Complaints Procedure

Man with Van Heston Complaints Procedure

Man with Van Heston is committed to providing a reliable and professional removal service. 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 what you can expect from us at each stage. Our aim is always to resolve issues promptly, fairly, and transparently.

Purpose of This Complaints Procedure

The purpose of this procedure is to give customers a clear and simple route to express dissatisfaction with any part of our service, including bookings, communication, collection, transport, delivery, handling of belongings, or conduct of staff. We use feedback and complaints to improve our services and to prevent similar issues from arising again.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether verbal or written, where you would like us to review what happened and provide a response. Examples include concerns about punctuality, conduct of staff, damage to goods or property, missing items, incorrect charges, or the quality or scope of the removal service delivered compared with what was agreed.

This procedure does not cover general enquiries, requests for quotations, or routine booking changes, unless you specifically tell us you wish to make a complaint.

How to Make a Complaint

You can make a complaint in writing or verbally. We encourage you to provide as much detail as possible so we can investigate thoroughly. When raising a complaint, please include, where possible, your full name, the address where the service was provided, the date of the removal or booking, a clear description of what went wrong, details of any conversations you have already had with our team, and what outcome you are seeking.

If your complaint is made verbally, we may ask you to confirm key details in writing so there is a clear record of your concerns and our agreed next steps.

Time Limits for Raising a Complaint

You should raise your complaint as soon as reasonably possible after the issue occurs. This helps us to access accurate information and resolve matters more effectively. For complaints involving alleged loss or damage to items, we ask that you notify us as soon as you become aware of the issue. Where practical, we recommend that you report damage within a short time of delivery so we can assess and investigate while the circumstances are still clear.

Our Complaint Handling Stages

We follow a structured process to ensure every complaint is handled consistently and fairly.

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as reasonably practicable. In our acknowledgement, we will confirm that we have received your complaint, explain who will be dealing with it, and outline the next steps and anticipated timeframe for a full response.

Stage 2: Investigation

An appropriate member of the team will review your complaint. This may include checking booking details, service notes, photographs, driver or porter reports, and any messages or documents you have provided. Where necessary, we may contact you to clarify information or to request further evidence, such as photographs of any alleged damage or a list of missing items.

We may also speak with staff who were involved in the job and review our internal procedures to identify what happened and whether our service met our usual standards.

Stage 3: Response and Outcome

After we complete our investigation, we will provide a clear written response. This will summarise the issues you raised, outline what we have found, explain any contributing factors that we have identified, and state the decision we have reached and why.

Where your complaint is upheld in full or in part, we will also explain what we propose to do to put matters right. This may include an apology, corrective action on future bookings, practical solutions where possible, or other remedies consistent with our terms and conditions and any applicable laws.

Timescales for Resolution

Our aim is to resolve most complaints within a reasonable period. Some matters can be resolved quickly, while others, particularly those involving complex circumstances or third parties, may take longer. If we are unable to provide a full response within our usual timeframes, we will let you know and keep you informed of progress.

Escalating Your Complaint

If you are not satisfied with the outcome at the initial stage, you may ask for your complaint to be reviewed. When you request an escalation, please explain why you are unhappy with the original decision and what outcome you are seeking. A more senior member of the team, who was not directly involved in the original handling of the complaint where possible, will review the case, the initial investigation, and the response provided. They may contact you for further details and will then issue a final response.

Our Approach to Fairness and Respect

We take all complaints seriously and treat customers with respect at every stage of the process. In return, we ask that our staff are treated politely and without abusive or threatening behaviour. We may end a call or pause written communication if it becomes abusive, but this will not prevent us from continuing to consider the substance of your complaint.

Using Complaints to Improve Our Service

Complaints are an important source of feedback on our removal services. We regularly review complaints data to identify common themes and areas where we can improve training, procedures, vehicle loading practices, protection of goods, communication about timings, and clarity of pricing and terms. Where appropriate, we update our working methods and staff guidance to reduce the likelihood of similar issues occurring in future.

Confidentiality and Data Protection

Information you provide as part of a complaint will be handled sensitively and used only for the purpose of investigating and resolving your concerns, improving our services, and meeting any legal or regulatory requirements. We retain records of complaints in line with our data protection obligations and only share information internally on a need to know basis.

Review of This Complaints Procedure

Man with Van Heston keeps this complaints procedure under regular review to ensure it remains clear, accessible, and effective. We may update it from time to time to reflect changes in our operations, best practice in complaint handling, or legal and regulatory developments.