Complaints Procedure
Man with Van Castelnau Complaints Procedure
Man with Van Castelnau aims to provide a reliable, careful and professional removal service for all customers. We recognise that, on occasion, things may not go to plan. This complaints procedure explains how you can tell us if you are unhappy, how we will respond, and the steps we will take to try to put things right.
Purpose and Scope of This Procedure
This complaints procedure applies to all services provided by Man with Van Castelnau, including home moves, small removals, man and van services, packing assistance and related transport. It covers concerns about the standard of service, conduct of staff, loss or damage to goods, delays, communication issues and billing disputes.
The procedure is designed to be straightforward, fair and accessible to all customers. We use feedback and complaints to review our performance and improve our removals and transport services.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether spoken or written, where you ask us to review our service or take corrective action. Common examples include:
Concerns about the handling, packing or transport of your belongings during a move.
Disputes about arrival times, collection or delivery schedules.
Issues relating to the attitude, behaviour or professionalism of our staff or contractors.
Questions or disagreements about quotes, charges or payments.
Any situation where you feel we have not met the standards we promised.
If you are unsure whether your issue is a complaint, please raise it with us and we will treat it appropriately.
How to Make a Complaint
You can make a complaint verbally or in writing. You may raise concerns on the day of your move with the driver or team on site, or you can contact our office after the service has been completed. Written complaints are often helpful because they provide a clear record of the issue.
When you submit your complaint, please include:
Your full name and any reference or job number associated with the removal.
The date and location of the service.
A clear description of what went wrong, including times and names if known.
Details of any loss, damage or additional costs you believe you have suffered.
What outcome you are seeking, such as an explanation, apology, correction or compensation.
Providing as much detail as possible helps us investigate your complaint efficiently and fairly.
Timescales for Raising a Complaint
We encourage you to raise any issues as soon as possible, ideally within 7 days of your move or service date. For complaints involving loss or damage to property, it is important that you notify us promptly so that we can assess the situation and, where relevant, review any photographs, inventories or other evidence.
While we will consider complaints made later than this, delays in reporting may affect our ability to investigate fully or offer certain remedies.
How We Will Handle Your Complaint
We follow a clear process when managing complaints:
Initial Acknowledgement
We aim to acknowledge your complaint as soon as reasonably possible. Where your complaint is made in writing, we will confirm that we have received it and explain the next steps in the process.
Investigation
Your complaint will be reviewed by a member of our management team who was not directly responsible for the issue you have raised, wherever possible. They may:
Review booking details, job sheets and any signed documents.
Speak with the driver or removal team involved.
Request photographs, receipts or other relevant evidence from you.
Consider any applicable terms and conditions or insurance arrangements.
Our goal is to understand what happened, why it occurred and what can be done to resolve the matter fairly.
Response and Outcome
Once we have completed our investigation, we will provide you with a response explaining:
Our understanding of the complaint and the facts we have established.
Whether we uphold the complaint in full, in part, or do not uphold it.
Any actions we will take, which may include an apology, service correction, remedial work, a goodwill gesture or, where appropriate, compensation in line with our terms and conditions.
We aim to issue a full response within a reasonable timeframe. If we need more time due to the complexity of the issue, we will let you know and keep you updated.
Escalating Your Complaint
If you are not satisfied with our initial response, you can ask for your complaint to be reviewed at a higher level within Man with Van Castelnau. In doing so, please explain why you disagree with our decision and what further action you are seeking.
The escalated review will look again at the evidence, our previous handling of the matter and any new information you provide. We will then issue a final position on your complaint.
Claims for Loss or Damage
Where your complaint relates to loss or damage to goods during a removal or transport service, we will consider your claim in line with our contract terms and any applicable insurance cover. You may be asked to provide:
Photographs of the damage.
Proof of purchase or approximate value.
Details of the condition of the item before the move.
It is important that you keep any damaged items and packaging until the matter is resolved, as they may need to be inspected.
Our Commitment to Fairness and Improvement
Man with Van Castelnau is committed to dealing with all complaints courteously, professionally and without discrimination. Raising a complaint will not affect your right to use our removal services in the future or the way you are treated by our staff.
We regularly review complaints and feedback to identify patterns, improve staff training and strengthen our procedures. This helps us continue to provide a dependable, careful man and van service for customers moving home, relocating items or arranging local transport.
Records and Privacy
We keep a record of complaints, investigations and outcomes for monitoring and quality control purposes. Any personal information you provide will be handled in accordance with our privacy practices and used only for dealing with your complaint and related administration.
If you have any concerns about how your information is used during the complaints process, please raise this with us when you submit your complaint.
Using This Procedure
We encourage any customer who is unhappy with any aspect of our removal or man and van services to use this complaints procedure. Clear communication helps us understand your experience, resolve issues and maintain the standard of service that customers expect from Man with Van Castelnau.
