Complaints Procedure

Man with Van Eden Park Complaints Procedure

Man with Van Eden Park is committed to providing a reliable and professional removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so that we can put things right where possible and improve our service. This Complaints Procedure explains how you can raise concerns and how we will deal with them.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for customers to express dissatisfaction about any aspect of our services, including local moves, house or flat removals, office moves, packing assistance, or items in transit. It also outlines how we will investigate complaints and what you can expect from us at each stage.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about the service you have received from Man with Van Eden Park, whether justified or not. This can include concerns about punctuality, conduct of staff, care of your belongings, adherence to agreed quotations, communication before or during your move, and overall quality of our removals and man and van operations.

When to Raise a Complaint

You should raise a complaint as soon as possible after the issue arises. Prompt notification helps us to investigate more effectively, especially in relation to loading, transport, and unloading activities. If your complaint involves loss or damage to goods, you should tell us as soon as you become aware of the problem and provide any relevant evidence you may have.

How to Make a Complaint

You may submit a complaint in writing. Written complaints allow both you and us to keep a clear record of what has been raised and how it is being addressed. In your written complaint, please include as much detail as possible so we can assess the situation properly.

When making a complaint, please provide the following information where possible:

• Your full name
• The date of your move or scheduled service
• The service provided, for example local home removal, office removal, or man and van service
• A clear description of what went wrong and when it occurred
• Any relevant reference numbers, if applicable
• Any supporting information such as photographs of damage or written notes
• Your preferred method of response

Initial Acknowledgement

Once we have received your complaint in writing, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your concerns and outline the next steps in the process. Where possible, we will also provide an estimated timeframe for our investigation and response.

Investigation of Your Complaint

Your complaint will be reviewed by a person with appropriate responsibility within Man with Van Eden Park. The investigation may involve:

• Reviewing your booking details and any written communications
• Speaking to the driver or removals team involved
• Examining any notes taken on the day of the move
• Considering photographs or other evidence you provide
• Assessing the events in the context of our terms and conditions and standard working practices

We will approach the investigation with an open mind and aim to understand both sides clearly. Our objective is to respond fairly, taking into account the nature of our services, the information available, and any practical limitations during removals or transport.

Our Response and Possible Outcomes

After completing our investigation, we will send you a written response setting out our findings. This response will explain whether your complaint has been upheld in full, upheld in part, or not upheld. Where appropriate, we may offer one or more of the following:

• An explanation of what happened and why
• An apology, where we consider it appropriate
• Details of any steps we will take to prevent similar issues in future
• A proposal to remedy the situation, which may vary depending on the circumstances and our terms of business

If we are unable to reach a final conclusion within the initial timeframe we indicate, we will keep you informed of any delays and the reasons for them.

If You Remain Dissatisfied

If you are not satisfied with the outcome of your complaint, you may write to us again, explaining why you believe the matter has not been resolved. We will then review the complaint and our previous decision, taking into account any new information you provide. Following this review, we will issue a final written response confirming our position.

Complaints Involving Loss or Damage

Where your complaint relates to alleged loss or damage to goods during a move or man and van service, it is especially important that you notify us as soon as possible and keep any items and packaging available for inspection. We may ask for photographs or further details to help us understand what has occurred. Any consideration of compensation or other remedies will be handled in line with our contractual terms and applicable law.

Confidentiality and Data Protection

All complaints are handled confidentially. Information relating to your complaint will be shared only with those who need to know it in order to investigate and respond. We will handle personal data in line with our responsibilities under data protection legislation and we will retain complaint records only for as long as reasonably necessary.

Using Complaints to Improve Our Service

We treat complaints as an important source of learning. Feedback about our home removals, small moves, office relocations, and general man and van services helps us identify areas for improvement. We may use anonymised information from complaints to review staff training, refine procedures, and adjust how we plan local moves and vehicle loading.

Accessibility of This Procedure

This Complaints Procedure is available to all customers of Man with Van Eden Park. If you need it provided in a different format, or if you require assistance in setting out your complaint, please let us know when you contact us so that we can consider how best to help.

Review of This Complaints Procedure

We review this Complaints Procedure periodically to ensure it remains appropriate for our removals and man and van services and reflects current legal and regulatory expectations. Any updated version will apply to complaints received after the date of revision.

By setting out this clear process, Man with Van Eden Park aims to deal with complaints fairly, consistently, and promptly, while continually working to enhance the quality and reliability of our local removal services.