Complaints Procedure

Man with Van Ratcliff Complaints Procedure

Man with Van Ratcliff is committed to providing a reliable, professional and fair removal service for every customer. We recognise that, despite our best efforts, things can occasionally go wrong. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to You

We aim to make every move as smooth as possible, from small man and van jobs to larger household removals. When a customer is dissatisfied with any aspect of our work, we treat this as an opportunity to review our service and put things right.

Our key commitments are:

We will listen carefully to your concern and treat you with respect and courtesy at all times.

We will investigate complaints fairly and objectively, considering all the information available.

We will respond in clear, straightforward language, avoiding unnecessary jargon.

We will aim to resolve matters promptly and keep you updated on progress where an investigation is required.

What This Procedure Covers

This complaints procedure applies to all services provided by Man with Van Ratcliff, including domestic removals, small moves, item collection and delivery, and related loading and unloading services. It covers issues such as punctuality, handling of goods, staff behaviour, quality of service, and how we communicate with you before, during and after your move.

This procedure does not cover general enquiries, booking requests or minor queries that can be resolved quickly in normal conversation with our team. Those should be raised in the usual way when you speak with us.

Raising an Informal Concern

Where possible, we encourage you to raise any concern informally as soon as it arises. Many issues can be resolved quickly by speaking directly to the driver or team leader on the job, or by contacting our office to explain what has happened.

At this stage, we will aim to:

Understand the nature of your concern and what outcome you are seeking.

Offer an immediate explanation or solution where this is possible.

Agree any practical steps that can be taken straight away to address the issue.

If you are not satisfied with the informal response or the matter is too serious to be dealt with informally, you can make a formal complaint using the process below.

Making a Formal Complaint

You can make a formal complaint in writing. Setting out your concerns clearly helps us investigate more efficiently. When doing so, please include, as far as possible:

Your full name and any reference, such as your booking date or job description.

The date of the move and the addresses we attended.

A clear description of what went wrong, including times and the people involved, if known.

The impact the issue has had on you, such as inconvenience, delay or damage.

Details of any steps already taken to discuss the problem with our staff.

What you would consider to be a fair and reasonable outcome.

This information allows us to understand the situation properly and to respond thoroughly.

How We Will Handle Your Complaint

Once we receive your formal complaint, we will follow these steps.

Acknowledgement: We will acknowledge receipt of your complaint within a reasonable time. In our acknowledgement, we will confirm that we are looking into the matter and, where possible, outline the next steps.

Investigation: A member of our management team will review your complaint. This may include checking booking records, job notes, photographs (if any), driver reports and any messages exchanged. We may contact you to clarify details or to obtain further information.

Response: After completing our investigation, we will provide a written response. This will explain our understanding of what has happened, any findings from our inquiries, and our decision on your complaint. Where appropriate, we will also set out what we propose to do to resolve the matter.

Timescales: We aim to provide a full response within a reasonable period from acknowledging your complaint. Complex matters may take longer, but we will keep you informed if more time is required.

Possible Outcomes and Remedies

Each complaint is considered on its own facts. Depending on the circumstances, possible outcomes may include:

An explanation or clarification of what occurred and why.

An apology where we conclude that our service has fallen below the standards we expect.

Practical steps to put matters right where this is possible, such as arranging a revisit to complete agreed work.

Consideration of goodwill gestures where appropriate, taking into account the nature of the issue, the impact on you, and any relevant terms and conditions.

Regardless of the outcome, we will explain our reasoning so you can see how we have reached our decision.

Escalating Your Complaint Internally

If you remain dissatisfied after receiving our formal response, you may request that your complaint is reviewed again. When asking for a review, please explain why you disagree with our decision and identify any information that you believe has not been considered.

A more senior member of our team will then reassess the complaint, taking into account your comments and all the evidence available. Following this review, we will provide a final written response setting out our conclusions.

Using This Procedure Responsibly

We expect anyone using this complaints procedure to act honestly and fairly. We will not tolerate abusive, threatening or discriminatory language or behaviour towards our staff. Where conduct is unreasonable, we may limit communication to written correspondence.

Learning From Complaints

Complaints help us improve the way we operate our removal services. We regularly review issues raised by customers to identify patterns, update our training and refine our procedures. This ensures that lessons are learned and that our service continues to develop in line with customer expectations.

Review of This Complaints Procedure

Man with Van Ratcliff keeps this complaints procedure under regular review to ensure that it remains clear, fair and effective. Any updates will apply to future complaints and will be made with the aim of providing a better experience for our customers.