Complaints Procedure

Complaints Procedure for Man with Van Turnpike Lane

Man with Van Turnpike Lane is committed to providing a reliable and professional removal service. We understand that, on occasion, things may not go as planned. This Complaints Procedure sets out how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Our Commitment to Fair and Prompt Resolution

We aim to resolve all complaints fairly, transparently, and as quickly as possible. Every complaint is an opportunity for us to improve our moving and transport services. We will always take your concerns seriously and treat you with courtesy and respect.

We encourage you to raise any issues at the earliest opportunity so that we can address them promptly, ideally while the removal service is still in progress or shortly afterwards.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not. This may include, but is not limited to:

Service quality or conduct of drivers and porters; handling or transport of your belongings; timings, punctuality, or communication; charges, estimates, or invoicing issues; how we have handled a previous concern or query.

If you are unsure whether your issue is a formal complaint, you may still contact us to discuss it. We will advise whether it should be recorded and handled as a complaint.

Step 1: Raise the Issue Informally

Where possible, we encourage you to raise your concern informally first. If the issue arises on the day of your move, please speak directly with the driver or team leader so they have a chance to put things right immediately.

If your concern is not resolved on the day, or you only become aware of an issue afterwards, you may contact our office to explain what has happened. Please provide as much detail as possible, including dates, times, addresses relevant to the move, and any supporting information. In many cases we can resolve concerns at this stage without needing to start the formal complaints process.

Step 2: Submitting a Formal Complaint

If your concern has not been resolved informally, or you prefer a more structured review, you may submit a formal complaint. When sending your complaint, please include:

Your full name; the date of the move or service; a clear description of what went wrong; any relevant reference or booking details; any supporting evidence, such as photos of damage or written notes.

We recommend that you submit your formal complaint as soon as possible and within 28 days of the service. This enables us to investigate effectively, while details and records are still current.

Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable period. Our acknowledgement will usually confirm that we have logged your complaint, outline the next steps in the process, and provide an estimated timescale for our full response.

At this stage we may contact you for further information, clarification, or evidence to assist our investigation. Providing clear information early on helps us to reach a fair and informed outcome.

How We Investigate Complaints

All complaints are investigated by a responsible member of our team who was not directly involved in the issue wherever practicable. The investigation may include:

Reviewing your booking and job records; speaking with the driver and moving team; examining photographs, inventory notes, or other documentation; reviewing our internal procedures relevant to your complaint.

We will consider both your account and the information available from our team. Our aim is to reach an impartial view based on the evidence.

Our Response and Possible Outcomes

After investigating, we will provide you with a written response explaining:

Our understanding of your complaint; the findings of our investigation; whether your complaint is upheld in full, in part, or not upheld; any corrective action we will take, such as service improvements or staff training; any proposed remedy, if appropriate.

Where a remedy is offered, it may depend on the nature and circumstances of your complaint. Each case is assessed individually, with reference to our terms and conditions.

Timeframes for Handling Complaints

We aim to resolve most complaints within a reasonable time following acknowledgement. More complex complaints, particularly those involving damage assessments or multiple locations, may take longer. If we need additional time, we will keep you informed of progress and revised timeframes.

Our goal is to balance speed with thoroughness, ensuring that all relevant information is carefully considered before we reach a final decision.

If You Are Not Satisfied With the Outcome

If you remain dissatisfied with our final response, you may contact us again to explain why you disagree and provide any new information you would like us to consider. We will review your comments and decide whether any further internal review is appropriate.

Once we have confirmed that our final decision has been reached, this will usually conclude our internal complaints procedure.

Data Protection and Confidentiality

All complaints are handled in line with our obligations under data protection law. Information you provide in connection with a complaint will be used only for investigating and resolving your concerns, improving our services, and meeting legal or regulatory requirements where applicable. We will keep your information secure and only share it within our organisation on a need-to-know basis.

Using Feedback to Improve Our Removal Services

We regularly review the complaints we receive to identify patterns, recurring issues, and opportunities for improvement. This may include updates to our booking processes, staff training, vehicle loading practices, or customer communication before and during moves.

By raising your concerns, you help us maintain and improve the quality and reliability of our removal and man and van services in our service area.

Accessibility of This Procedure

This Complaints Procedure is available to all customers and prospective customers. If you require this information in a different format or need assistance in making a complaint, please let us know and we will do our best to help you access and use this process.

We appreciate your trust in Man with Van Turnpike Lane and will always strive to resolve any issues as fairly and constructively as possible.