Complaints Procedure

Complaints Procedure for Man With a Van Maida Hill

This complaints procedure explains how Man With a Van Maida Hill manages concerns and complaints about our man and van and removal services. Our aim is to resolve issues quickly, fairly and transparently, while using feedback to improve the way we work.

Our Commitment to You

We are committed to providing a reliable, professional service for customers booking home moves, flat moves, office relocations, and single item or van-only services. If something goes wrong, we want to know about it so we can put it right where possible and prevent it from happening again.

All complaints are treated seriously and handled with respect. Making a complaint will never affect your right to use our services in the future or the way we treat you as a customer.

What This Procedure Covers

This procedure covers complaints relating to:

Service standards, including punctuality, handling of belongings, conduct and behaviour of staff or drivers, communication before, during or after your move, accuracy of quotes and booking details, and issues with the completion of your removal or man and van service.

It also covers concerns about how we have handled a previous complaint. This procedure does not cover disputes that are already the subject of legal action or insurance claims, although we will still cooperate fully where relevant.

Raising a Concern Informally

If you experience a problem during your move or shortly afterwards, we encourage you to raise it as soon as possible with the person in charge on the day, or with our office contact if you have one. Many issues can be resolved quickly at this stage through discussion, clarification, or minor adjustments to the service.

If your concern is not resolved to your satisfaction informally, or if you prefer not to raise it at the time, you can submit a formal complaint using the steps set out below.

How to Make a Formal Complaint

You should make your complaint as soon as reasonably possible after the issue arises. Providing clear detail helps us investigate thoroughly. When you contact us to make a complaint, please include, where possible:

Your full name, postal address, and preferred method of contact, your booking reference or the date and approximate time of your move, the addresses we collected from and delivered to, a clear description of what went wrong and when it happened, the names of any staff or drivers involved, if known, any photographs, notes, or other evidence that may help us understand the issue, and what outcome you are seeking, for example an explanation, apology, corrective work, or discussion about compensation.

You may submit a complaint in writing or verbally. If you make a verbal complaint, we may ask you to confirm key details in writing so that there is a clear record of your concerns.

Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint, explain who will be handling the investigation, and provide an estimated timescale for our full response.

If we need more information to begin investigating, we may contact you to clarify certain points or request additional details. Providing this information promptly will help us progress your complaint more quickly.

How We Investigate Complaints

Your complaint will be reviewed by a person with appropriate responsibility and independence from the events described, where possible. The investigation may include speaking with the staff or drivers involved, reviewing booking records, route and timing information, and any photographs or notes taken on the day, and considering any evidence or supporting information you have provided.

We aim to complete most investigations within a reasonable period. If the matter is complex or requires more time, we will keep you updated and let you know when you can expect a further response.

Our Response and Possible Outcomes

At the end of our investigation, we will provide a clear written response. This will summarise the complaint as we understand it, outline the steps we took to investigate, state our findings, and explain any actions we will take as a result.

Depending on the outcome, actions may include an explanation of what happened, an apology where appropriate, practical steps to put things right where possible, service improvements or additional staff training, or a discussion about any goodwill gesture. Any offer we make will be based on the circumstances of the case, the evidence available, and our terms and conditions.

If You Are Not Satisfied with the Outcome

If you remain unhappy with our response, you can ask for your complaint to be reviewed. You should do this within a reasonable period of receiving our decision. When you request a review, please explain why you are dissatisfied and highlight any information you feel has not been properly considered.

A review will normally be carried out by a different person from the one who handled the initial investigation, where possible. The reviewing person will look again at the evidence, the process followed, and the decision reached. Following this review, we will write to you with our final position.

Time Limits for Complaints

We encourage customers to raise complaints as soon as they become aware of a problem, ideally within a short period of the move. Delays may make it more difficult to gather accurate information, particularly in relation to the condition of items or the circumstances on the day.

In some cases, we may not be able to consider complaints that are raised after a significant amount of time has passed, especially where there is insufficient evidence to investigate fairly.

Confidentiality and Data Protection

All complaints are handled in confidence. Information about your complaint will only be shared with those who need it to investigate and respond. We handle personal data in line with our data protection obligations and only retain complaint records for as long as necessary for legitimate business and legal purposes.

Using Your Feedback to Improve Our Services

Complaints and feedback are an important part of how Man With a Van Maida Hill improves its removals and man and van services. We review complaints regularly to identify trends, update our procedures, and provide additional guidance or training to our teams. Our intention is to deliver a dependable, courteous and efficient service for every move, and your feedback helps us to achieve that.