Complaints Procedure

Complaints Procedure for Man with Van Maida Vale

Man with Van Maida Vale is committed to providing a reliable and professional removal service for domestic and commercial customers. We recognise that, on occasion, things can go wrong. When they do, we want to know about it and put it right as quickly and fairly as possible. 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 and Scope of This Procedure

This procedure applies to all customers who use our man and van and removal services. It covers concerns about the quality of service, conduct of team members, handling of belongings, punctuality, billing issues and communication. It is intended to ensure complaints are handled consistently, transparently and within reasonable timeframes, whether the move relates to a small local job or a more complex relocation.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services where you expect or require a response. This may include issues such as delays on the day of your move, damage to items during transportation, disagreements about agreed charges, or dissatisfaction with our customer care before, during or after your removal. Feedback that does not require a response is always welcome, but if you would like us to investigate and reply formally, it will be treated as a complaint under this procedure.

How to Make a Complaint

You can make a complaint verbally or in writing. Wherever possible, we recommend that you raise any concern with us in writing so that there is a clear record of the issue and the details you have provided. Please include the following information to help us investigate efficiently:

The date of your move and your full name, the collection and delivery addresses, a clear explanation of what went wrong, the date and time of the incident where relevant, the names of any staff you dealt with, if known, and any supporting information such as photographs of damage, copies of quotes or invoices, and any written correspondence about the move. The more information you can provide at the outset, the quicker and more accurately we can assess the situation.

Initial Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it as soon as reasonably practicable. Our acknowledgement will confirm that we have received your concerns and that an investigation has begun. Where necessary, we may ask for additional information or clarification, for example if details about dates, times, or specific items are missing. We will also let you know who is responsible for handling your complaint.

Investigation Process

All complaints are investigated fairly and objectively. The person investigating your complaint will review your account of events, speak with any staff involved, and examine any relevant documents, booking details or photographs. For complaints linked to moves in busy removal periods or where multiple jobs were carried out on the same day, we may need to review scheduling records and vehicle logs to understand what happened.

Where there is potential damage to property or belongings, we may request photographs or a description of the condition of items before and after the move. We may also ask for copies of any insurance policies relevant to the move. During the investigation we may contact you to clarify details or to discuss possible resolutions.

Timeframes for Responding

We aim to provide a full response to most complaints within a reasonable timeframe from the date we receive all necessary information. If the issue is complex, involves third parties, or requires a more detailed review, the investigation may take longer. In such cases, we will keep you informed of progress and let you know when you can expect a further update or final response.

Our Response and Possible Outcomes

After the investigation is complete, we will send you a written response setting out our findings. This will explain whether your complaint has been upheld in full, upheld in part, or not upheld, and the reasons for our decision. Where we identify that our service has fallen below the standards we aim to achieve, we will consider appropriate remedies. These might include an apology, an explanation of what went wrong, corrective action in relation to the service provided, and where appropriate, a gesture of goodwill or other form of redress within the limits of our terms and conditions.

We will also explain any steps we are taking to help prevent similar issues from arising in the future, such as staff training, process changes, or improvements to our scheduling and communication systems.

If You Are Not Satisfied with the Outcome

If you are unhappy with our response, you have the right to ask for a review. In your request, please explain why you disagree with our findings, provide any additional evidence you feel is relevant, and state what outcome you are seeking. A different senior member of our team will review the original investigation and response, along with any new information you provide, and will issue a final decision.

Using This Procedure Effectively

We encourage customers to raise any concerns as early as possible, ideally during or immediately after the move, so that we have the best opportunity to resolve matters quickly. This procedure is designed to be clear and accessible, and to give you confidence that your complaint will be taken seriously. By sharing your experience, you help us improve the quality and reliability of our man and van and removal services for all customers.

Continuous Improvement and Review

Man with Van Maida Vale regularly reviews complaints and feedback to identify patterns and areas for improvement. We use this information to refine our training, strengthen our operational procedures, and enhance communication with customers before, during and after their moves. This ongoing review helps us maintain high standards of service and supports our commitment to resolving complaints fairly, promptly and professionally.