Complaints Procedure for Man and a Van Docklands
Man and a Van Docklands is committed to providing a reliable, professional removal and man and van service. We aim to resolve any concerns quickly, fairly, and in a way that helps us continually improve. This complaints procedure explains how you can raise an issue with us, what information we need, and how we will respond.
Our Commitment to You
We understand that moving home or office can be stressful, and any problems during a move can be particularly worrying. When a complaint is raised, we will:
Listen carefully to what went wrong from your perspective, treat you with respect and courtesy at all times, investigate the matter thoroughly and impartially, keep you informed of progress, and provide a clear, reasoned response and, where appropriate, a suitable remedy.
Scope of This Complaints Procedure
This procedure applies to all customers who have used, or attempted to use, our man and van or removal services. You can complain about any part of our service, including booking arrangements, punctuality and attendance, handling and transport of items, conduct of staff, quality of work, or after-move support and communication.
Raising a Complaint Informally
Many issues can be resolved quickly by discussing them with a member of our team as soon as they arise. If you experience a problem on the day of your move, please speak to the team leader on site in the first instance. They will do their best to correct the issue immediately, where possible.
If the team on site cannot resolve the matter to your satisfaction, or if your concern arises before or after the move date, you can escalate the issue using the formal complaints process described below.
How to Make a Formal Complaint
If you wish to make a formal complaint about our removal or man and van services, please contact us in writing. Written complaints help us understand exactly what happened and provide a clear record of the issue and our response.
When submitting your complaint, please provide the following information so we can investigate effectively:
Your full name and the address where the service was provided, the date of your move or the scheduled service date, a description of the service you booked, including any specific instructions you gave us, a clear explanation of what went wrong and when it occurred, details of any conversations already held with our staff about the issue, and what outcome or resolution you are seeking, where relevant.
Please ensure that your complaint is made as soon as reasonably possible after the event. This helps us gather accurate information from staff and, where applicable, review any relevant paperwork.
Timescales for Acknowledgement and Response
We aim to acknowledge all written complaints within a reasonable timeframe from receipt. In our acknowledgement, we will confirm that we have received your complaint, explain who will be handling it, and provide an estimated timescale for a full response.
We aim to complete our investigation and provide a detailed written response within a reasonable period. If, due to the complexity of the issue or the need to speak to multiple team members, we require more time, we will let you know and give you an updated timescale.
How We Investigate Complaints
When we receive your complaint, we will review the information you have provided and any records we hold about your booking, including quotes, job sheets, and any notes made by staff. We may contact you to clarify details or request additional information.
Our investigation may involve speaking to the team members who carried out your move, reviewing any relevant documentation relating to your removal service, assessing whether our agreed terms and conditions were followed, and considering whether our service met our usual standards.
We will then decide whether your complaint is upheld in full, upheld in part, or not upheld, and identify any steps we should take.
Our Response and Possible Outcomes
Once our investigation is complete, we will send you a clear written response setting out what we have found, any factors that influenced our decision, and any actions we will take. Depending on the nature of the complaint and the outcome of our investigation, possible remedies may include an apology and explanation of what went wrong, corrective action during or after the move where still possible, service improvements or staff training, or, where appropriate and in line with our terms and conditions, a financial remedy.
Any financial remedy will be assessed case by case and in accordance with any agreed contract terms and applicable limitations.
If You Remain Unhappy
If you are not satisfied with our final response, you may contact us again to explain why you believe the outcome is not fair or complete. Where possible, a different member of our management team will review your concerns, along with our original investigation and response, and consider whether any further action is needed.
Using This Procedure Effectively
Man and a Van Docklands values feedback, both positive and negative. Complaints help us identify where our moving and transport services can be improved, whether that relates to communication, timekeeping, or the careful handling of belongings. We encourage customers to use this procedure so we can address concerns properly and maintain a high standard of service across all our moves.
Data Protection and Confidentiality
All complaints are handled in confidence. Information you provide will be shared only with those who need it to investigate and respond to your complaint. We will store complaint records securely and only for as long as necessary, in line with our data protection obligations.
Review of This Complaints Procedure
We review this complaints procedure regularly to ensure it remains clear, fair, and effective for customers using our removal and man and van services. Any updates will apply to future complaints and will be made with the aim of improving how we handle and resolve issues.
