Complaints Procedure

Man With a Van Mayfair Complaints Procedure

Man With a Van Mayfair is committed to providing a reliable and professional removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we welcome the opportunity to put matters right and to learn from what has occurred. This complaints procedure explains how you can raise a concern about our services, 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 complaints procedure is to provide a clear and fair process for customers to follow when they are dissatisfied with any aspect of our service. This includes local home moves, office relocations, small removal jobs, packing or loading services, and any related man and van work carried out by Man With a Van Mayfair.

We aim to resolve complaints quickly, efficiently, and in a way that is transparent and easy to understand. All complaints are taken seriously and are used as an opportunity to improve our removals operations and customer care.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the services provided by Man With a Van Mayfair, whether it is justified or not. This may include concerns about:

• The standard or quality of our removal or delivery services
• The conduct, attitude, or professionalism of our staff or drivers
• Damage to property or belongings during loading, transportation, or unloading
• Delays, missed time slots, or failed collections or deliveries
• Accuracy of quotations, invoicing, or agreed terms of service
• Health and safety practices on site or during a move
• Any other aspect of our man and van or removal service that has caused inconvenience, loss, or dissatisfaction

How to Make a Complaint

You may raise a complaint as soon as you become aware of a problem. We recommend submitting your complaint in writing so that we have a clear record of the issues you wish to raise.

When making a complaint, please provide as much information as possible, including:

• Your full name and any reference or booking number
• The date and location of the service provided
• A clear description of what went wrong and how it has affected you
• Details of any relevant conversations with our team
• Copies of any supporting documents, such as photographs of damage or copies of quotes or invoices
• Your preferred outcome or how you would like the matter to be resolved

If your complaint relates to damage or loss of items, please notify us as soon as reasonably practicable so that we can investigate promptly. In some cases, time limits may apply to claims, particularly where third-party insurers are involved.

Our Complaints Handling Stages

Stage One: Initial Review

Once we receive your complaint, we will record it in our internal system and allocate it to an appropriate member of staff for initial review. We aim to acknowledge your complaint within a reasonable time, confirming that it has been received and that an investigation is underway.

During this stage, we may contact you to clarify details, request further information, or ask for any additional evidence we need in order to understand the issue fully.

Stage Two: Investigation and Response

The designated person will investigate your complaint by reviewing relevant documents, speaking to any staff involved, and, where appropriate, inspecting any available evidence relating to your move or removal service.

Once the investigation has been completed, we will provide you with a written response. This response will usually include:

• A summary of your complaint
• The steps we took to investigate the matter
• Our findings and conclusions
• Any offer of remedy or corrective action we are prepared to take
• Information on what you can do if you remain dissatisfied

We aim to provide a full response within a reasonable and practical timeframe, depending on the complexity of the complaint and the availability of information.

Stage Three: Escalation

If you are not satisfied with the outcome at Stage Two, you may request that your complaint is escalated for further review. At this stage, a senior member of our team, who was not directly involved in the original service or initial investigation, will reassess the complaint and the response provided.

They may review all documentation, speak with you again if needed, and consider whether the initial decision was fair and proportionate in the circumstances. Once the review has been completed, a final written decision will be provided.

Possible Outcomes and Remedies

Depending on the nature of the complaint and our findings, outcomes may include:

• An apology and explanation
• Practical steps to put things right, where possible
• A review of our internal procedures or staff training
• A goodwill gesture, where appropriate and at our discretion
• Guidance on making a claim through any applicable insurance, in line with our terms and conditions

Any remedies offered will be consistent with our contractual obligations, our published terms, and any relevant legal or insurance requirements.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be used only for the purposes of investigating and resolving your complaint, improving our services, and meeting any legal or regulatory obligations. We will manage your personal data in accordance with applicable data protection laws.

Continuous Improvement

We monitor complaints and outcomes to identify patterns and areas for improvement in our removal and man and van services. This may include changes to staff training, updates to operational processes, or revisions to our customer information and terms.

By following this complaints procedure, Man With a Van Mayfair aims to ensure that all customer concerns are dealt with fairly, consistently, and promptly, supporting a high standard of service across all locations in which we operate.