Complaints Procedure for Man with Van Oakleigh Park

This Complaints Procedure explains how customers can raise concerns about the services provided by Man with Van Oakleigh Park, and how those concerns will be handled. Our aim is to resolve issues fairly, promptly, and transparently, so that you feel confident using our removal and man and van services.

Our Commitment to Handling Complaints

We are committed to providing a reliable and professional removal service. If something goes wrong, we want to know about it so that we can put it right and improve our standards. All complaints are taken seriously and will be handled with courtesy, confidentiality, and without discrimination.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether it relates to a single journey, a full home move, office relocation, packing support, or any other part of our operations. This may include concerns about punctuality, conduct of staff, care of your belongings, accuracy of quotes, or any aspect of customer service.

Raising a Complaint

You can raise a complaint in writing or by speaking with us directly. Written complaints are usually easier to review, as they allow us to refer back to the information provided. When submitting your complaint, please include the following details to help us investigate efficiently:

The date and time of the service, the collection and delivery addresses, a clear description of what went wrong, the names of any staff members involved if known, any booking reference or invoice number, and details of any damage, delays, or additional costs you believe have occurred.

If your complaint relates to damage to property or belongings during a removal, please also include descriptions of the items affected, photographs if available, and any relevant purchase or repair information that may support your claim.

Complaints Timeframe

We encourage you to raise any complaint as soon as possible after the issue occurs. For damage claims, it is helpful if you contact us within a reasonable period after the move, once you have had an opportunity to inspect your belongings and property. Complaints raised promptly are usually easier to investigate and resolve.

How We Acknowledge Your Complaint

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In this acknowledgement, we will confirm that we have received your concerns and advise you of the next steps in the process. Where any immediate clarification is needed, we may contact you to ask for further details or supporting information.

Investigation Process

We will carry out a fair and thorough investigation of your complaint. This may include reviewing booking records, job sheets, photographs, and any relevant communication, as well as speaking with the staff members involved in your move. We will assess the information provided by all parties and consider our terms and conditions, industry standards, and any applicable policies.

During the investigation, we may contact you for additional information or clarification. This is to ensure that we fully understand your concerns and can reach a well-informed outcome.

Response and Outcomes

Once our investigation is complete, we will send you a response explaining our findings and any actions we propose. Where a complaint is upheld, possible outcomes may include an apology, an explanation of what went wrong, corrective action to prevent a recurrence, or, where appropriate and in line with our terms and conditions, a financial remedy or contribution towards repair or replacement costs.

If we do not uphold your complaint or only partially uphold it, we will clearly explain the reasons for our decision and the information we relied upon. Our aim is to provide a clear, reasoned, and fair explanation even if you do not agree with the outcome.

Escalating Your Complaint

If you are not satisfied with the response you receive, you may request that your complaint be reviewed at a higher level within our business. When you ask for an escalation, please explain why you disagree with the initial decision and provide any further information you feel is relevant. We will then re-examine your complaint, the initial investigation, and any new evidence you have provided.

Following this review, we will send you a final response outlining our position. This will typically represent the conclusion of our internal complaints procedure.

Fairness and Confidentiality

We treat all complaints confidentially and only share information internally where it is necessary to investigate and resolve the issue. We do not tolerate any form of retaliation or disadvantage against customers who raise complaints in good faith. Equally, we expect customers to behave respectfully towards our staff throughout the process.

Using Complaints to Improve Our Service

Every complaint is an opportunity for us to improve the way we deliver removal and man and van services. We review complaints regularly to identify patterns, training needs, and possible changes to our procedures, equipment, or communication. This helps us to enhance safety, reliability, and customer satisfaction for future moves.

Acceptance of This Procedure

By booking or using the services of Man with Van Oakleigh Park, you acknowledge that you have access to this Complaints Procedure and that complaints will be handled in accordance with the steps outlined here and our main terms and conditions. We recommend retaining records of your move, including any relevant documentation, in case you need to refer to them when raising a concern.

If you have any questions about this Complaints Procedure, you may contact us to request clarification before, during, or after your move. We are committed to resolving issues fairly so that our customers can feel confident choosing us for their removals and transport needs.