Complaints Procedure for Man with Van Rush Green
This Complaints Procedure explains how customers of Man with Van Rush Green can raise concerns about our removal and man and van services, and how we will respond. Our aim is to resolve issues quickly, fairly and transparently, while using all feedback to improve our service for future moves.
1. Purpose and Scope
This procedure applies to all customers who use our man and van and removal services, including home moves, flat moves, office relocations, small removals, item collection and delivery, and related services. It covers complaints about service quality, behaviour of team members, handling of goods, punctuality, communication and any other aspect of the service you have received from us.
The procedure is designed to:
Provide a clear and simple way for you to tell us when something has gone wrong.
Ensure your complaint is taken seriously and dealt with promptly.
Give you a clear explanation of what happened and what we will do to put things right where possible.
Help us learn from complaints so we can improve our service.
2. What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether written or spoken, about the service you have received from Man with Van Rush Green, where you would like a response or resolution. Examples include:
Concerns about how your belongings were handled or protected during loading, transport or unloading.
Issues with timekeeping, such as late arrival or delays not properly explained.
Concerns about the attitude or conduct of our drivers or porters.
Disagreement over charges, time recording, or services delivered compared to what was agreed.
Problems arising from miscommunication or lack of information before, during or after the move.
Any situation where you feel we have not followed our usual standards of care and professionalism.
3. How to Make a Complaint
You can make a complaint verbally or in writing. While we will always try to resolve issues raised verbally, we encourage you to set out your complaint in writing where possible, as this helps us understand the situation clearly and maintain an accurate record.
When submitting a complaint, please include the following information to help us investigate:
Your full name.
The date of your move or booking.
The collection and delivery addresses for the job.
Details of what went wrong, including times, locations and the people involved where known.
The impact the issue had on you or your belongings.
Any photographs, inventory notes or other evidence that may support your complaint.
How you would like us to resolve the matter, if you have a preferred outcome.
If your complaint involves any damage to property or belongings, please keep the affected items, packaging and any relevant materials for inspection until the matter has been fully resolved.
4. Time Limits for Raising Concerns
We ask that you raise any concerns as soon as reasonably possible after the service has taken place. Prompt notification gives us the best chance of investigating thoroughly, speaking to the team involved and taking action. For issues involving damage or loss, please report this as soon as you become aware of it.
5. How We Handle Your Complaint
Once we receive your complaint, we will follow a structured process to investigate and respond:
Acknowledgement: We will acknowledge receipt of your complaint and confirm that we are looking into the matter.
Initial Review: We will review the information you have provided, check job records, time logs and any relevant notes from the crew involved.
Investigation: We may speak with the driver and porters who worked on your removal, review any photographs or documents you share and, where appropriate, ask you for additional information or clarification.
Assessment: We will assess the facts of the case, considering our terms and conditions, agreed quotation, booking details and our usual service standards.
Outcome: We will explain our findings to you and set out any proposed resolution, which may include an apology, corrective action, a goodwill gesture or other steps as appropriate to the circumstances.
6. Timeframes for Response
We aim to resolve most complaints as quickly as possible. Straightforward issues may be settled within a few working days. More complex matters, especially those involving damage, loss or disputed charges, may require more time to investigate thoroughly. If we anticipate any delay in reaching a conclusion, we will keep you informed of our progress and expected timescales.
7. Possible Outcomes and Remedies
Depending on our findings, we may offer one or more of the following:
A clear explanation of what happened and why.
A sincere apology where we have fallen short of our standards.
Correction of any errors in our records or invoices where appropriate.
Practical steps to put things right where this is possible.
Guidance on how to prevent similar issues on future moves, if relevant.
Any remedies will be considered on a case by case basis and in line with our terms and conditions and applicable consumer laws.
8. Escalating Your Complaint
If you are not satisfied with the initial response to your complaint, you may ask for your case to be reviewed again. In doing so, please explain why you remain dissatisfied and what further information or outcome you are seeking. We will carry out a further review where appropriate and provide a final response based on the information available.
9. Using Complaints to Improve Our Service
Every complaint is an opportunity for us to review how we operate our man and van and removal services. We regularly review complaints to identify patterns or recurring issues and use this information to:
Update staff training and guidance.
Refine our booking, scheduling and communication processes.
Improve how we protect, handle and transport goods.
Enhance clarity around pricing, time estimates and service descriptions.
By following this procedure and listening carefully to your feedback, Man with Van Rush Green aims to provide a reliable, respectful and efficient service for all customers across our service area.
