Complaints Procedure for Man With a Van Putney

Man With a Van Putney is committed to providing reliable, efficient and professional moving and removal services. We aim to deliver a smooth experience for every customer, from small local moves to larger house and office removals. However, if something does not meet your expectations, we want to know about it so that we can put things right and improve our service for the future.

This complaints procedure explains how you can raise a concern with us, how we will handle your complaint, and what you can expect at each stage.

Our Commitment to You

We treat all complaints seriously and handle them in a fair, transparent and timely manner. We will always aim to:

Listen carefully to your concerns and understand what has gone wrong from your point of view.

Acknowledge your complaint promptly and let you know what will happen next.

Investigate the matter thoroughly, including speaking with the moving team involved and reviewing any relevant paperwork or evidence.

Provide a clear response explaining our findings and, where appropriate, offer a suitable remedy.

Use the information from complaints to review and improve our removal services and internal processes.

What Can You Complain About

You can use this procedure to raise any concern related to our services, including but not limited to:

Service quality, such as punctuality, handling of items, packing or loading.

Damage or loss of items during your move or collection.

Conduct, attitude or behaviour of our drivers, porters or other team members.

Accuracy of quotations, charges or invoicing issues for removal work.

Communication before, during or after your move date.

If you are unsure whether your issue falls within this procedure, you can still contact us and we will guide you on the best way forward.

How to Make a Complaint

To help us investigate and resolve your complaint efficiently, please contact us as soon as possible after the issue arises. When you get in touch, please provide the following information:

Your full name and any reference or booking details for your move.

The date and location of the service we provided.

A clear description of what went wrong and when it occurred.

Details of any loss or damage, including photographs if available.

What you would consider to be a fair outcome or resolution.

You can raise your complaint in writing or verbally. Written complaints are often helpful for clarity and record-keeping. If you initially raise your complaint by phone or in person, we may ask you to confirm key details in writing so there is an accurate record of your concerns.

Time Limits for Complaints

We encourage customers to contact us promptly, particularly where there is damage to property or belongings. Ideally, complaints about damage or loss should be raised within a reasonable time after completion of the move so that evidence and records remain clear and available.

Complaints raised at a much later date may be harder to investigate fully, but we will still review any information you provide and do our best to assist.

How We Will Handle Your Complaint

Our complaints process usually follows three main stages.

Stage One: Initial Review

Once we receive your complaint, we will record the details and acknowledge it. We will normally aim to acknowledge your complaint within a reasonable period of receiving it. During this stage we may contact you to clarify details or request further information, such as photographs of any damage or copies of related documents.

Stage Two: Investigation

A member of our management team will review your complaint in detail. This may involve:

Speaking to drivers, porters and coordinators involved in your move.

Reviewing booking information, inventory lists and job sheets.

Considering any risk assessments or notes taken on the day.

Assessing the condition and nature of any reported damage.

We will aim to complete our investigation and provide a full response within a reasonable timeframe. If the matter is particularly complex or requires more time, we will let you know and keep you updated.

Stage Three: Response and Resolution

Once our investigation is complete, we will write to you setting out:

A summary of your complaint.

The steps we took to investigate the matter.

Our findings and any conclusions reached.

Any offer of remedy, where appropriate.

Possible remedies may include an explanation or apology, service improvements, or financial settlement, depending on the nature of the complaint and our terms of service. Any remedy will be assessed on a case-by-case basis, taking into account the circumstances of your move and any applicable limitations or conditions discussed at the time of booking.

If You Are Not Satisfied with the Outcome

If you feel that your complaint has not been handled fairly or that important information has not been considered, you can ask for a review of the decision. In your request, please explain why you believe the outcome is unsatisfactory and provide any additional information that may support your case.

A senior member of our team, who was not directly involved in the original investigation, will review the complaint, the process followed and the decision made. They may contact you for further clarification and will then issue a final response.

Using Complaints to Improve Our Service

We review complaints regularly to identify patterns and areas for improvement. Feedback from our customers helps us refine our moving practices, vehicle loading methods, packing advice and staff training. By raising a concern, you are helping us maintain and improve standards for all customers who rely on our man with a van and removal services across the wider area.

We appreciate the opportunity to address any issues and remain committed to providing a professional, courteous and dependable service on every move.