Complaints Procedure
Complaints Procedure for Man with Van Malden Rushett
Man with Van Malden Rushett is committed to providing a reliable and professional removals and man and van service. We aim to resolve any concerns quickly, fairly, and transparently. This complaints procedure explains how you can raise an issue, how we will respond, and what you can expect at each stage.
Purpose of this Complaints Procedure
The purpose of this procedure is to give customers a clear route to raise concerns about our moving and transport services, including house moves, flat moves, office relocations, and furniture collection and delivery. We use every complaint as an opportunity to review and improve our service, staff training, and communication.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our service, whether justified or not, that requires a response. This may include, for example:
Issues with timekeeping, arrival, or delivery times during your move.
Concerns about the conduct, attitude, or behaviour of our staff or drivers.
Questions or concerns about how your belongings were handled or protected.
Disputes about charges, payment terms, or items listed in your booking or quote.
Problems with communication before, during, or after your move.
If you are unsure whether your issue counts as a complaint, we encourage you to raise it so we can review it properly.
How to Make a Complaint
You can make a complaint verbally or in writing. While we are happy to discuss issues over the phone or in person, we encourage you to set out your complaint in writing wherever possible. This helps us understand the details clearly and keep an accurate record of what has happened.
When submitting your complaint, please provide the following information:
Your full name and the address where the service was carried out.
The date and approximate time of your move or booking.
A clear description of what went wrong and when it happened.
Details of any conversations already held with our team about the issue.
Any supporting information that may help us investigate, such as photographs or item lists.
We will treat all complaints courteously and handle your personal information in line with data protection law.
Our Complaints Handling Stages
Stage 1: Initial Review and Acknowledgement
Once we receive your complaint, we will log it in our internal system and carry out an initial review. We aim to acknowledge written complaints promptly and to confirm that we are looking into the matter.
At this stage we may contact you to clarify details, ask for further information, or confirm our understanding of the issue. This helps ensure that our investigation is accurate and that we focus on the points that matter to you.
Stage 2: Investigation
We will then investigate your complaint. This may include:
Reviewing booking details, job sheets, and any relevant notes from the move.
Speaking with the team members involved in your removal or delivery.
Reviewing any photographs or other information you have supplied.
Considering whether our service matched our usual standards and any agreed terms.
We aim to complete our investigation within a reasonable time. If the matter is complex or requires more detailed checks, we will let you know if we need longer.
Stage 3: Outcome and Response
Once the investigation is complete, we will provide you with a clear response. This will set out:
Our understanding of your complaint.
The steps we have taken to investigate.
Our findings and, where appropriate, an apology.
Any proposed remedies or actions.
Possible outcomes may include an explanation, an apology, a correction to our records, practical steps to put things right where possible, or measures to prevent similar issues in future.
Stage 4: Escalation
If you are not satisfied with the outcome at Stage 3, you may ask for your complaint to be reviewed again. In your request, please clearly state why you remain unhappy and what you would like us to reconsider.
We will arrange for a more senior person, who was not directly involved in the original decision where possible, to review your complaint, our handling of it, and the outcome reached. Following this review we will send you a final response explaining our position.
Timescales
We aim to handle complaints as quickly as is reasonably possible. Actual timescales may vary depending on the nature and complexity of the issue, but our goals are:
To acknowledge your complaint promptly.
To keep you informed if we need more time to investigate.
To provide a full response within a reasonable period after receiving all necessary information.
If delays occur, we will let you know and explain the reasons.
Fairness and Confidentiality
All complaints are handled fairly and without discrimination. Raising a complaint will not affect any ongoing or future service you receive from Man with Van Malden Rushett.
We handle your personal data and the details of your complaint confidentially and only share information internally on a need-to-know basis to investigate and resolve the matter.
Using Complaints to Improve Our Service
We regularly review complaints received across our man and van and removals work. This helps us identify patterns, training needs, and any changes required to our processes, vehicles, or customer communication. By learning from complaints, we aim to reduce the likelihood of similar issues arising in the future and to maintain a high standard of service for customers planning moves of all sizes.
Feedback and Compliments
Not all feedback is a complaint. We welcome comments, suggestions, and compliments about our drivers, movers, and customer service. Positive feedback helps us recognise good performance and maintain consistent standards across our moving services.
If you have any questions about this complaints procedure or need assistance to set out your concerns, please contact us and we will do our best to help you describe the issue clearly so it can be properly reviewed.
