Man with Van Belmont Complaints Procedure

Man with Van Belmont is committed to providing reliable, professional and courteous removal services for all customers. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise concerns about our services, how we will respond, and what you can expect at each stage of the process.

Purpose of this Complaints Procedure

The purpose of this Complaints Procedure is to provide a clear, fair and timely process for dealing with any dissatisfaction related to our removals, man and van or associated services. We aim to resolve issues at the earliest opportunity and use feedback to improve the quality, safety and reliability of our work.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the standard of our service, the behaviour of our staff or contractors, or any aspect of how we have delivered or managed your booking. This may include, but is not limited to, concerns about punctuality, handling of goods, conduct of team members, adherence to agreed quotations or schedules, and communication before, during or after your move.

Who Can Make a Complaint

Any customer who has used, or has attempted to use, our removal or man and van services can make a complaint. Complaints may be raised by the person who booked the service or by another person who has been directly affected by our work, provided they have the authority to act on behalf of the person who entered into the contract.

How to Make a Complaint

You can make a complaint verbally or in writing. Where possible, we encourage customers to raise issues as soon as they arise so that we have the best opportunity to put things right quickly. If you wish to make a written complaint, please provide the following information to help us investigate effectively:

Your full name, details of the booking, the address where the service was carried out, the date of the service, a clear description of the problem and what outcome you are seeking. Including photographs or an inventory of any alleged damage or loss, where relevant, can assist our investigation.

Informal Resolution

In the first instance, we will always try to resolve complaints informally. If you raise your concern during or immediately after the service, the team member on site may be able to address the issue straight away. If your concern cannot be resolved at the time, it will be referred to a manager for further review. Many issues can be settled quickly through clarification, an explanation, or a practical remedy.

Formal Complaint Process

If you are not satisfied with the outcome of the informal stage, or if the matter is more serious, you may request that your complaint is treated as a formal complaint. Once we receive your formal complaint, we will acknowledge it within a reasonable time and begin an investigation.

A manager will review the details you have provided, speak with the staff involved and consider any relevant documents or records, such as booking confirmations, job sheets and notes from the day of your move. We may contact you to request further information or clarification where necessary.

Response Timescales

We aim to provide a full written response to formal complaints within a reasonable period of time, depending on the complexity of the issue and the availability of information. If we are unable to provide a full response within that period, we will explain the reason for the delay and give you an indication of when you can expect a final reply.

Our Possible Remedies

Where a complaint is upheld, our priority is to offer a fair and proportionate remedy. Depending on the circumstances, this may include an explanation or apology, corrective action, a repeat service where appropriate, or financial redress in line with our terms and conditions and any applicable insurance cover.

All remedies will be considered on a case by case basis, taking into account the nature of the problem, any evidence available, the steps you took to minimise loss or damage, and our contractual responsibilities.

Disputes About Loss or Damage

Complaints relating to loss or damage of goods during a move will be carefully investigated. You may be asked to provide an inventory of affected items, details of their condition before the move, and any supporting evidence such as photographs or receipts. Our liability is governed by our terms and conditions and any relevant limits set out there. We recommend that customers keep valuables and important documents separately and ensure that suitable insurance is in place for high value items.

Escalation of Your Complaint

If, after receiving our formal response, you remain dissatisfied with the outcome, you may request that your complaint is reviewed by a more senior manager, where available. They will consider whether the complaint was handled in line with this procedure and whether the conclusion was fair and reasonable in light of the evidence.

Recording and Using Complaint Information

All complaints, whether informal or formal, are recorded and monitored. We analyse complaint data to identify recurring issues, trends and areas where our removal services can be improved. This may result in updated staff training, changes to our working practices, or revisions to our terms and conditions or booking process.

Your Responsibilities When Making a Complaint

We ask that all complaints are made honestly, respectfully and in good faith. Providing clear, accurate information and cooperating with our investigation helps us reach a fair outcome more quickly. We will not tolerate abusive or threatening behaviour towards our staff, and we reserve the right to discontinue communication in extreme cases while still considering the substance of the complaint where possible.

Updates to this Complaints Procedure

Man with Van Belmont may review and update this Complaints Procedure from time to time to reflect changes in our services, legal requirements or industry best practice. The version in force at the time we receive your complaint will apply to the handling of that complaint.

Further Information

If you are unsure whether your concern falls under this Complaints Procedure or you need guidance on how to present your complaint, you may contact us for clarification. We are committed to dealing with all feedback in a professional, consistent and transparent manner, with the aim of maintaining trust and confidence in our removal and man and van services.