Complaints Procedure for Man with Van Upper Walthamstow

This complaints procedure explains how customers of Man with Van Upper Walthamstow can raise concerns about our removal services, and how we will handle, investigate, and respond to those concerns. Our aim is to provide a clear and fair process that helps resolve issues quickly and professionally.

1. Purpose and scope

This procedure applies to all customers who use our man and van and household or office removal services. It covers complaints about the quality of service, conduct of staff or drivers, handling of goods, punctuality, and communication before, during, or after a move.

We treat all complaints seriously, whether they are minor concerns or more significant issues involving loss, damage, delays, or dissatisfaction with the standard of our work. This procedure does not affect your statutory consumer rights.

2. What we consider a complaint

A complaint is any expression of dissatisfaction, whether spoken or written, where you ask us to review and respond to an issue with our service. Examples include:

Service quality, such as delays, incomplete work, or failure to follow agreed instructions.

Handling of belongings, including alleged damage, loss, or poor packing and loading practices.

Behaviour or attitude of our staff or drivers during collection, transport, or delivery.

Communication issues, such as unclear pricing, inaccurate information, or failure to keep you updated.

Billing concerns, where you believe you have been charged incorrectly or in a way that was not agreed.

3. How to make a complaint

We encourage you to raise concerns as soon as possible, so that we can try to resolve them quickly. You may make a complaint verbally or in writing.

If you wish to complain on the day of your move, please speak to the driver or team leader first to see if the issue can be resolved immediately. If this is not possible or you remain unhappy, you may escalate the matter to our office in writing.

When making a complaint, please provide the following information where possible:

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

The date of your move and approximate time of the issue.

A clear description of what went wrong and how it affected you.

Details of any property or items involved, including photographs if damage is alleged.

Any reference number or booking details you have.

4. Time limits for complaints

We ask that complaints relating to our man and van and removal services are made as soon as reasonably practical after the issue occurs. Where a complaint relates to possible loss or damage to goods, you should notify us as soon as you become aware of the problem.

Prompt notification helps us investigate more effectively, review driver logs and schedules, and check any relevant documentation relating to your move.

5. Acknowledgement of your complaint

Once we receive your written complaint, we will record it in our internal system and begin a review. We will normally send you an acknowledgement confirming that we have received your complaint and that it is being investigated.

In our acknowledgement, we will explain the next steps we will take and the expected timescale for a full response.

6. Investigation process

We aim to carry out a fair and thorough investigation. This may include:

Reviewing your booking details, inventory, and any agreed service description.

Checking timings, route information, and staff allocation for your removal.

Speaking with the driver or removal team involved to obtain their account.

Examining any photographs, messages, or other evidence you have provided.

Assessing whether our internal procedures and service standards were followed.

In some cases, we may contact you for further information or clarification during the investigation.

7. Our response and possible outcomes

After completing our investigation, we will provide a written response outlining:

Our understanding of the complaint.

The steps we took to investigate.

Our findings on whether the complaint is upheld in full, in part, or not upheld.

Any actions we propose to take to put matters right, where appropriate.

Depending on the circumstances, possible outcomes could include an apology, clarification of our policies, a review of our procedures, staff training, or other reasonable steps. Where loss or damage is involved, any remedy will be assessed in line with our terms and conditions and any applicable limitations of liability.

8. Timeframe for resolving complaints

We aim to provide a full written response within a reasonable period from acknowledging your complaint, taking into account the nature and complexity of the issues and the availability of evidence and staff. If we cannot respond fully within this period, we will update you and explain the reason for any delay and when you can expect a final response.

9. If you are not satisfied

If you are unhappy with our response, you may contact us again to explain why you remain dissatisfied and what outcome you are seeking. We will review your comments, consider whether any further investigation is needed, and confirm our final position.

Once we have confirmed our final position, our internal complaints procedure will be considered complete. You may then seek independent advice regarding your rights and any further options that may be available to you under consumer law.

10. Professional conduct and fairness

We are committed to treating every complaint fairly and respectfully. Making a complaint will not affect the standard of service you receive from us in any current or future bookings. We expect our staff and customers to remain polite and constructive throughout the process.

11. Continuous improvement

We review complaints regularly to identify any recurring issues that may affect our man and van or removal services. Where appropriate, we use this information to improve our training, processes, and customer communication, with the aim of providing a consistently reliable service for customers in our operating area.

By setting out this complaints procedure clearly, Man with Van Upper Walthamstow seeks to provide transparency and reassurance to all customers who choose us for their moving and transportation needs.