Complaints Procedure for Man with Van Maida Vale

This complaints procedure explains how customers of Man with Van Maida Vale can raise concerns, how we will respond, and what you can expect from us throughout the process. It applies to all removal and transport services we provide, including local and longer distance moves, collection and delivery, and related man and van services.

Our Commitment to Handling Complaints

Man with Van Maida Vale is committed to providing a reliable, careful and professional removals service. We aim to resolve any concerns quickly, fairly and in a transparent way. We treat all complaints seriously, whether they relate to service quality, conduct of staff, handling of belongings, timeliness, pricing, or any other aspect of our work.

We use feedback and complaints to improve our services, staff training and operational procedures. Raising a concern will not affect your right to continue using our services or your legal rights in any way.

What This Procedure Covers

This complaints procedure covers issues such as:

Service delivery problems, including delays, missed collections or deliveries, or incomplete work. Concerns about the handling, loading, unloading or transport of goods. Allegations of damage to property or belongings during a move. Disputes regarding charges, quotes or invoicing. Behaviour, attitude or conduct of drivers, porters or office staff. Any health and safety concerns related to our work at your property or on the road.

This procedure does not limit any statutory rights you may have in relation to consumer, contract or transport law.

How to Make a Complaint

We encourage you, where possible, to raise any concerns as soon as you become aware of them. Many issues can be resolved quickly and informally by discussing them with the driver or team on the day of your move, or with our office during normal business hours.

If the issue cannot be resolved informally, or you prefer to make a formal complaint, please submit your complaint in writing. Describe clearly what happened, when it happened, the location, any names of staff involved, and what outcome you are seeking. If relevant, include details such as job reference, booking or invoice number, and any supporting information such as photographs of alleged damage or copies of written correspondence.

Written complaints help us to keep accurate records and to investigate your concerns properly. If you need assistance setting out your complaint, please let us know and we will do our best to help.

Time Limits for Making a Complaint

To allow us to investigate effectively, we ask that complaints relating to a specific removal or man and van job are raised as soon as reasonably possible. In particular, where your complaint involves damage or loss of items, we strongly recommend that you notify us in writing within a short time of the completion of the move.

While we will always consider the circumstances, late notification can make it more difficult to obtain evidence, statements and accurate recollections from everyone involved.

How We Will Respond

Once we receive your formal complaint, we will acknowledge it in writing. In our acknowledgement we will confirm that we have received your complaint and outline the next steps in the process.

We will then allocate your complaint to an appropriate person within the business to investigate. Our aim is to provide you with a full written response within a reasonable timescale. If the matter is complex or requires further information, we may contact you to clarify details or request additional evidence.

If we are unable to provide a full response within our normal timescale, we will let you know, explain the reason for the delay and give you an updated estimate of when you can expect a final reply.

Our Investigation Process

During our investigation, we may:

Review all relevant records, including bookings, job sheets and photographs taken before or after the move. Obtain statements from staff involved or from any third parties where this is appropriate. Consider any evidence you have provided, including photographs, receipts or repair estimates. Assess whether our service met our internal standards and any relevant industry guidance.

We will consider your complaint fairly and objectively, taking into account all the information available. Where part of a complaint is upheld and part is not, we will explain our reasoning clearly.

Outcomes and Remedies

Following our investigation, we will write to you with our findings and outcome. Depending on the circumstances, this may include:

An explanation of what happened and, where appropriate, an apology. Information about any steps we have taken or will take to put things right. Details of any practical remedy or goodwill gesture we are prepared to offer. Confirmation of any changes we plan to make to our procedures or staff training to reduce the risk of similar issues in future.

Any offer of remedy will take into account the nature of the issue, applicable terms and conditions, and relevant legal and insurance considerations relating to removal services.

If You Are Not Satisfied

If you remain dissatisfied after our written response, you can contact us again and explain why you do not agree with our findings or proposed outcome. You may provide any further information that you believe has not been taken into account.

Where appropriate, we may review the complaint again, which could involve a more senior person within Man with Van Maida Vale considering the matter. We will then confirm our final position to you in writing.

Using Feedback to Improve Our Removals Service

Every complaint and piece of feedback helps us improve the service we provide to customers using our man and van and removal services. We regularly review complaints data to identify patterns, training needs and opportunities to enhance our handling, scheduling and customer communication across our operating area.

By following this complaints procedure, our aim is to ensure that any concerns are dealt with respectfully, promptly and consistently, and that customers feel listened to and treated fairly at all times.