Man with Van Cann Hall Complaints Procedure
Man with Van Cann Hall aims to provide a professional, reliable and considerate removal service for every customer. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our services and how we will respond, investigate and resolve issues in a fair and timely manner.
Scope of this Complaints Procedure
This procedure applies to all domestic and light commercial removal services provided by Man with Van Cann Hall, including man and van moves, house and flat removals, office and small business moves, student moves and collection or delivery of items. It covers issues relating to the quality of service, staff conduct, communication, delays, damage to property or possessions, and any other aspect of our work that you are dissatisfied with.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, where you request a response or resolution. Examples include:
Concerns about the handling, loading or unloading of your belongings.
Disagreement with how our team carried out the removal or man and van service.
Issues with punctuality, missed appointments or significant delays.
Alleged damage to property, items, fixtures or fittings during a move.
Concerns about the attitude, behaviour or professionalism of staff.
Disputes about charges, quotations or agreed services.
How to Raise a Complaint
We encourage you to raise any concerns as soon as possible so we can resolve them promptly. You can make a complaint verbally or in writing. When raising a complaint, please provide the following information where possible:
Your full name and how you would prefer to be contacted.
The date of your move or service and the address where the service took place.
A clear description of what went wrong and when it happened.
Details of any damage or losses, including photographs if available.
Any steps already taken to discuss the issue with our team on the day.
Time Limits for Complaints
To help us carry out a thorough investigation, we ask that you notify us of any complaint as soon as reasonably possible. Where your complaint concerns damage to items or property, you should report this as soon as it is discovered and no later than a reasonable time frame after the move or service was completed. Prompt notification improves the chances of identifying the cause and finding a fair solution.
Our Complaints Handling Process
Once we receive your complaint, we will follow these steps:
1. Acknowledge your complaint: We aim to acknowledge your complaint within a reasonable time, confirming that it has been received and that it will be investigated. We will also confirm how we will keep you updated.
2. Assign responsibility: A member of the management team will take responsibility for reviewing and investigating your complaint. They may contact you for additional information or clarification.
3. Investigate the complaint: We will review any booking details, job notes and communications, and where appropriate, speak with the staff involved. We may also ask you for further evidence, such as photographs of any damage or copies of relevant documents.
4. Reach a decision: After reviewing all available information, we will decide whether your complaint is upheld in full, upheld in part or not upheld. We will consider the circumstances of the move, our terms and conditions and any relevant standards of good practice in the removals industry.
5. Provide a response: We will send you a clear, written outcome setting out our findings, our decision and any actions or remedies we propose. Where we are unable to fully uphold your complaint, we will explain the reasons.
Timeframes for Resolution
We aim to resolve most complaints within a reasonable period from the date we receive all the necessary information. More complex complaints, such as those involving extensive damage assessments or multiple parties, may take longer. If there is a delay, we will keep you informed of progress and let you know when you can expect a final response.
Possible Outcomes and Remedies
Where we find that we are responsible for a service failing or an error, we will consider appropriate remedies. These may include:
An explanation and, where appropriate, an apology.
Corrective action to put things right, where realistically possible.
A gesture of goodwill, where suitable in the circumstances.
Consideration of compensation in line with our terms and conditions and any agreed insurance arrangements.
Any remedy will be assessed on a case by case basis, taking into account the nature of the service, the extent of any loss or damage and the responsibilities of each party.
Situations Where We May Not Uphold a Complaint
There may be situations where, after full investigation, we do not uphold a complaint. Examples include:
Damage or loss not reported within a reasonable time frame and without supporting evidence.
Issues caused by circumstances outside our control, such as severe traffic disruption or unsafe access.
Pre-existing damage or wear and tear to items or property.
Situations where our team followed reasonable instructions or industry practice but the outcome was affected by factors beyond our control.
In these cases, we will explain how we reached our decision.
Appealing Our Decision
If you are unhappy with the outcome of your complaint, you may ask for a review of the decision. Your request should set out why you believe the outcome was incorrect or incomplete, and include any additional information you wish us to consider. A different member of the management team will review the complaint, the investigation and the decision. Following the review, we will provide a final response explaining whether the original decision is upheld or varied.
Our Commitment to Continuous Improvement
Man with Van Cann Hall takes all complaints seriously and views them as an opportunity to improve our removal services. We periodically review complaints to identify patterns, training needs and potential changes to our processes. By doing so, we aim to reduce the likelihood of similar issues arising in the future and to enhance the experience for all customers using our man and van and removal services.
Your Responsibilities as a Customer
We ask that customers provide accurate information when booking, prepare items for moving in line with our guidance, and raise concerns in a calm and respectful manner. Clear communication helps us deliver a smooth removal service and resolve any issues fairly and efficiently.
Changes to this Complaints Procedure
We may update this Complaints Procedure from time to time to reflect changes in our services, operational practices or legal requirements. The version in force at the time a complaint is made will apply to the handling of that complaint. We encourage customers to review this page periodically to stay informed about how we manage and resolve complaints.
