Complaints Procedure

Man with Van Aldwych Complaints Procedure

Man with Van Aldwych is committed to providing reliable and professional removal and transport services. We aim to deliver a smooth experience for every customer, but we understand that occasionally things may not go as planned. This complaints procedure explains how you can raise concerns, how we will respond, and the steps we take to resolve issues fairly and promptly.

Purpose of This Complaints Procedure

The purpose of this procedure is to give customers a clear and simple way to tell us when something has gone wrong in relation to our man and van or removal services. It also sets out how we will investigate, respond and, where appropriate, put things right. All complaints are treated seriously and are used to help us improve the quality of our services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether removal, packing, loading, unloading, transport, or related customer service. This may include, but is not limited to:

Concerns about the standard of our work, including punctuality, care taken with goods, or conduct of our staff.

Disputes about charges, quotes, or additional fees for our man and van services.

Issues with communication, booking management, or follow-up after a job has been completed.

Any situation where you feel we have not met our stated service standards or reasonable expectations.

How to Make a Complaint

You can make a complaint in writing or verbally. While verbal complaints are accepted, we encourage written complaints as they help reduce misunderstandings and allow us to review all details carefully.

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

Your full name and the date of the service.

The collection and delivery locations used for your move or transport.

A clear description of what went wrong and when it happened.

Any relevant booking reference or invoice number.

Details of any conversations already held with our team about the issue.

What you consider to be a fair resolution.

Time Limits for Making a Complaint

We ask that complaints are raised as soon as reasonably possible after the service has taken place. For issues involving potential damage to goods or property, you should inform us at the earliest opportunity. The sooner we are informed, the easier it is to investigate, gather evidence, and provide a fair and accurate response.

How We Handle Your Complaint

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

1. Acknowledgement: We will acknowledge that we have received your complaint and confirm that it is being reviewed. Where possible, this will include the name or position of the person handling your case.

2. Initial Review: We will assess the details of your complaint, check the booking information, and review any relevant notes, photographs, or messages relating to your service.

3. Investigation: Where necessary, we will speak to the staff involved, check schedules and route details, and examine any supporting evidence you have provided, such as photographs or item lists for removals.

4. Response: Once the investigation is complete, we will provide you with a written or verbal response outlining our findings, any steps we have taken, and any proposed resolution.

Timeframe for Responses

We aim to resolve most complaints as quickly as possible. Simple issues may be resolved within a few working days. More complex matters, for example those involving claims of damage or disputed charges, may take longer. In such cases, we will keep you informed of progress and give you an indication of when you can expect a full response.

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, where appropriate, why it occurred.

A sincere apology where we have fallen short of our standards.

Corrective action on future bookings, such as improved instructions or revised processes.

In specific circumstances and in line with our terms and conditions, a financial adjustment, partial refund, or other goodwill gesture.

We will always aim for a resolution that is fair, reasonable, and consistent with our obligations and service terms.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint at the first stage, you may request that it be reviewed again. When asking for an escalation, please explain why you disagree with the outcome and provide any additional information that you believe has not been considered.

We will then arrange for a further review, which may involve a different member of our team where practical. Following this review, we will inform you of our final position on the matter.

Our Commitment to Fairness

All complaints are handled impartially. We will not treat you differently or reduce the level of service offered to you now or in the future because you have made a complaint. We welcome customer feedback as it helps us improve our removal and transport services, including how we handle items, schedule jobs, and communicate with customers.

Confidentiality and Data Protection

Information you provide as part of a complaint will be handled confidentially and used only for the purpose of addressing the issue raised and improving our services. Your personal details will be processed in line with our data protection responsibilities and will not be shared unnecessarily.

Continuous Improvement

We regularly review complaints and feedback to identify recurring issues and areas where our man and van and removal services can improve. This may include staff training, revising internal procedures, or enhancing how we plan and manage moves. By learning from each complaint, we aim to reduce the likelihood of similar issues arising in the future and to deliver a more reliable and professional service to all customers.