Complaints Procedure for Man with Van St Helier

Man with Van St Helier is committed to providing reliable and professional removal and transport services. We aim to resolve any issues quickly, fairly, and transparently. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear and straightforward way to tell us when something has gone wrong, so that we can put it right where possible and improve our removal services. This procedure applies to all services provided by Man with Van St Helier, including local and regional moves, item collection and delivery, and related transport services.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you are seeking a response or resolution. Examples include:

Issues with timekeeping, arrival or delivery times
Concerns about the handling, loading or unloading of items
Damage to property or belongings during a move
Disagreements about fees, charges or quotes
Concerns about behaviour, attitude or communication from our staff
Any other aspect of our service that you believe did not meet the agreed or expected standard

We encourage you to raise any concerns as early as possible so we have the best opportunity to address them promptly.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints are preferred where possible, as this helps us keep an accurate record of the details and respond more effectively. When submitting a complaint, please include the following information:

Your full name
The date of your move or service
The collection and delivery addresses used for the service
A clear description of what went wrong
Any relevant times, reference numbers or names of staff involved
Details of any damage, including item descriptions and, where possible, photographs
What outcome or resolution you are seeking

If you raise a concern verbally during or immediately after your move, the team on site will do their best to resolve it. If it cannot be resolved at the time, they will pass the details on to our office for further review in line with this procedure.

Acknowledgement of Your Complaint

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
Provide the name or role of the person responsible for handling it
Outline the next steps and an estimated timescale for our response

Our aim is to ensure you know that your concern is being taken seriously and is under active review.

Investigation Process

We will investigate your complaint thoroughly and fairly. This may include:

Reviewing our booking details, notes and job records
Speaking with the driver or removal team involved
Reviewing any photographs or evidence provided
Checking route information, timings and service instructions
Comparing what happened against our usual procedures and service standards

During the investigation we may contact you if we need further information or clarification. Providing clear details and any supporting evidence at the outset helps us reach a conclusion more quickly.

Our Response and Possible Outcomes

After we have completed our investigation, we will provide you with a clear response. This will normally include:

A summary of the complaint as we understand it
Details of the steps we took to investigate
Our findings based on the information available
Any offer of remedy or action we propose

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

An explanation or clarification where there has been a misunderstanding
An apology where our service has fallen below the expected standard
Corrective action, such as updating our processes or staff training
A goodwill gesture where appropriate
Consideration of compensation, for example in the case of substantiated damage, in line with our terms and conditions

We aim to respond fully within a reasonable timeframe. If the matter is complex and requires more time, we will keep you informed of progress.

If You Are Not Satisfied with the Outcome

If you are unhappy with the response you receive, you may ask for your complaint to be reviewed again. When requesting a review, please explain why you remain dissatisfied and what outcome you are seeking. We will then:

Arrange for a further review of the complaint, which may be undertaken by a different person or senior member of our team
Re-examine the information already provided and any new evidence you submit
Provide you with a final written response explaining our position

This final review represents the conclusion of our internal complaints procedure.

Complaints Involving Property Damage

Where your complaint involves alleged damage to property or belongings during a removal or delivery, we may ask for additional details to assess the claim properly. This can include:

Photographs of the damage
Proof of purchase or approximate item value
Confirmation of the condition of the item before the move
Information on any existing defects or damage

We will consider these details in line with our terms and conditions, any agreed coverage or limits, and the circumstances of the move.

Our Commitment to Improvement

We view complaints as an important way to learn and improve the quality of our services across our service area. All substantiated complaints are reviewed to identify patterns, training needs, or changes that may be required to our procedures, vehicles, equipment or customer communication.

By following this Complaints Procedure, Man with Van St Helier aims to handle all concerns fairly, consistently and with respect, while keeping you informed at every stage of the process.