Complaints Procedure for Man with Van Gospel Oak

This Complaints Procedure explains how customers of Man with Van Gospel Oak can raise concerns and how we will respond. It applies to all moving, man and van, and removal services we provide to private and business customers.

We aim to deliver a reliable, careful and punctual removal service. If something goes wrong, we want to know about it so we can put things right where possible and improve our service for the future.

What This Procedure Covers

This procedure covers complaints about the service provided by Man with Van Gospel Oak, including:

Issues with the booking process, collection or delivery times, conduct or attitude of staff and drivers, handling, loading, unloading or transport of items, damage, loss or missing items, billing, invoices and pricing clarity, and communication before, during and after your move.

This procedure is designed for service-related complaints. It does not cover general enquiries, requests for quotations, or informal feedback, although we welcome these as well.

Raising a Complaint

If you are dissatisfied with any aspect of our removal or man and van service, please let us know as soon as possible. In many cases, issues can be resolved quickly and informally by speaking to the driver or the office on the day of your move.

If the issue cannot be resolved informally, or if you prefer to make a formal complaint from the outset, please provide a clear written description of your concerns. When making a complaint, please include your full name, your postal address, the date of your move, the origin and destination addresses for the move, a clear description of what went wrong, details of any damage, loss or additional costs, and what outcome you are seeking. Providing photographs of any damage and copies of any relevant documents such as inventories or receipts will help us assess your complaint more quickly.

Time Limits for Complaints

We ask that complaints about service and conduct are raised within 14 days of the job being completed. Complaints about damage or loss to items should be raised as soon as the problem is noticed and no later than 7 days after the move, wherever possible.

We may still look into complaints raised after these timescales, but our ability to investigate fully may be limited, especially where items have been moved, disposed of or repaired since the service took place.

How We Will Handle Your Complaint

Once we receive your complaint, we will follow a clear and fair process.

First, we will acknowledge your complaint in writing and record the details in our internal system. We may contact you to clarify any points or ask for additional information such as photographs of damage, copies of quotes for repair, or further explanation of the events.

We will then investigate your complaint. This may involve speaking to the driver and any team members who were present, reviewing booking notes, schedules and job sheets, considering photographs, videos or other evidence, and looking at relevant terms and conditions that applied to your booking.

After completing our investigation, we will provide a written response. Our aim is to provide a full reply within 14 days of receiving all necessary information from you. If the matter is complex or requires more time, we will let you know and provide an estimated timescale for our response.

Possible Outcomes and Remedies

Following our investigation, we may decide that no fault occurred, that there was partial fault, or that we were fully at fault for the issue you experienced. Where appropriate, we may offer one or more of the following remedies:

A clear explanation of what happened and why, a sincere apology where we have fallen short of our standards, correction of any administrative or billing errors, partial or full refund of charges, a goodwill gesture where appropriate, or a contribution towards repair or replacement costs for damaged items, subject to our terms and conditions and any limits or exclusions that apply.

Any offers of compensation will take into account the condition and value of items, the evidence available, and any applicable contractual or legal limitations. We will always explain the reasoning behind any decision we make.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you may ask for it to be reviewed. In such cases, where possible, a different person who was not involved in the original investigation will review the decision and the evidence.

The reviewer may uphold the original decision, change the outcome, or ask for further investigation. You will receive a written response explaining the final position and the reasons for it.

Your Responsibilities

To help us deal with your complaint fairly and efficiently, we ask that you provide accurate and complete information, keep any relevant documents or evidence safe, such as photos, invoices and inventories, cooperate with reasonable requests for further details or clarification, and communicate in a respectful manner with our staff at all times.

Where damage or loss occurs, you should take reasonable steps to prevent further damage and keep any damaged items available for inspection if required.

Using This Procedure

This Complaints Procedure is intended to give customers of Man with Van Gospel Oak a clear route to raise issues about our moving and removal services. We review complaints regularly to identify trends and improve how we plan, staff and deliver our services.

By using our services, you agree that any complaints will be handled in line with this procedure and our terms and conditions. This procedure does not affect any legal rights you may have under consumer or contract law.