Complaints Procedure

Dartford Man and Van Complaints Procedure

This Complaints Procedure explains how customers of Dartford Man and Van can raise concerns about our man and van and removal services, and how we will work to resolve them. We aim to provide a reliable, professional service for moves of all sizes, but we recognise that occasionally things may not go as planned. When that happens, we want to know so we can put matters right and improve our service.

Our Commitment to You

We are committed to treating every complaint seriously, fairly and promptly. Our goals are to:

Listen carefully to what has gone wrong from your perspective.

Investigate the facts in a balanced and objective way.

Provide a clear response within reasonable timescales.

Offer appropriate remedies where we are at fault.

Use your feedback to help prevent similar issues in the future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you would like a response or resolution. This can include:

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

Issues with the handling, loading, unloading or transport of your items.

Disputes about timings, delays, or missed appointments.

Queries about the accuracy of quotes, charges or invoices.

Concerns about damage, loss, or the condition of goods after a move.

If you are unsure whether your concern is a complaint, you may still raise it with us and we will treat it in line with this procedure.

How to Make a Complaint

You may raise a complaint as soon as you become aware of a problem. The sooner you contact us, the easier it is for us to investigate and resolve the issue. You can complain in writing or verbally. When you contact us, please provide:

Your full name and the address where the service was provided.

The date of your move or booking, and any reference number you were given.

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

Details of any team members involved, if known.

Details of any damage, loss, or additional costs you believe were caused.

Any supporting information that may assist our investigation, such as photographs of damage or copies of paperwork.

Stage One: Initial Resolution

Where possible, we encourage you to raise any concerns at the time of service with the team on site or with our bookings contact. Many issues can be resolved quickly and informally through discussion and clarification.

If your concern cannot be resolved immediately, or if you prefer not to discuss it on the day, it will be handled as a formal complaint. We will explain this procedure to you and record the details so that a member of our management team can review the matter.

Stage Two: Formal Complaint Review

Once your complaint is recorded, we will acknowledge it and begin our investigation. We will review the information you have provided along with any relevant internal records, such as job sheets, booking notes, staff statements, photographs, and vehicle logs.

We aim to provide a full written response within a reasonable timescale from the date we receive all necessary details. In more complex cases, where further time is required, we will keep you informed of our progress and let you know when you can expect a final response.

Our written response will normally include:

A summary of your complaint and the issues you have raised.

Details of the investigation steps we have taken.

Our findings based on the available evidence.

Any offer of remedy or explanation where we consider we are at fault.

Information about what you can do if you remain dissatisfied.

Possible Outcomes and Remedies

The outcome of a complaint will depend on the specific circumstances of your move and the findings of our investigation. Where appropriate, we may offer one or more of the following:

An apology and explanation of what went wrong.

Corrective action, such as arranging a revisit where practical.

A goodwill gesture, where suitable.

A contribution toward repair or replacement, in line with our terms and conditions and any applicable insurance cover.

Confirmation of measures we will take to prevent similar issues in future, such as staff training or process changes.

In some cases, we may conclude that we are not responsible for the issue raised. Where this happens, we will explain clearly how we reached that conclusion.

Escalation if You Are Still Unhappy

If, after receiving our formal response, you feel that your complaint has not been handled fairly or fully, you may ask for it to be reviewed by a senior member of our management team. When you request an escalation, please explain:

Which parts of our response you disagree with.

Any information you believe we have overlooked or misunderstood.

What outcome you are seeking.

The senior review will focus on whether the original investigation was thorough and whether the outcome was reasonable in light of the evidence. We will then provide you with a final response setting out our position.

Your Responsibilities When Complaining

To help us resolve your complaint efficiently, we ask that you:

Raise concerns as soon as possible after the event.

Provide information that is accurate, complete and honest.

Keep any relevant items, packaging or evidence where safe and possible.

Communicate with our team in a respectful and constructive manner.

This allows us to focus on resolving the problem fairly for everyone involved.

Data Protection and Confidentiality

All complaints are handled in line with our obligations under data protection law. Information about your complaint will only be shared with those who need it to investigate and resolve the issue, or where we are legally required to disclose it. We store complaint records securely and retain them for an appropriate period to monitor service quality and identify areas for improvement.

Continuous Improvement

Dartford Man and Van uses feedback and complaints to review how our removal and man and van services are delivered. By raising your concerns, you help us to refine our processes, improve staff training and enhance the moving experience for all customers.

This Complaints Procedure does not affect your statutory rights. It is intended to give you a clear and fair route to raise concerns and to understand how we will respond.