Complaints Procedure

Complaints Procedure for Man with Van Maida Vale

This Complaints Procedure explains how customers of Man with Van Maida Vale can raise concerns about our removal and transport services, and how we will handle and respond to those concerns. Our aim is to resolve issues fairly, efficiently and with as little disruption to your move as possible.

Our Commitment to You

Man with Van Maida Vale is committed to providing a professional, reliable and courteous moving service. We recognise that occasionally things may not go as planned. When this happens, we want to hear about it so we can put matters right and improve our service for future customers.

Every complaint is taken seriously and is treated with respect, confidentiality and impartiality. You will not be treated unfavourably for raising a complaint in good faith.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may include issues related to:

Service quality during your removal or delivery, timekeeping and reliability, behaviour or conduct of staff, care and handling of your belongings, accuracy of information provided before or after your booking, invoicing, charges or payment disputes, and communication before, during or after your move.

We encourage you to raise concerns as soon as possible so that we can address them promptly.

Raising a Complaint Informally

In many cases, concerns can be resolved quickly and informally. If an issue arises on the day of your move or shortly afterwards, you are encouraged to speak to the team member in charge or the driver where appropriate. They will do their best to resolve matters on the spot where it is safe and reasonable to do so.

If the issue cannot be resolved immediately, or if you prefer not to raise it with the crew at the time, you can make a formal complaint using the process below.

How to Make a Formal Complaint

If you wish to make a formal complaint, please provide the details of your concern in writing. Written complaints allow us to keep a clear record of your case and ensure nothing is overlooked during the investigation.

When submitting your complaint, please include the following information where possible:

Your full name, your preferred contact method, your booking or reference number if available, the date and location of your move, a clear description of what went wrong, the names of any staff involved if known, and any supporting details, such as photographs or a list of damaged or missing items.

Providing as much detail as you can helps us investigate your complaint thoroughly and respond more quickly.

Time Limits for Making a Complaint

We ask that complaints are raised as soon as reasonably possible after the event. For damage or loss to items, you should notify us as soon as you become aware of the issue, ideally within a short period after the move is completed. This enables us to verify facts, assess any damage and review crew reports while information is still fresh.

While we will consider complaints raised later, delayed notification may affect our ability to investigate fully or to offer certain types of remedy.

Acknowledgement of Your Complaint

Once we receive your written complaint, we will send an acknowledgement to confirm that it has been received and is being reviewed. In most cases this acknowledgement will be provided within a few working days.

The acknowledgement will outline the next steps in the process and may request any additional information that we need in order to complete our investigation.

How We Investigate Complaints

Complaints are investigated by a person with appropriate authority who was not directly involved in the original issue wherever possible, to ensure fairness and objectivity.

Our investigation may include reviewing booking details and job notes, speaking with the crew members involved, examining photographs or other evidence you have supplied, and where relevant, reviewing our policies and procedures that apply to your case.

We aim to complete investigations and provide a full response within a reasonable timeframe. If more time is required due to complexity or the need to obtain additional information, we will let you know and give an updated timescale.

Our Response and Possible Outcomes

Once the investigation is complete, we will provide a clear written response. This will explain our understanding of the complaint, the steps taken to investigate, our findings based on the evidence available, and any action we propose to take.

Depending on the circumstances, possible outcomes may include an explanation or clarification, an apology where appropriate, practical steps to remedy an issue, a goodwill gesture, or a review of internal procedures and staff training.

If your complaint relates to alleged damage or loss, any offer of remedy will be made in accordance with the terms and conditions agreed at the time of booking and any applicable limitation or liability provisions.

If You Are Not Satisfied with the Outcome

If you remain dissatisfied after receiving our formal response, you may ask for your complaint to be reviewed again. Please explain why you disagree with the outcome and provide any additional information that you believe has not been considered.

A further review will be carried out by a senior member of our team who has not previously handled your complaint, where possible. We will then provide a final response.

Persistent or Unreasonable Complaints

While we are committed to dealing with all complaints fairly and respectfully, we may limit or restrict communication where a complaint becomes persistent, abusive or vexatious. This may include setting clear boundaries for future contact or, in extreme cases, ceasing communication on a matter that has been fully investigated and addressed.

Data Protection and Confidentiality

All information provided in connection with a complaint is treated as confidential and handled in line with data protection principles. Details of your complaint will only be shared with those who need the information to investigate and respond to the issues raised.

Continuous Improvement

We use the feedback we receive through complaints and customer comments to review and improve our removal services. By telling us what went wrong, you help us identify areas where our service, training or processes can be strengthened for customers across our operating area.

Man with Van Maida Vale appreciates the time you take to raise concerns and is committed to resolving them in a fair, transparent and timely manner.