Complaints Procedure for Man with Van St Jamess

Man with Van St Jamess is committed to delivering reliable, efficient and respectful removal services for households, tenants and businesses. We recognise that, on occasion, customers may feel that our service has not met their expectations. This complaints procedure explains how you can raise a concern, how we will respond, and the standards you can expect from us throughout the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair route for customers to express dissatisfaction with any aspect of our service, including moving, packing, loading, transport, unloading, timing, conduct of staff or administration. Our goal is to resolve issues as quickly as possible, to learn from them, and to improve the overall quality and reliability of our removal services.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether upheld or not, about any part of the service provided by Man with Van St Jamess. This may include, but is not limited to:

Concerns about the standard or quality of work carried out during a move, including handling of items and conduct at properties.

Delays, missed arrival windows, or communication failures relating to bookings, collections or deliveries.

Issues with documentation, charges, written quotes, or clarity of terms associated with your removal service.

Conduct, behaviour or attitude of any member of our team during enquiries, quotations or on the day of the move.

How to Make a Complaint

You may raise a complaint verbally or in writing. We encourage customers to tell us about any problem as soon as possible after it occurs so that we can investigate promptly and fairly. When you contact us about a complaint, please provide:

Your full name and the address where the service was carried out.

The date of your move or the date the issue occurred.

A clear description of what went wrong and how it has affected you.

Details of any conversations you have already had with our team about the matter.

Any supporting information you feel is relevant, such as photographs, item lists, or copies of written quotations.

Our Complaints Handling Stages

We aim to deal with all complaints in a structured and consistent way. To do this, we follow the stages below.

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will record the details and arrange for an initial review. We will acknowledge your complaint within a reasonable period of time, confirming that it has been received and is being considered. If further information is needed to understand the issue clearly, we will contact you to request it.

Stage 2: Investigation

Your complaint will be investigated by a person with appropriate knowledge of our removals operations who was not directly responsible for the issue raised. The investigation may include:

Reviewing booking records, quotes, job sheets and any notes made by staff.

Speaking to the driver or removal team involved, as well as any office staff who handled your booking.

Reviewing photographs, item lists or other evidence you have supplied.

Assessing whether our service was consistent with our standard working practices and commitments.

Stage 3: Response and Outcome

After the investigation is complete, we will provide you with a written response setting out the outcome. This will normally include:

A summary of the complaint and what you told us.

Details of the steps we took to investigate.

Our findings, including whether the complaint is upheld in full, in part, or not upheld.

Any remedy, explanation or apology we consider appropriate in the circumstances.

We aim to respond within a reasonable timeframe, taking into account the complexity of the complaint and any need to gather further information. If there is likely to be a delay, we will keep you informed of progress.

Possible Outcomes and Remedies

Where we find that we have not met our usual standards, we will consider fair and proportionate remedies. These may include:

A clear explanation of what went wrong and why.

An apology from Man with Van St Jamess.

Practical steps to put things right where reasonably possible, taking into account the nature of our services and any relevant terms and conditions.

Review of internal procedures, staff training or working practices to help prevent similar issues in the future.

Our consideration of remedies will always take account of the specific circumstances of your complaint, the service booked and any contractual terms agreed with you.

Your Responsibilities When Making a Complaint

To help us handle your complaint effectively and fairly, we ask that you:

Raise your concern as soon as reasonably possible after the issue occurs.

Provide accurate, factual information and avoid exaggerated or misleading claims.

Keep copies of any relevant documentation relating to your move, such as inventories or quotes.

Communicate with our staff respectfully and allow us reasonable time to investigate.

Confidentiality and Data Handling

All complaints are treated confidentially. Information will be shared only with those who need it to investigate and respond to the issues raised. Any personal data you provide in connection with a complaint will be handled in line with our usual data protection practices and used only for the purpose of managing your complaint and improving our services.

Continuous Improvement

Man with Van St Jamess values feedback from customers across our service area. We regularly review complaints to identify patterns, areas for improvement and opportunities to enhance training, scheduling, customer communication and on-site working practices. By telling us when things go wrong, you help us maintain reliable, careful and responsive removal services for households and businesses.

Review of this Complaints Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective. Man with Van St Jamess reserves the right to update or amend this procedure to reflect changes in our operations, service standards or applicable requirements, while maintaining our commitment to transparent and accessible complaints handling.