Complaints Procedure
Complaints Procedure for Man with Van Willesden
Man with Van Willesden is committed to providing a reliable, professional and fair removal service for all customers. We recognise that occasionally things can go wrong and that you may wish to raise a concern or complaint. This Complaints Procedure explains how you can tell us about a problem, how we will respond, and what you can expect from us at each stage.
1. Purpose of this Complaints Procedure
The purpose of this procedure is to give customers a clear and simple way to raise complaints about our van and removals services, including local moves, longer-distance jobs, item collection and delivery. We aim to:
Listen carefully to your concerns.
Investigate complaints fairly and promptly.
Put things right where we are at fault.
Use feedback to improve our moving and transport services.
2. What This Procedure Covers
This Complaints Procedure applies to any concern you have about our services, including but not limited to:
Collection, loading, transport or delivery of items.
Timekeeping, reliability and completion of booked moves.
Condition of goods on arrival, including loss or damage.
Behaviour or conduct of drivers, movers or office staff.
Accuracy of quotes, billing, and payment issues.
Communication before, during or after your move.
This procedure is intended for customers who have used, or attempted to use, our services. General enquiries or requests for quotes are not treated as complaints under this procedure.
3. How to Make a Complaint
You can raise a complaint using any written method that is convenient for you. We encourage you to include as much relevant detail as possible so that we can investigate effectively. Wherever possible, please provide:
Your full name.
The date and time of your move or booking.
The collection and delivery locations.
A clear description of what went wrong and when it occurred.
Details of any loss, damage or extra costs you believe resulted.
Any supporting information that may help us, such as photographs of damage, copies of quotes or invoices, and correspondence about the booking.
Please make your complaint as soon as reasonably possible after the event, especially where you believe goods have been lost or damaged, so that we can investigate while details remain clear.
4. Our Acknowledgement and Initial Response
Once we receive your complaint, we will record it and arrange for it to be reviewed. We will normally acknowledge your complaint within a reasonable time. Our acknowledgement will confirm that we have received your complaint and will explain the next steps in the process.
At this stage, we may request further information if anything is unclear. Providing complete and accurate details early in the process helps us to reach a fair and timely decision.
5. Investigation of Your Complaint
Your complaint will be investigated by a person who was not directly involved in the issue wherever possible. The investigation may include some or all of the following steps:
Reviewing your booking details, quote and invoice.
Checking job notes and schedules for the day of your move.
Requesting statements from the driver or moving team involved.
Reviewing any photographs, videos or documents you have supplied.
Considering any relevant terms and conditions agreed at the time of booking.
We aim to carry out the investigation as thoroughly and objectively as we can. In some cases we may contact you for additional clarification or supporting information.
6. Timeframe for Resolving Complaints
We aim to provide a full written response to most complaints within a reasonable period from the date we receive all necessary information. More complex cases, such as those involving multiple moves, high value items or extensive damage reports, may take longer to investigate. If we believe there will be a delay, we will aim to update you on progress.
7. Outcomes and Possible Remedies
Once we have completed our investigation, we will write to you with our findings and any proposed resolution. Possible outcomes may include:
An explanation of what happened and why.
An apology where we are at fault.
Practical steps to put things right, where possible.
A goodwill gesture where appropriate.
Where a claim relates to loss or damage to goods, any remedies will be considered in line with our terms and conditions, including any limits of liability and your responsibilities for packing and declaring items.
8. If You Are Not Satisfied With the Outcome
If you are unhappy with the outcome or believe that your complaint has not been handled fairly, you may ask for your case to be reviewed again. When doing so, please explain why you disagree with our decision and include any information that you feel has not been properly considered.
A different person will review the complaint where possible. They will look at both the handling of your original complaint and the decision reached, and will then issue a final response.
9. Your Responsibilities as a Customer
To help us deal with complaints fairly, we ask that you:
Raise concerns in a calm and respectful manner.
Provide accurate and complete information.
Cooperate with any reasonable requests for evidence or clarification.
Keep records of your booking confirmation, invoice and any relevant correspondence.
We retain the right to end communication where behaviour is abusive, threatening or unreasonable, while still considering the substance of any genuine complaint.
10. Using Complaints to Improve Our Service
We view complaints as an important source of feedback about our removals and man with van services. We regularly review the issues raised to identify patterns, training needs or changes to our procedures. This may include improving our booking process, updating our service information, or giving additional guidance to drivers and moving teams on handling goods and communicating with customers.
11. Changes to This Complaints Procedure
We may update this Complaints Procedure from time to time to reflect changes in our operations, customer expectations or relevant industry practices. The current version will apply to all new complaints at the time they are made.
We encourage customers to read this procedure before raising a formal complaint so that you know what to expect and how we will work with you to resolve any problems with your move.
