Man with Van Petersham Complaints Procedure

This complaints procedure explains how Man with Van Petersham manages concerns and complaints about our removal and transport services. We aim to provide a straightforward, transparent process so that any issue is handled fairly, promptly, and consistently. Using this procedure does not affect your statutory rights.

Our commitment to you

Man with Van Petersham is committed to delivering reliable moving and man and van services for local customers, households, and businesses. 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.

We will always aim to:

Listen carefully to your concerns and treat you with respect and courtesy.

Acknowledge and record your complaint clearly.

Investigate the matter fairly and impartially.

Provide a clear explanation of our findings and any action we propose to take.

Use feedback and complaints to improve our removal and delivery services.

What counts as a complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may include, for example:

Concerns about the quality of our moving or transport service.

Issues regarding punctuality, handling of goods, or conduct of staff.

Disputes about charges, quotations, or invoicing.

Concerns about damage, loss, or delays in relation to your move or delivery.

Worries about how a previous concern has been handled.

We encourage you to raise any issue as soon as possible so that it can be addressed while details are still clear and, where possible, while your move or project is ongoing.

How to make a complaint

You can make a complaint verbally or in writing. We recommend providing your complaint in writing wherever possible so that there is a clear record of the issues raised. Please include the following information to help us investigate:

Your full name and, where relevant, the name of any business or organisation.

The date of your move or booking and any reference number you have been given.

A clear description of what happened, including dates, times, and locations where possible.

The names or descriptions of any staff members involved, if known.

Any documents that support your complaint, such as quotes, invoices, or photographs.

What outcome you are seeking, for example an explanation, an apology, a review of charges, or a proposal to repair or compensate for damage.

If you make your complaint verbally during or immediately after your move, our team will try to resolve it on the spot where possible. If this is not possible, it will be referred for further review in line with this procedure.

Acknowledging your complaint

Once we receive your complaint, we will make a record of it in our internal system. We will normally acknowledge receipt within a reasonable time, confirming that your complaint is being reviewed and setting out the next steps in the process.

In some cases, where the matter is straightforward and can be resolved quickly, we may respond in full at the same time as acknowledging your complaint.

How we investigate complaints

Our aim is to investigate each complaint thoroughly and objectively. Depending on the nature of the issue, our investigation may include:

Reviewing your booking details, contract, and any written correspondence.

Speaking with the driver or removal team involved in your move.

Reviewing photographs, inventory lists, or delivery documents.

Assessing relevant policies, terms and conditions, and any existing guidance given to you.

Looking at any previous related complaints or incidents, if applicable.

We may contact you during the investigation if we need more information or clarification about events.

Timeframes for response

We will always try to resolve complaints as quickly as is reasonably possible. The time needed may depend on the complexity of the issue, the availability of staff or third parties, and whether site visits or further checks are required.

Where the complaint is more complex or involves potential damage, loss, or insurance considerations, we may need extra time to complete a thorough review. If so, we will aim to keep you informed of progress and expected timescales.

Outcome of your complaint

After we have investigated your complaint, we will provide a clear response setting out:

Our understanding of your complaint.

A summary of the steps we took to investigate it.

Our findings and whether your complaint is upheld in full, in part, or not upheld.

Any actions we propose to take, which may include explanations, apologies, corrective actions, or, where appropriate, a goodwill gesture or other remedy in line with our terms and conditions and any applicable law.

Where we do not agree with some or all of your complaint, we will explain the reasons for our decision as clearly as possible.

If you remain dissatisfied

If you are not satisfied with our response, you may ask for your complaint to be reviewed again, explaining why you remain unhappy and what you think has not been addressed. A further review will normally be carried out by a person not directly involved in handling the original complaint, where possible.

At this stage we will look again at the information already provided, consider any additional material you wish to share, and review whether our decision and actions were in line with our policies and obligations.

Reasonable behaviour and fairness

We understand that moving home or premises can be stressful, and concerns about belongings and timing are very important. Our staff will always aim to treat you fairly and with respect, and we ask that you treat our team in the same way throughout the complaints process.

We reserve the right to take appropriate action if behaviour becomes abusive, threatening, or unreasonable, but this will not affect our obligation to consider legitimate complaints fairly.

Using feedback to improve our service

Every complaint and piece of feedback is an opportunity for Man with Van Petersham to learn and improve. We review complaints regularly to identify patterns and areas where our moving and transport services, training, or procedures can be strengthened, helping us provide a better service to customers across our local service area.

This complaints procedure is kept under review and may be updated from time to time to reflect changes in our operations or in applicable regulations.