Complaints Procedure
Man with Van Lampton Complaints Procedure
This complaints procedure explains how Man with Van Lampton manages concerns and complaints about our removal and transport services. Our aim is to provide a clear, fair and straightforward process for customers who feel that our service has not met their expectations.
Our Commitment to Customers
Man with Van Lampton is committed to delivering a reliable and professional moving service. If something goes wrong, we encourage you to tell us as soon as possible so that we can put matters right, learn from the experience and improve our service.
All complaints are taken seriously and handled in a respectful, confidential and impartial way. We will always try to resolve issues at the earliest opportunity.
What This Procedure Covers
This procedure applies to any complaint relating to our services, including but not limited to:
Service quality during moves, collections and deliveries. Staff behaviour and conduct. Communication before, during or after your booking. Issues related to punctuality, handling of goods or vehicle use. Billing or charges that you believe are incorrect.
This procedure does not cover disputes that are already the subject of legal proceedings or matters that fall outside our control, such as delays caused by third parties or severe weather.
Raising a Complaint Informally
We encourage customers to raise any concern as soon as it arises so that it can be dealt with quickly and informally. If you are unhappy with any aspect of your move or transport service on the day, please speak to the driver or team leader on site. Many issues can be resolved immediately through discussion and clarification.
If the concern is not resolved at the time of service, or if you prefer not to speak to the team on the day, you can make a formal complaint using the steps below.
How to Make a Formal Complaint
To help us investigate your complaint thoroughly and efficiently, please provide the following information when you contact us:
Your full name. The date of your booking and, if possible, your booking reference. The addresses where we collected and delivered your items. A clear description of what went wrong and when it happened. Details of any loss or damage and supporting evidence such as photographs or inventories, where available. Any steps already taken to resolve the matter informally.
You may send your complaint in writing or communicate it verbally. Written complaints help us keep an accurate record and may speed up our investigation, especially if your complaint is detailed or relates to items moved during a complex relocation.
Timescales for Complaints
We recommend that you raise your complaint as soon as possible after the service, ideally within seven days of the move. Complaints made later than this may be more difficult to investigate fully, particularly in relation to handling of goods or potential damage, but we will still review any concerns raised.
Once we receive your complaint, we will:
Acknowledge receipt of your complaint within a reasonable period. Begin an internal review of the events and any evidence provided. Contact you if we need further information to understand or clarify your concerns.
How We Investigate Complaints
Your complaint will be reviewed by a person with appropriate responsibility who was not directly involved in the issue where possible. The investigation may include:
Reviewing booking details, service notes and any photographs or records we hold. Speaking with the driver or team members involved in your job. Considering relevant policies, procedures and any applicable terms and conditions.
We will aim to provide you with a clear written or verbal response to your complaint within a reasonable timeframe. If the matter is complex and we need more time, we will let you know and keep you informed of progress.
Outcomes and Resolutions
When the investigation is complete, we will explain our findings and any decision we have reached. Possible outcomes may include:
An explanation or clarification where there has been a misunderstanding. An apology where service has fallen below our expected standard. Practical steps to remedy the problem where this is possible and appropriate. A review of our internal processes or staff training to prevent similar issues.
Where your complaint involves alleged damage or loss of items during a move, any resolution will take into account the information and evidence supplied, the condition and value of the items, and the relevant terms that applied to your booking.
If You Are Not Satisfied with the Outcome
If you are unhappy with the outcome of your complaint, you may ask for your case to be reviewed again. In doing so, please explain why you disagree with the decision and provide any additional information that you believe is relevant.
We will then arrange a further review, where possible by a more senior member of the team. The outcome of this review will be communicated to you clearly and will normally be our final position on the matter.
Fairness, Respect and Confidentiality
We are committed to treating all customers fairly and respectfully throughout the complaints process. We expect our staff and customers to communicate in a courteous manner at all times.
All complaints are handled in line with our commitment to privacy and data protection. Information you provide will be used only for the purpose of investigating and resolving your complaint, and will be stored and managed securely.
Using Feedback to Improve Our Service
Every complaint gives us an opportunity to improve how we operate. We regularly review feedback and complaints to identify recurring issues, make necessary changes and enhance the quality and reliability of our removal and transport services.
By setting out a clear complaints procedure, Man with Van Lampton aims to build trust with customers and ensure that any concerns are dealt with promptly, fairly and professionally.
