Man with Van Aperfield Complaints Procedure
This complaints procedure explains how Man with Van Aperfield manages concerns and formal complaints about our man with a van and removal services. We aim to provide a straightforward and fair process so that any issues are handled quickly, professionally and with respect for all parties.
Our Commitment to You
We are committed to delivering reliable, careful and efficient services for customers arranging moves, deliveries or collections. If something does go wrong, we want to know about it so we can put matters right where possible and improve how we work in the future.
All complaints are taken seriously. You will be treated courteously, and your complaint will be handled in confidence, in line with our privacy practices. Raising a complaint will never affect your right to use our services again in the future.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, vehicles, charges, communication or the way a previous concern has been handled. This can include, but is not limited to:
Service quality or reliability issues during your move or delivery.
Concerns about the care taken with your belongings.
Disputes about timing, pricing or agreed work.
Conduct or behaviour of our staff or contractors.
Problems with how a previous query or concern was addressed.
You can raise a complaint about any stage of our service, from booking through to completion of the job.
How to Make a Complaint
You can raise your complaint verbally or in writing. While we accept complaints in any reasonable form, we recommend putting your concerns in writing so that we can clearly understand all the details and respond more thoroughly.
When making a complaint, please provide the following information where possible:
Your full name and the address where the service took place.
The date and approximate time of the service or incident.
A clear description of what went wrong and how it has affected you.
Any relevant reference details, such as a booking reference or agreed quotation.
Details of any conversations you have already had with our team about the issue.
What outcome or resolution you are seeking, such as an explanation, apology, correction of an error or review of charges.
Initial Informal Resolution
Where possible, we encourage you to raise any concerns as soon as you notice a problem, ideally on the day of the service or shortly afterwards. In many cases, issues can be resolved quickly through a discussion with the driver or operative on site, or with our office team.
If your issue is resolved to your satisfaction at this stage, we will still take note of your feedback to help prevent similar problems in future. If you are not satisfied with the informal response, or if the issue is more serious, you can make a formal complaint.
Formal Complaint Process
Once a formal complaint is received, we will follow these steps:
Acknowledge receipt of your complaint. We will confirm that we have received your complaint and that it is being reviewed.
Review the details. We will examine your account of events, any notes from the job, and any relevant photographs or documents. Where appropriate, we may speak with the staff involved.
Clarify information. If anything is unclear, we may contact you to request further details or supporting information to help us understand the full situation.
Reach a decision. We will make a fair assessment based on the information available. This may involve considering our terms and conditions, working practices and any applicable standards for removal services.
Provide a written response. Once our review is complete, we will provide you with a written outcome explaining our findings, any action we propose to take and the reasons for our decision.
Timescales for Response
We aim to acknowledge formal complaints promptly. We then work to provide a full response within a reasonable period, taking into account the complexity of the matter and the need to gather all relevant information.
If we are unable to provide a full response within our usual timeframe, we will let you know and explain the reasons for the delay, as well as when you can expect a further update.
Possible Outcomes and Remedies
Where your complaint is upheld in full or in part, possible remedies may include one or more of the following, as appropriate:
A clear explanation of what happened and why.
A sincere apology where we have fallen short of our standards.
Corrective action to put things right as far as reasonably possible.
A review of internal processes, training or systems to reduce the risk of similar problems in future.
Any other reasonable and proportionate remedy appropriate to the circumstances.
Where claims involve damage or loss of items, we will handle them in line with our terms and conditions and any applicable limitations or exclusions that apply to our services.
If You Remain Unhappy
If you are dissatisfied with the outcome of your complaint, you may request that we review the decision again, giving clear reasons why you believe the decision was incorrect or incomplete. We will consider any new information you provide and respond with a final position.
Once our internal process is complete, we may not be able to revisit the complaint unless new and significant information comes to light. This helps us provide closure for both you and our team while still treating all complaints fairly.
Using Your Feedback to Improve
Every complaint is an opportunity to review how we operate. We regularly monitor the complaints we receive to identify patterns or recurring issues. This helps us to improve our planning, communication, handling techniques and overall service quality for customers who rely on us for removals and man with a van work.
By following this procedure, we aim to ensure that your concerns are listened to, investigated properly and addressed in a fair and timely manner. We value your feedback and appreciate the opportunity to put things right wherever we reasonably can.
