Man and a Van London Complaints Procedure

This Complaints Procedure explains how Man and a Van London handles concerns and complaints about our removal and related services. Our aim is to resolve any issues quickly, fairly, and in a consistent manner so that customers feel confident using our moving services.

1. Purpose and Scope

This procedure applies to all customers who use Man and a Van London for removals, man and van services, packing, loading, unloading, or related activities. It covers complaints about service quality, conduct of staff or drivers, handling of goods, timings, charges, communication, and any aspect of your experience with our company.

We treat every complaint as an opportunity to review our performance and improve our services. All complaints are handled confidentially and in accordance with relevant UK consumer rights and data protection laws.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, from a customer who has received or booked our moving services and believes we have:

Failed to provide a service to an agreed standard,

Not followed our agreed terms or reasonable expectations,

Caused damage or loss to property during a move,

Acted in an unprofessional or discourteous manner, or

Incorrectly charged or billed for services.

We encourage customers to raise concerns as early as possible so we can resolve matters promptly, ideally during or immediately after the move.

3. Informal Resolution in the First Instance

Where possible, we recommend that you first raise your concern informally with the team member, driver, or coordinator managing your move. Many issues can be resolved quickly on the day, such as clarifying timings, addressing minor service concerns, or confirming agreed work and pricing.

If your issue cannot be resolved on the day or you remain dissatisfied, you should submit a formal complaint so that it can be properly recorded and investigated.

4. How to Make a Formal Complaint

You can make a formal complaint in writing. When submitting your complaint, please include:

Your full name and the address where the service was provided,

The date of your move or booking,

A clear description of the issue and what went wrong,

Any relevant reference or booking numbers, if available,

Details of any financial loss or damage, including photographs where possible, and

What outcome or resolution you are seeking.

Providing detailed information helps us investigate your complaint thoroughly and respond more efficiently.

5. Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. We will confirm that we have received your complaint and explain the next steps in the process, including who will be responsible for handling the investigation.

We aim to keep you informed throughout, especially if the matter is complex or requires further information from you or third parties.

6. Investigation and Assessment

Your complaint will be reviewed by an appropriate member of our management team who was not directly involved in the matter, where possible. The investigation may include:

Reviewing your booking details and service agreement,

Speaking with the staff or drivers involved in your move,

Examining any photographs, inventories, or condition reports,

Reviewing correspondence or notes taken during the booking and service, and

Assessing whether our procedures and standards were followed.

We may contact you if we require more information or clarification to fully understand your concerns.

7. Our Response and Timeframes

After investigating your complaint, we will provide a written response setting out:

Our understanding of your complaint,

The steps we took to investigate,

Our findings and conclusion, and

Any offer of remedy or actions we will take.

We aim to provide a full response within a reasonable time. If the complaint is complex or involves multiple parties, we may need longer, but we will keep you updated on progress and expected timeframes.

8. Possible Outcomes and Remedies

Depending on the nature of the complaint and our findings, potential outcomes may include:

An explanation or clarification of what occurred,

An apology where service fell below our standards,

Corrective actions, such as staff training or changes to procedures,

Rectification work, where appropriate, or

A goodwill gesture or partial refund, where justified.

Any financial remedies will be considered in line with our terms and conditions and relevant consumer legislation.

9. Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you may request an internal review. Your complaint and the original decision will then be reassessed by a more senior member of the management team who was not previously involved, where reasonably possible.

During this review, we will consider whether the original investigation was thorough, fair, and consistent with this procedure, and whether the outcome was reasonable in the circumstances.

10. Complaints Involving Damage or Loss

If your complaint involves alleged damage or loss of items during a move, you should inform us as soon as you become aware of the issue. To help us assess your claim, we may request:

Photographs of the damage,

Evidence of the condition of items before the move,

Proof of purchase or value where appropriate, and

Details of any relevant insurance policies you hold.

Claims for damage or loss are assessed in line with our terms and conditions, any agreed cover, and applicable law.

11. Data Protection and Confidentiality

All complaints are handled confidentially. Information about your complaint will only be shared with staff who need it to investigate and resolve the issue. We process personal data in line with our privacy commitments and applicable data protection regulations.

12. Continuous Improvement

Man and a Van London values feedback and uses complaints to improve the quality and reliability of our removal services. We may analyse complaint data to identify trends, training needs, and opportunities to enhance our processes and customer experience.

By following this Complaints Procedure, we aim to deal with all concerns in a fair, transparent, and timely manner, ensuring that customers can rely on our service when planning their move.