Man with Van Fortis Green Complaints Procedure

Man with Van Fortis Green aims to provide a reliable and professional removal service for every customer. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise concerns, how we will handle your complaint, and the steps we will take to resolve matters fairly and promptly.

Purpose and Scope of This Procedure

This procedure applies to all customers who use our man and van and removal services, including local moves, small property moves, and transport of goods. It covers concerns about service quality, staff conduct, delays, damage to belongings, billing issues, and any other aspect of our service that you feel has not met your expectations.

We use all complaints as an opportunity to review and improve our services, training, and internal processes, helping to maintain consistent standards for customers using our removal and transport services.

What We Consider a Complaint

A complaint is any expression of dissatisfaction, whether verbal or written, made by a customer about the services provided by Man with Van Fortis Green, where a response or resolution is expected. This may include, but is not limited to:

Service not delivered as agreed or expected.

Damage to or loss of items during loading, transport, or unloading.

Punctuality issues, such as late arrival or extended delays.

Concerns about the behaviour, attitude, or professionalism of our team.

Billing queries, including charges you believe to be incorrect.

How to Make a Complaint

You can raise a complaint verbally or in writing. While we accept complaints made by phone or in person, we recommend putting your concerns in writing wherever possible. Written complaints help ensure we understand the issues clearly and can investigate thoroughly.

When submitting a complaint, please provide the following information to help us handle your case efficiently:

Your full name and, if relevant, the name under which the booking was made.

The date of your move or service and the collection and delivery locations.

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

Details of any items damaged or missing, including descriptions and approximate value where relevant.

Any supporting information such as photographs of damage, copies of invoices, or written notes.

Timeframe for Raising Complaints

We encourage you to raise any concerns as soon as possible after the event, preferably within 7 days of your move or service. Reporting issues promptly allows us to investigate more effectively and increases the likelihood of a satisfactory resolution.

Complaints raised after a longer period will still be considered, but it may be more difficult to obtain all the necessary information, especially in relation to damage or loss of items.

How We Handle Your Complaint

Once we receive your complaint, we will follow a clear and structured process:

Initial acknowledgement. We will acknowledge your complaint and confirm that it is being reviewed. Where possible, this will be done within 3 working days of receiving your complaint.

Investigation. We will gather information relevant to your concerns. This may include speaking with the team members involved, reviewing schedules and booking details, examining photographs you provide, and assessing any related documentation.

Assessment. We will evaluate what went wrong, whether our standards or agreed terms were not met, and what steps are appropriate to address the issue.

Outcome and response. We will provide you with a clear response explaining our findings, any factors that contributed to the issue, and what we can offer as a resolution. We aim to provide a full response within 14 working days of acknowledging your complaint, although more complex cases may require additional time. If extra time is needed, we will let you know.

Possible Outcomes and Resolutions

Our priority is to resolve complaints fairly and proportionately. Depending on the nature and outcome of our investigation, resolutions may include one or more of the following:

A clear explanation or clarification where there has been a misunderstanding.

An apology where our service has fallen short of our standards.

Practical steps to put things right where reasonably possible.

A review of internal processes or additional training for staff.

Where appropriate and in line with any agreed terms and conditions, financial remedies, such as partial refunds or contributions toward repair or replacement of damaged items.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you may ask for your case to be reviewed again. In your request for escalation, please explain why you are unhappy with the original response and what outcome you are seeking. We will then carry out a further review, which may involve a more senior member of our team.

Following this review, we will provide a final response. This will outline our position and any further actions we are able to take. Once a final response has been provided, we may not be able to revisit the complaint unless new and relevant information comes to light.

Our Commitment to Fairness and Improvement

Man with Van Fortis Green is committed to treating all complaints seriously, fairly, and confidentially. Making a complaint will never affect your right to use our services in the future. We regularly review the nature and frequency of complaints to identify any trends and take appropriate action to improve our removal services and customer experience.

By following this Complaints Procedure, we aim to handle all concerns in a clear, consistent, and respectful manner, helping to maintain trust and confidence in our man and van services across the area we serve.