Complaints Procedure for Man With a Van Pinner

Man With a Van Pinner is committed to providing reliable, professional and courteous removal and man and van services. If something goes wrong, we want to know about it so we can put matters right and improve our service. This complaints procedure explains how you can raise a concern and how we will handle it.

1. Purpose and Scope of This Complaints Procedure

This procedure applies to all customers who use our moving, collection, delivery or related services. It covers concerns about our standard of service, our conduct during a job, the way we have carried out agreed work, and how we have handled any issues or queries.

This procedure does not cover disputes relating solely to matters outside our control, such as severe traffic disruption or legal restrictions on access, although we will always seek fair and reasonable outcomes where possible.

2. Our Commitment to You

When you raise a complaint, we will:

Listen carefully and take your concerns seriously.

Treat you with respect and courtesy at all times.

Investigate the matter fairly and objectively.

Respond within reasonable timeframes and keep you updated.

Offer an explanation, apology where appropriate, and a suitable resolution where we are at fault.

3. Informal Resolution in the First Instance

Many issues can be resolved quickly and informally. If you are unhappy with any aspect of our service on the day of your move or shortly afterwards, please raise it directly with the driver or team leader if it is safe and practical to do so.

Explain clearly what has gone wrong and what outcome you are seeking. In many cases, we can correct issues on the spot, adjust our approach, or offer a practical solution without the need for a formal complaint.

4. How to Make a Formal Complaint

If your concern cannot be resolved informally, or you prefer to make a formal complaint, please put your complaint in writing. Written complaints help us understand the situation clearly and keep an accurate record.

When submitting your complaint, please include:

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

The date of your move or booking and any reference you have.

A clear description of your complaint, including key facts and times.

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

The outcome you would like us to consider.

We ask that you send your complaint as soon as reasonably possible after the event, ideally within 14 days, so that we can investigate while details are still fresh and evidence is easier to obtain.

5. Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable time. In our acknowledgement, we will confirm that we have received your complaint and give you an estimated timescale for our full response.

In some cases we may need further information from you, such as additional photographs, copies of any relevant documents, or clarification of events. Providing this information promptly will help us resolve your complaint more efficiently.

6. Investigation and Assessment

Your complaint will be reviewed by a responsible person who was not directly involved in the incident wherever possible. They may:

Review your written account and any supporting evidence.

Speak with the driver or team members involved in the job.

Review job notes, booking details and inventory where applicable.

Assess whether our service met our usual standards and contractual obligations.

We aim to complete our investigation within 28 days of acknowledging your complaint. If the matter is complex and we need more time, we will let you know and provide an updated timescale.

7. Our Response and Possible Outcomes

When our investigation is complete, we will send you a written response explaining:

What we have understood your complaint to be.

The steps we have taken to investigate.

Our findings and whether we believe we have fallen short of our standards.

Any corrective action we will take and any remedy we are prepared to offer.

Possible outcomes may include an apology, an explanation, corrective work, a gesture of goodwill, or a contribution towards repair or replacement where appropriate and in line with our terms and conditions. Any remedy offered will be based on the evidence available and the level of responsibility we hold.

8. If You Remain Dissatisfied

If you are not satisfied with our final response, you may reply to explain why you remain unhappy and what further resolution you are seeking. We will review your comments and either:

Reconsider our decision if new information is provided, or

Confirm our final position and explain the reasons clearly.

Once we have confirmed our final position, our internal complaints process will be considered exhausted. You may then consider independent advice if you still wish to pursue the matter.

9. Complaints Involving Loss or Damage

For complaints involving alleged loss or damage to property, we strongly recommend that you:

Inspect your belongings promptly after the move.

Notify us as soon as you become aware of any issue.

Provide clear photographs and descriptions of any damage.

We will assess such complaints with reference to our terms and conditions, any agreed inventory, and any relevant limitations of liability. Our aim is always to reach a fair and reasonable outcome based on the circumstances of the job.

10. Using Feedback to Improve Our Service

Every complaint is an opportunity for us to review and improve our removal services. We regularly review complaint outcomes to identify patterns, staff training needs, and operational changes that can help prevent similar issues from arising in the future.

By following this complaints procedure, you help us maintain and improve the quality, reliability and professionalism of Man With a Van Pinner for all customers.