Complaints Procedure

Complaints Procedure for Man With a Van Shacklewell

Man With a Van Shacklewell is committed to providing a reliable and professional removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right and improve our service. This Complaints Procedure explains how to raise a concern, how we will respond, and what you can expect from us at each stage.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for customers who wish to complain about any aspect of our service, including removals, packing, loading, unloading, handling of belongings, punctuality, conduct of staff, and any related matters arising before, during or after a move. Our aim is to resolve issues quickly, transparently and in a way that is fair to all parties.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about the service you have received from Man With a Van Shacklewell. This can include, but is not limited to:

Concerns about the quality of our moving or transport services.

Issues with how your belongings were handled or protected.

Disputes about agreed services, times, or charges.

Concerns about the conduct, attitude or behaviour of our staff or representatives.

Any failure to follow the terms and conditions agreed before your move.

How to Make a Complaint

We encourage customers to raise any concerns as soon as possible so that we can address them promptly. You can make a complaint in writing. In order for us to investigate effectively, please include the following information:

Your full name and the address where the service was provided.

The date of your move or the date of the incident you are complaining about.

A clear description of what went wrong and how it has affected you.

Details of any conversations you have already had with our team about the issue.

Details of any loss or damage, including photographs if available.

What outcome you are seeking, for example an explanation, apology, remedial work or compensation.

Time Limits for Submitting a Complaint

To help us investigate thoroughly and ensure that information is still available, we ask that you raise your complaint as soon as reasonably possible. For issues involving loss or damage to goods, we request that you notify us in writing within a reasonable time of discovering the problem. Complaints raised outside a reasonable timeframe may be more difficult to investigate, but we will still review them and do our best to assist.

Our Complaints Handling Stages

We handle complaints in structured stages so that you always know what will happen next.

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it in writing. We aim to do this within a reasonable number of working days. Our acknowledgement will confirm that we have received your complaint and will explain the next steps in the process.

Stage 2: Investigation

Your complaint will be assigned to a member of our management team who has not been directly involved in the matter you are complaining about, wherever possible. They will:

Review your written complaint and any supporting evidence.

Check relevant booking information, job sheets and internal records relating to your move.

Speak with the staff members involved, where appropriate.

Assess what went wrong and whether our service met our usual standards and contractual obligations.

During the investigation we may contact you to ask for additional information or clarification. This helps us to build a full and fair picture of events.

Stage 3: Response and Outcome

When our investigation is complete, we will provide you with a written response setting out:

Our understanding of your complaint.

The steps we took to investigate.

Our findings and any conclusions reached.

Any proposed resolution or remedial action.

We aim to send this written response within a reasonable timeframe from the date we received your complaint. If, for any reason, the investigation takes longer than anticipated, we will let you know and keep you informed of progress.

Possible Remedies

Where your complaint is upheld in full or in part, the remedies may include one or more of the following, depending on the circumstances:

A clear explanation of what happened and why.

A formal apology where our service has fallen below expectations.

Corrective action to complete or rectify the service where practical.

A goodwill gesture, reduction or refund where appropriate and in line with our terms and conditions.

Improvements to our internal procedures, staff training or operational practices to help prevent similar issues in the future.

If You Remain Dissatisfied

We aim to resolve all complaints directly and fairly. If you remain unhappy with our final response, you may request that your complaint is reviewed again by senior management. You should explain why you do not consider the outcome to be fair or reasonable and provide any additional information that you believe is relevant. After this further review, our decision will be confirmed in writing.

Our Commitment to Fairness and Confidentiality

All complaints are treated seriously and handled with respect. We will not discriminate against anyone who raises a complaint in good faith. Information provided as part of a complaint will be handled sensitively and kept confidential within our business, subject to any legal or regulatory obligations. We will use what we learn from complaints to monitor performance and to improve our removals and man and van services.

Review of This Complaints Procedure

This Complaints Procedure is reviewed regularly to ensure that it remains fair, clear and effective for customers using our moving and transport services. We may update it from time to time to reflect changes in our operations or legal requirements. The version published here will always be the most current procedure that applies when you raise a complaint.