Complaints Procedure

Man with Van Woolwich Complaints Procedure

Man with Van Woolwich is committed to providing reliable and professional removals and transport services. We recognise that occasionally things may not go as planned, and when this happens we want to know about it so we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

This procedure is designed for customers who have used, or intend to use, our man and van or removal services and wish to raise a formal complaint about any aspect of the service received. It covers issues such as booking errors, timekeeping, handling of items, conduct of staff, charges, damage claims, and any other aspect of our work that you feel has fallen below an acceptable standard.

We aim to deal with all complaints fairly, consistently and in a timely manner. We use the feedback we receive to review our working practices and to help prevent similar issues in the future.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, where you request a response or resolution. This may include, for example:

Concerns about how your items were handled or transported

Disputes regarding the final price charged for your move

Delays, missed appointments or issues with timekeeping

Concerns about the attitude, behaviour or professionalism of staff

Any other issue where you believe our service has not met your expectations

Feedback, suggestions or general comments that do not require a specific response are not treated as complaints but are still reviewed internally.

How to Make a Complaint

You can raise a complaint in writing or verbally. To help us deal with your concern efficiently, please provide as much relevant information as possible, including:

Your full name and the name the booking was made under

The date and approximate time of the job or booking

The collection and delivery locations

A clear description of what went wrong and when it happened

Details of any damage, loss or additional costs you believe were caused

Any supporting information you have, such as photos or job references

Where possible, we encourage you to raise concerns as soon as you become aware of them. The sooner we are informed, the easier it is for us to investigate fully and resolve matters effectively.

Our Complaints Handling Process

We follow a clear process to ensure complaints are handled consistently and fairly. The main stages are acknowledgement, investigation, response and resolution.

Acknowledgement

Once you have submitted your complaint, we will record the details in our internal system. We aim to acknowledge receipt of your complaint within a reasonable timeframe. At this stage we may ask for any additional information we need to understand the issue clearly.

Investigation

Your complaint will be reviewed by a member of our management team who is not directly involved in the matter you are complaining about wherever possible. As part of the investigation we may:

Review your booking details and service notes

Speak to the driver or team members involved

Examine photographs, inventory lists or other records

Assess any information or evidence provided by you

We aim to complete investigations promptly, but complex issues may take longer. If additional time is required, we will keep you informed of our progress.

Response

Once the investigation is complete, we will provide you with a clear response outlining:

Our understanding of your complaint

The findings from our investigation

Whether your complaint has been upheld in full, in part, or not upheld

Any steps we propose to take to resolve the matter

We will always explain our reasoning and the basis for any decision we reach, in plain and straightforward language.

Resolution

Where your complaint is upheld, we will consider appropriate remedies. Depending on the circumstances and our terms of service, this may include:

Apologising and providing an explanation of what went wrong

Correcting any errors in documentation or billing

Providing a goodwill gesture, where appropriate

Considering a contribution towards repair or replacement in line with our terms

Implementing changes to our processes or staff training

Any offer of a remedy will take into account the nature of the issue, the impact on you, the evidence available, and any limitations or conditions set out in our terms and conditions.

Damage and Loss Complaints

If your complaint relates to damage to property or loss of items during a move, please report this to us as soon as possible. To help us assess your claim, we may ask for:

Photos of the damage from different angles

Details of the item including age, condition and estimated value

Any proof of purchase or valuation, where available

Information about the location of the item during loading and unloading

We will refer to our terms and conditions to determine liability and any applicable limits or exclusions. We strongly recommend that customers arrange suitable insurance cover for high value or fragile items being moved.

Time Limits for Complaints

We request that complaints are raised within a reasonable time after the service has been provided. This allows us to investigate while details are still recent and relevant. Complaints raised after a significant delay may be more difficult to verify, which can affect the outcome.

Escalating Your Complaint

If you are not satisfied with the outcome or the way your complaint has been handled, you may ask for your complaint to be reviewed again. In doing so, please explain which aspects of our response you disagree with and provide any additional information you believe has not been considered.

The review will be carried out by a senior member of the team where possible. They will reassess the original complaint, the investigation, and the decision made, and will provide you with a final response. This final response will mark the end of our internal complaints process.

Our Commitment to Improvement

We take all complaints and concerns about our man and van and removals services seriously. Every complaint is logged and monitored so we can identify patterns or recurring issues. We use this information to improve our booking processes, vehicle allocation, handling practices, staff training and customer communication.

By following this complaints procedure, we aim to treat customers fairly, resolve issues wherever possible, and maintain a high standard of service across all moves we undertake.