Complaints Procedure for Man with Van Freezywater

Man with Van Freezywater is committed to providing reliable, careful and professional removal services for homes and businesses. We recognise that, on occasion, things may go wrong or a customer may feel dissatisfied with some aspect of our service. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.

Our Commitment to You

We take all complaints seriously and use them as an opportunity to review and improve our services. Our aims when handling complaints are to:

Listen carefully to your feedback and understand what went wrong from your perspective.

Respond in a fair, courteous and timely manner.

Investigate all relevant facts before reaching a decision.

Offer a clear explanation, apology where appropriate, and a suitable resolution where possible.

Use what we learn to improve our removal and man and van services.

What This Procedure Covers

This procedure covers complaints relating to our removal and man and van services, including house moves, flat moves, office moves, local deliveries and associated services such as packing and loading. It applies to issues such as service quality, conduct of staff, punctuality, handling of goods, communication and administration.

This procedure does not cover matters that are not related to our services, or issues that are already being dealt with by an insurer, legal representative or external dispute resolution body. In such cases, we may still note your concerns, but the formal investigation may be limited to avoid duplication or conflict with other processes.

Raising a Complaint Informally

Many concerns can be resolved quickly and informally. If an issue arises during your move or shortly afterwards, we encourage you to raise it as soon as possible with the driver or team leader on site, or with our office contact if you are already speaking with them. Explaining your concern at an early stage often allows us to put things right immediately or clarify any misunderstanding.

If your concern is not resolved to your satisfaction informally, or if you prefer not to discuss it in this way, you may make a formal complaint as set out below.

How to Make a Formal Complaint

You should make your complaint in writing so that we have a clear record of your concerns. When submitting your complaint, please provide:

Your full name and the address where the removal service took place.

The date of your move or service.

A clear description of what happened, including any relevant times and the names or roles of any staff involved, if known.

Details of any damage, loss or other specific issues you wish to raise.

Any supporting information you feel is relevant, such as photographs, inventory notes or correspondence.

What outcome or resolution you are seeking, if you have a particular request.

Written complaints will be acknowledged and handled in line with the stages described below.

Timescales for Submitting a Complaint

To allow us to investigate effectively, we ask that you raise formal complaints as soon as reasonably possible after the service. In general, complaints should be submitted within a reasonable period from the date of your move, particularly where they relate to damaged or missing items. Complaints raised after a long delay may be more difficult to investigate fully, and this may affect the options available for resolution.

Stage One: Acknowledgement and Initial Review

Once we receive your written complaint, we will acknowledge it in writing. In this acknowledgement we will confirm that we have received your complaint and outline the next steps. We will assign a responsible person to review your concerns. This may be a manager or another senior member of our team who was not directly involved in the service you are complaining about.

During the initial review we may contact you to clarify any details or request additional information. This helps ensure that we understand your complaint fully before moving on to the investigation stage.

Stage Two: Investigation

The assigned person will investigate your complaint by gathering and reviewing all relevant information. This may include:

Speaking to staff members who were involved in your removal or man and van service.

Reviewing job sheets, booking details, inventories and any notes taken on the day.

Examining photographs, correspondence or other evidence you have provided.

Checking our internal policies, procedures and service standards.

We aim to conduct this investigation promptly and objectively. If the investigation is likely to take longer than normal, we will keep you informed and, where possible, provide an estimated timescale for completion.

Stage Three: Response and Outcome

After the investigation is complete, we will provide you with a written response. This will explain:

The issues you raised in your complaint.

The steps we took to investigate the matter.

Our findings and conclusions.

Any actions we propose to take as a result.

Where your complaint is upheld in full or in part, we may offer one or more of the following, depending on the circumstances:

A clear explanation of what went wrong.

A written apology.

A practical remedy, which may include corrective action, service improvements or, where appropriate and subject to our terms, financial or other compensation.

If we do not uphold your complaint, we will explain the reasons for our decision. Even where a complaint is not upheld, we may still identify ways to improve our processes or communication and will take that learning forward.

Escalating Your Complaint

If you are not satisfied with the outcome at Stage Three, you may ask us to review the decision. You should do this in writing, explaining why you remain dissatisfied and what you would like us to reconsider. Where possible, your complaint will then be reviewed by a more senior person who has not previously been involved in your case. We will confirm whether any further internal review is possible and advise you of the final position once this review is complete.

Confidentiality and Data Protection

All complaints are handled in confidence. Information about your complaint will only be shared with those who need it in order to investigate and respond. We will store and process any personal data you provide in line with our data protection responsibilities and only keep it for as long as necessary for the purposes of handling your complaint and meeting our legal obligations.

Using Complaints to Improve Our Services

We record and monitor complaints and feedback relating to our removal and man and van services. This helps us identify patterns, recurring issues and areas where we can strengthen training, procedures and customer communication. By following this Complaints Procedure, we aim not only to resolve individual concerns but also to continually improve the service we provide to customers across our operating area.