Complaints Procedure
Complaints Procedure for Man with Van Osidge
This complaints procedure explains how customers can raise concerns about any aspect of the services provided by Man with Van Osidge. It applies to all work we carry out, including man and van moves, home removals, small office moves, collections, deliveries, and related transport services.
Our commitment to resolving complaints
We aim to provide a reliable, careful and professional removal service at all times. If something goes wrong, we want to know so that we can put it right, learn from the issue and improve our service for the future. Every complaint is taken seriously, treated with respect and handled in a fair and consistent way.
What counts as a complaint
A complaint is any expression of dissatisfaction about our service, whether it is about the booking process, communication, pricing, punctuality, handling of goods, conduct of staff, the quality of the move, or any follow-up arrangements. You do not need to use specific wording or refer to this procedure for your concern to be treated as a complaint.
Raising an informal complaint
Many issues can be resolved quickly and informally. If you are unhappy with any aspect of our removals or man and van service, please tell the driver or team leader on the day, or contact our office as soon as possible. We will aim to understand what has happened, offer an explanation, and where appropriate agree a practical solution with you.
If an issue is resolved informally to your satisfaction, no further action will normally be taken under this procedure, although we may still record the details for training and monitoring purposes.
Making a formal complaint
If your concern cannot be resolved informally, or if you would prefer to make a formal complaint from the outset, you can do so in writing. When submitting a formal complaint, please include:
The date of your move or booking, the address where the work took place, a clear description of what went wrong, any relevant timings or details of conversations, and what outcome you are seeking, such as an explanation, apology, corrective action or consideration of compensation in line with our terms and conditions.
Providing as much information as possible will help us investigate your complaint thoroughly and efficiently.
Time limits for complaints
We ask that complaints about our removal or transport services are raised as soon as reasonably possible. If your complaint relates to loss, damage or delay, it is important that you report this promptly so we can review documentation, speak to the removal team and assess the situation accurately. Any specific time limits contained in your written terms and conditions will also apply.
How we handle your complaint
Once we receive your formal complaint, we will log it in our internal system and begin an investigation. Where possible, we will acknowledge receipt within a reasonable timeframe and let you know that your concerns are being reviewed.
Our investigation may include speaking to the removal team or driver involved, reviewing photographs, job sheets, inventory lists, booking notes and any other relevant records. We may contact you during this stage if we need further details or clarification.
We aim to provide a clear written response, explaining our findings, any steps we have taken, and any proposed resolution. If we need more time to investigate thoroughly, we will keep you informed of the progress and expected timescale.
Possible outcomes
Following our investigation, we may:
Provide an explanation of what happened and why, offer an apology where something has gone wrong, confirm any corrective measures taken to prevent a similar issue in future, arrange practical steps to complete or rectify parts of the service where feasible, or consider financial remedies in accordance with our terms, conditions and any applicable limits or exclusions.
Every complaint is assessed on its own facts. While not every complaint will result in compensation, we will always strive to be reasonable, transparent and fair.
If you are not satisfied with our response
If you remain unhappy after receiving our formal response, you can ask for your complaint to be reviewed again. In doing so, please explain which parts of our decision you disagree with and provide any additional information you feel has not been considered.
A more senior member of our team will then re-examine the complaint, the evidence gathered and the outcome proposed. They may uphold the original decision, vary it, or propose an alternative resolution. This will be communicated to you in a clear and final written response from our side.
Respectful behaviour and fair treatment
We expect all parties to act respectfully and reasonably throughout the complaints process. Our staff will be polite, professional and objective at all times. In return, we ask that customers communicate calmly and provide honest information so that we can deal with the complaint fairly.
Recording and using complaint information
We record complaints and outcomes to help us identify patterns, train staff and improve our removals and man and van services. Information related to complaints is handled in line with our data protection practices. Only those who need to see the details for the purpose of resolving the complaint or improving our service will have access to this information.
Updates to this procedure
This complaints procedure may be updated from time to time to reflect changes in our services, operational practices or legal requirements. The version available on our website will always be the most recent, and will apply to new complaints from the date it is published.
Summary
Man with Van Osidge is committed to providing a dependable and careful moving service. When things go wrong, we want to address them promptly and fairly. By following this complaints procedure, you can be confident that your concerns will be listened to, investigated properly and used to help us continue improving our service.
