Complaints Procedure for Man With a Van Walthamstow

At Man With a Van Walthamstow, we are committed to providing a reliable, professional and friendly removals and man and van service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

The purpose of this complaints procedure is to provide a clear, fair and accessible route for customers to tell us when they are unhappy with any aspect of our home or office removal services, deliveries, packing, loading, unloading or customer care. We use all feedback, including complaints, to improve our services and to help prevent similar issues from occurring in the future.

What Is Considered a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you would like a response or a resolution. This may include concerns about punctuality, conduct of staff, handling of your belongings, condition of items on delivery, charges, communication, or any part of the moving or booking process.

If you are unsure whether your concern counts as a complaint, please raise it with us anyway. We will treat it seriously and respond appropriately.

How to Raise a Complaint

You can raise a complaint in any written form that is convenient for you, such as a letter or a message through the same channel you originally used to make your booking or enquiry. Verbal complaints made in person or over the phone during or after a move will be noted, but we may ask you to confirm the details in writing so that we have a clear record and can investigate properly.

When you contact us, please provide as much information as you can, including:

The date of your move or service, the addresses involved in the move, a brief description of what went wrong, any relevant timings and names of staff you dealt with, any damage, losses or issues you noticed, and what you would consider to be a fair outcome or resolution. Supplying photographs or an inventory can be very helpful where damage or loss is being reported.

Time Limits for Making a Complaint

We ask that you raise any complaint as soon as possible after the event so that we can investigate while the details are still clear. For issues relating to damage or loss of items, we ask that you notify us in writing as soon as you become aware of the problem. While we will always try to consider reasonable complaints made later, delays may make it harder to investigate fully.

How We Will Handle Your Complaint

Once we receive your complaint, we will follow these steps:

Acknowledgement: We will acknowledge receipt of your complaint in writing. This acknowledgement will confirm that we are looking into the matter and may request any further details we require.

Initial Review: We will review the information you have provided alongside our booking records, job sheets, driver and porter reports, photographs and any other relevant documentation.

Investigation: Where necessary, we will speak with the staff involved and, if appropriate, ask you for additional information or clarification. Our aim is to understand exactly what happened and why.

Outcome and Response: When our investigation is complete, we will provide you with a written response explaining our findings, any steps we have taken or will take to put things right, and any changes we will make to improve our removals and man and van services in the future.

Timescales for Response

We aim to acknowledge all complaints within a reasonable period from receiving them. We will then aim to provide a full written response after our investigation has been completed. If the issue is complex or requires further time, we will let you know and keep you updated on progress until a final response is issued.

Possible Outcomes and Resolutions

Depending on the nature of your complaint and the outcome of our investigation, we may offer one or more of the following:

An explanation of what happened and why, an apology where we are at fault, corrective action such as staff guidance or training, a review and change in our internal procedures to prevent similar issues, and where appropriate and reasonable, a gesture of goodwill or contribution towards repair or replacement, taking into account our terms and conditions and any applicable limitations of liability for removal and transport services.

Escalating Your Complaint

If you are not satisfied with our initial response, you may ask for your complaint to be reviewed again. When doing so, please explain why you are unhappy with the outcome and what you believe has not been properly addressed. We will carry out a further review of your complaint, the evidence and the previous response, and provide you with a final position.

Our Commitment to Fairness and Privacy

All complaints will be handled professionally, fairly and without discrimination. We will treat you with respect and expect the same courtesy towards our staff. Any personal information you provide as part of a complaint will be handled in line with our privacy practices and used only for the purposes of investigating and responding to your concerns.

Continuous Improvement

We value all feedback from customers using our man and van and removals services, whether for small local moves, larger property moves or collections and deliveries. Complaints are reviewed periodically to identify patterns or recurring issues so that we can improve our planning, communication, handling and overall service quality.

By setting out this complaints procedure clearly, we aim to give you confidence that any concerns you raise will be taken seriously, investigated thoroughly and used to help us deliver a better, more reliable moving service in future.