Complaints Procedure
Man and a Van Pimlico Complaints Procedure
Man and a Van Pimlico aims to provide a reliable, courteous and efficient removals and man and van service. We recognise that occasionally things may not go as planned. When this happens, we want to know so we can put matters right and improve our services. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us throughout the process.
Our Commitment to You
We are committed to treating every complaint fairly, consistently and promptly. All concerns are taken seriously, whether they relate to bookings, communication, conduct of staff, handling of goods, timeliness, or any other aspect of our removal and transport services. We aim to resolve issues at the earliest possible stage and to learn from feedback to reduce the likelihood of similar problems occurring in the future.
What Is a Complaint
A complaint is any expression of dissatisfaction, whether oral or written, about the standard of service you have received from Man and a Van Pimlico. This may include:
Issues with the booking process or information provided about your move, concerns about punctuality or the completion of work, the condition or handling of items during loading, transport or unloading, the behaviour or professionalism of our team members, or any disagreement about charges, quotes or payment.
You do not have to use any specific wording for your issue to be treated as a complaint. If you tell us you are unhappy with our service, we will treat it as a complaint and follow this procedure.
How to Make a Complaint
You can raise a complaint using any written method that is convenient for you. Please set out as much detail as possible so we can investigate thoroughly. When submitting your complaint, include the following where available:
Your full name and contact details, the date and time of the service or booking, the address where the service was carried out, a clear description of what went wrong and when, the names of any team members involved if known, and any supporting information such as photographs, inventories or written notes.
If you need help setting out your complaint, you may contact us to discuss the matter and we will guide you through the information we need to investigate properly.
Timescales for Raising a Complaint
We encourage you to raise any concerns as soon as reasonably possible after the event, while details are still clear. For issues relating to property damage or loss of items, we request that you inform us promptly once you become aware of the problem, so we can review records, schedules and staff statements while the information is still current.
How We Will Handle Your Complaint
Our complaint handling process is designed to be clear and straightforward. In most cases, it will follow these stages:
Stage 1: Acknowledgement
Once we receive your complaint, we will acknowledge it as soon as reasonably possible. Our acknowledgement will confirm that we have received your complaint, explain that it will be reviewed in line with this procedure, and may request any additional details we need to proceed with our investigation.
Stage 2: Investigation
Your complaint will be reviewed by a person with appropriate authority who was not directly involved in the issue where practical. The investigation may include checking booking records, job sheets and inventories, reviewing any photographs or notes, speaking with the team members who carried out your move, and considering any relevant policies or agreed terms.
We aim to complete our investigation and respond to you within a reasonable timeframe. If the matter is complex and requires more time, we will keep you informed of progress and let you know when you can expect a full response.
Stage 3: Response and Outcome
Once the investigation is complete, we will send you a written response. This will usually include a summary of your complaint and our understanding of the key points, an outline of the steps we took to investigate, our findings based on the information available, and our decision regarding your complaint.
If we find that we have not met the standards we aim for, we will apologise and explain what we will do to put matters right where possible. This may include practical steps, service adjustments or other appropriate remedies. We will also review whether any changes to our processes or staff training are needed.
Escalating Your Complaint
If you are not satisfied with our Stage 3 response, you may ask for your complaint to be reviewed again. When you request an escalation, please explain why you remain dissatisfied and highlight any information you believe has not been fully considered.
Where possible, a more senior member of our team, or someone not previously involved in the handling of your complaint, will review the matter. They will consider the original complaint, the earlier investigation and outcome, and any new information you provide. We will then issue a final written response.
Complaints Relating to Damage or Loss
If your complaint involves damage or loss of goods, we will require clear details of the items involved, their condition prior to the move, and the nature of the damage or loss. We may ask for photographs, proof of purchase or other supporting documentation. Our investigation will take into account the agreed services, any limitations explained before the move, and any terms relevant to liability. We may suggest an inspection of the items or request an independent assessment where appropriate.
Confidentiality and Data Protection
All complaints are handled in confidence. Information is shared only with those who need it to investigate and respond properly. We handle personal information in line with applicable data protection principles and retain complaint records for an appropriate period to help us monitor service quality and trends.
Using Feedback to Improve Our Service
Complaints and feedback help us to improve the way we deliver removals and man and van services. We regularly review complaints to identify patterns, training needs and opportunities to refine our procedures. By sharing your concerns with us, you are helping to shape a more reliable and responsive service for all customers.
Accessibility of This Procedure
This Complaints Procedure is intended to be clear and easy to understand. If you require it in an alternative format or need assistance in raising or explaining your complaint, please let us know and we will do our best to support you.
