Complaints Procedure

Man with Van Tokyngton Complaints Procedure

Man with Van Tokyngton aims to provide a reliable, efficient and professional removals and man and van service. We recognise that, on occasion, things can go wrong. When this happens, we want to know about it so we can put matters right, learn from the experience and improve our service. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear, fair and transparent process for customers who wish to complain about any aspect of our service. This includes local moves, long-distance removals, packing assistance, loading and unloading, or any related customer service issue connected with your booking.

This procedure applies to all customers who have used, or have attempted to use, Man with Van Tokyngton services. It covers complaints made before, during, or after a move has taken place.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our service, whether reasonable or not, that requires a response. Examples include but are not limited to:

Punctuality issues such as late arrival or non-arrival of a vehicle or crew. Concerns about the handling of your belongings, including damage or loss. Disputes regarding charges, quotations or payment terms. Behaviour or attitude of our drivers, porters or office staff. Communication issues, such as a lack of updates or unclear information about your move.

We treat all complaints seriously, whether they are minor concerns that can be resolved quickly or more complex issues that need detailed investigation.

How to Make a Complaint

You can raise a complaint using any reasonable written method. We encourage customers to clearly explain what went wrong and what outcome they are seeking. Where possible, please provide details such as your full name, the service date, collection and delivery addresses, and any relevant reference numbers or written confirmations relating to your move.

We recommend that complaints are submitted as soon as possible after the issue arises. This helps us investigate effectively, particularly where timings, route information or crew recollections are important. For complaints involving possible damage or loss of items, please include a description of the items, photographs where available, and any supporting documentation relating to value and condition.

Stage One: Initial Resolution

In the first instance, we will try to resolve your complaint informally and quickly. Once your complaint is received, it will be logged and passed to a team member responsible for customer care or operations. We aim to acknowledge your complaint within a reasonable timeframe and to provide an initial response after we have completed a basic review.

At this stage we may contact you for more information or clarification about what happened. We may also speak to the driver or crew members involved, review job notes, schedules and any relevant photographs or records gathered as part of our routine operations.

Where the issue is straightforward, we will try to resolve it at this stage with an explanation, apology where appropriate, and a proposal for putting things right. This may include practical remedies, partial refunds, or other solutions that are fair and proportionate to the circumstances.

Stage Two: Formal Investigation

If you are not satisfied with the outcome at Stage One, or if your complaint is complex or involves significant claims, it will be escalated for a formal investigation. A more senior member of staff will review your complaint, together with any information already gathered, and may ask for additional evidence or details.

During the formal investigation, we will:

Review your original complaint and all correspondence. Examine crew reports, booking details and any photographic evidence. Consider any terms and conditions that apply to your booking. Assess whether our staff followed our internal procedures correctly.

Following this review, we will issue a written outcome explaining our findings, any responsibility we accept, and any remedy we are prepared to offer. Where we do not uphold a complaint, we will clearly explain the reasons for our decision.

Timeframes for Handling Complaints

We aim to acknowledge all complaints promptly and to provide a full response within a reasonable period, taking account of the complexity and nature of the issue. Some complaints, especially those involving alleged damage or loss of property, may require more detailed investigation and therefore more time. If we need longer to complete our enquiries, we will keep you updated and provide an estimated timeline for our response.

Your Responsibilities When Making a Complaint

To help us deal with your complaint efficiently and fairly, we ask that you:

Provide accurate and complete information about what happened. Submit your complaint as soon as possible after the event. Retain and share any relevant documents or photographs. Communicate with our staff in a respectful and constructive manner.

We reserve the right to end communication where a complainant behaves in an abusive or threatening way towards our staff.

Outcomes and Remedies

Where we find that we are at fault, we will aim to offer a remedy that is fair and proportionate. Possible outcomes may include an explanation and apology, service corrections, partial refunds or other agreed forms of redress, always subject to our terms and conditions and any applicable legal limits.

Some issues may be outside our control, such as severe traffic disruption or access restrictions at collection or delivery locations. In those situations, we will still explain what happened and what steps, if any, we can reasonably take to reduce the impact on you in future.

Continuous Improvement

We use the information gained through complaints to review and improve our removals and man and van services. This may include additional staff training, changes to our internal procedures, improvements to communication and documentation, or adjustments to how we plan and manage moves in the service area.

By following this Complaints Procedure, Man with Van Tokyngton aims to handle concerns fairly, consistently and promptly, while maintaining a professional and reliable moving service for all customers.