Complaints Procedure

Man with Van Pinner Complaints Procedure

Man with Van Pinner is committed to providing reliable, professional removal and man and van services to all customers within our operating areas. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise concerns, how we will respond, and what you can expect from us throughout the process.

1. Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear, fair and accessible way to complain about any aspect of our services, including but not limited to moves, collections, deliveries, loading and unloading, and customer care. We use complaints as an opportunity to review and, where necessary, improve our removal processes and overall service quality.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about the standard or delivery of our services. This may relate to:

Service quality during your move or transport job, including punctuality, handling of goods and conduct of staff. Accuracy of information provided prior to booking, including quotations or descriptions of services. Communication issues before, during or after your move. Alleged loss, damage or delay relating to your belongings. Invoicing, pricing or payment concerns. Any other matter where you feel our service has not met reasonable expectations.

3. Who Can Make a Complaint

This procedure applies to any individual or business that has booked, used or been directly affected by our man and van or removal services. A complaint can be made by the customer directly or by someone acting on their behalf with their clear permission.

4. How to Make a Complaint

You should raise your complaint as soon as possible after the issue occurs, so that we can investigate while details are still clear. Please provide the following information to help us deal with the matter efficiently:

Your full name and, if applicable, business name. The date of your move or service and any reference details you may have. A clear description of what went wrong, including relevant dates, times and locations. Details of any conversations you have already had with our team about the issue. What outcome you are seeking, for example an explanation, correction or review of charges.

Complaints can be made in writing or verbally. Written complaints allow us to keep an accurate record of your concerns and generally help us respond more thoroughly.

5. Acknowledgement of Your Complaint

Once we receive your complaint, we will record it in our internal system. We aim to acknowledge all complaints within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint, outline the next steps and provide an indicative timescale for our investigation and response.

6. How We Investigate Complaints

All complaints are handled with care and confidentiality. Depending on the nature of your concern, an appropriate member of our team will:

Review all relevant information relating to your move or service, including booking details and job notes. Where necessary, speak to staff members or contractors who were involved. Consider any photographs, inventories or other evidence provided. Assess whether our policies and procedures were followed correctly and whether our service met the standards we set.

We aim to complete our investigation as promptly as possible, while ensuring that it is thorough and fair.

7. Our Response and Possible Outcomes

After investigating, we will provide you with a clear written or verbal response setting out:

What we understand your complaint to be. The steps we have taken to investigate the matter. Our findings based on the evidence available. Any decision we have reached and the reasons for it. Any actions we propose to take as a result.

Depending on the circumstances, possible outcomes may include an explanation or clarification, an apology, corrective action regarding future services, and, where appropriate and subject to our terms and conditions and any applicable law, consideration of compensation.

8. If You Are Not Satisfied with the Outcome

If you are dissatisfied with our initial response, you may ask for your complaint to be reviewed. A review will normally be conducted by a senior member of our team who was not directly involved in the original handling of your complaint. They will reassess the information, consider any additional points you raise and issue a final response where possible.

9. Time Limits for Making a Complaint

To help us investigate effectively, we encourage customers to raise complaints as soon as reasonably possible after the event. In the case of alleged loss or damage to items, our standard terms and conditions may impose specific reporting time limits. You should refer to those terms for full details, as they may affect our ability to consider certain claims.

10. Our Commitment to Fairness and Confidentiality

We handle all complaints in a fair and impartial manner. Raising a complaint will not affect the service you receive from us on any ongoing or future bookings. Information you provide will be kept confidential and only shared with those who need it to help resolve the matter or as required by law. We also use complaint data to monitor performance and improve our moving and transport services across the areas in which we operate.

11. Continuous Improvement

We view feedback, including complaints, as an important part of maintaining and enhancing the quality of our removal and man and van services. Where a complaint reveals a wider issue, we will consider whether changes are needed to our training, procedures or communication so that similar problems are less likely to happen in future.

12. Changes to this Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our business, in relevant regulations or in best practice for the moving and transport industry. The version available on our website or provided to you at the time of your complaint will be the one that applies.

If you have any concerns about our services, we encourage you to raise them with us so that we have the opportunity to address them promptly and professionally.