage, we will:

Reassess the facts and evidence available. Review how your complaint was handled at Stage One. Consider whether any additional action or remedy is appropriate. Provide you with a written outcome explaining our final position on the matter.

5. Possible Outcomes and Remedies

Depending on the nature of your complaint and the findings of our investigation, possible outcomes may include:

A full or partial explanation of what went wrong and why. An apology for any inconvenience or distress caused. Practical steps to correct errors where reasonably possible. A gesture of goodwill where appropriate. Changes to our internal procedures, training, or service delivery to reduce the risk of similar issues in future.

Any remedy offered will be based on the specific circumstances of your case and our terms and conditions of service.

6. Time Limits For Making A Complaint

To enable us to investigate effectively, we ask that you raise any concerns as soon as reasonably possible after the issue occurs. This is particularly important for complaints about damage to property or belongings, as timely evidence helps us understand what has happened.

We may still consider complaints raised at a later date, but our ability to investigate thoroughly can be affected by delays, especially where staff or circumstances have changed, or where records or evidence are no longer available.

7. Our Commitment To Improvement

We treat every complaint as an opportunity to review how we work and to improve the quality of our removal and man and van services. Feedback from customers helps us identify patterns, reduce the chance of repeat issues, and raise standards for everyone who uses our service.

As part of our ongoing improvement process, we may review our booking procedures, staff training, equipment, and communication methods in light of the complaints and feedback we receive.

8. Confidentiality and Data Protection

Your complaint will be handled in confidence and only shared with team members who need to be involved in resolving the issue. We will store and process information relating to your complaint in line with relevant data protection requirements and our privacy practices.

We will not share details of your complaint with third parties unless we are required to do so by law or you explicitly ask us to share information with another party on your behalf.

9. Using This Procedure

By using our removal and man and van services, you agree that this complaints procedure is the primary way to raise and resolve concerns with us. We are committed to dealing with every complaint fairly and constructively and to maintaining a professional, respectful dialogue throughout the process.

If you have any concerns about a recent or upcoming booking, we encourage you to contact us as soon as possible so that we can work with you to find a suitable resolution.