Complaints Procedure

Man with Van Maze Hill Complaints Procedure

Man with Van Maze Hill is committed to providing a reliable and professional removals and moving service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so that we can put things right and improve our service. This complaints procedure explains how to raise a concern, how we will respond, and what you can expect from us throughout the process.

Our Commitment To You

We aim to handle all complaints fairly, consistently and promptly. We will always treat you with respect and will expect the same courtesy for our team. We will investigate every complaint carefully and use the outcome to improve our removal and transport services for future customers.

What Counts As A Complaint

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

Service quality on moving day, including punctuality and conduct of staff

Handling, loading, unloading or transportation of your belongings

Damage or loss of items during a move

Accuracy of quotations, pricing or invoicing for removal work

Communication before, during or after your booking

Any other aspect of the service you received from Man with Van Maze Hill

We encourage you to raise any concerns as soon as possible, so that we can address them quickly and effectively.

How To Make A Complaint

You can make a complaint in writing or verbally. Written complaints are helpful because they allow us to keep a clear record of what has happened and what you would like us to do. When submitting a complaint, please include the following information:

Your full name

The date of your move or booking

The pick-up and delivery locations involved in the service

A clear description of what went wrong

Any relevant details such as times, vehicle used, or staff you dealt with

Details of any damage or loss, including photographs if available

What outcome you are seeking, such as an explanation, apology or resolution

Providing as much detail as you can at the start helps us investigate more quickly and thoroughly.

Stage One: Initial Resolution

Where possible, we encourage you to raise your concern informally at the earliest opportunity, ideally on the day of the move or as soon as the problem is noticed. Many issues can be resolved quickly by speaking directly with the driver or team leader on site. If they cannot resolve the matter, or if you prefer not to raise it at the time, you can contact our office to start the formal complaints process.

Stage Two: Formal Complaint Acknowledgement

Once we receive your formal complaint, we will acknowledge it. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps in the process. We will also let you know if we require any further details or evidence, such as photographs of any alleged damage or copies of paperwork.

Stage Three: Investigation

An appropriate member of our management team will review your complaint in detail. This may involve:

Checking booking details, inventory lists and any written notes from the job

Speaking with the driver or team members involved in your move

Reviewing any photographs, videos or other evidence you have supplied

Verifying timings, routes and service details related to your removal

We aim to complete most investigations within a reasonable timeframe. If the matter is complex and we need more time, we will keep you informed and provide an updated timescale.

Stage Four: Response And Outcome

When our investigation is complete, we will send you a clear written response. This will include:

A summary of your complaint

The steps we took to investigate what happened

Our findings and conclusion

Any offer of apology, explanation or corrective action

Any gesture of goodwill or proposed remedy, where appropriate

Our response will be based on the information available and our terms and conditions. Where we find that our service has fallen below the standard we expect, we will aim to put things right as fairly and quickly as we can.

Damage And Loss Claims

If your complaint relates to damage or loss of items during a move, it is important that you tell us as soon as possible after you become aware of the issue. In such cases, we may ask for:

Photographs of the damage

Proof of ownership or value

Details of the condition of the item before the move

Any relevant supporting information

We will review each case individually and in line with our terms, conditions and any applicable insurance arrangements. Some items may not be covered if they were not properly packed or declared before the move, or if they are excluded under our service terms. We will always explain how these terms apply to your case.

If You Are Not Satisfied

If you remain unhappy after receiving our final response, you may request that we review the decision again. When doing so, please explain why you believe our response is not fair or complete and provide any additional information that you feel has not been considered. We will then carry out a further review and provide a final position on your complaint.

Using Your Feedback To Improve Our Service

We value all feedback, including complaints, as an opportunity to improve the way we operate. We continuously review the concerns raised about our moving and transport services to identify patterns and areas where we can do better. This may include changes to staff training, vehicle and equipment checks, scheduling, communication procedures and handling standards.

Confidentiality And Data Protection

All complaints are handled with appropriate confidentiality. Information you provide will be used only for the purpose of investigating and resolving your complaint, for training and quality monitoring, and for fulfilling our legal obligations. We will store and process personal data in line with applicable data protection requirements.

Review Of This Complaints Procedure

This complaints procedure is reviewed regularly to ensure that it remains clear, effective and fair for our customers. Updated versions may be published from time to time to reflect changes in how we deliver our removals and man and van services or to meet new regulatory requirements.

By booking a service with Man with Van Maze Hill, you acknowledge that you have had the opportunity to read this complaints procedure and understand how to raise any concerns you may have about the service provided.