Complaints Procedure for Man With a Van Docklands

Man With a Van Docklands is committed to providing a reliable and professional removals and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so that we can put matters right and improve our services. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

The purpose of this Complaints Procedure is to provide a clear, fair and transparent process for customers who are dissatisfied with any aspect of our man and van or removal services. It applies to all customers who have used our services, including domestic moves, small business relocations and general transport of goods within our normal operating areas.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not, that requires a response. This can relate to any part of your experience with us, including:

Issues with booking, scheduling or communication before your move

Concerns about punctuality, conduct or professionalism of our team

Problems with the handling, loading, transport or unloading of your items

Damage to goods or property allegedly caused during the move

Disputes about charges, quotations, waiting times or additional costs

Any other aspect of our removals and man with a van services that you feel did not meet the standard you reasonably expected.

How to Make a Complaint

You can make a complaint in writing using your preferred method of written communication. Written complaints help to ensure we fully understand the issue and can investigate it properly. Please set out as much detail as possible so that we can deal with your concern efficiently.

Information to Include in Your Complaint

To help us investigate and resolve your complaint, please include the following information where possible:

Your full name and the address where the service was carried out

The date of your move or service

A clear description of what went wrong and when it occurred

The names of any team members you dealt with, if known

Details of any damage, loss, delay or additional charges you are disputing

Copies of any relevant documents, such as quotes, invoices or photographs

What outcome you are seeking, for example an explanation, an apology, a correction to an invoice or consideration of compensation.

Our Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it within a reasonable time. In this acknowledgement we will confirm that we have received your complaint and outline the next steps in the process. We may also ask for further information if anything is unclear or if we need additional detail to investigate properly.

How We Investigate Complaints

We aim to handle all complaints fairly, objectively and promptly. Our investigation may include:

Reviewing your booking details, quotes, invoices and any notes on your job

Speaking with the driver or removal team involved in your move

Reviewing any photographs or evidence you have supplied

Considering our terms and conditions and industry practice for removals

Assessing whether our service met our usual standards and any commitments made to you at the time of booking.

Timeframe for Response

We will aim to provide you with a full response as soon as is reasonably possible, taking into account the complexity of the matter and the availability of any staff or information we need to consult. If we are unable to give you a full response within a reasonable time, we will let you know and explain why there is a delay, as well as when you can expect a final reply.

Our Decision and Possible Outcomes

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

What we have understood from your complaint

The steps we have taken to investigate it

Our findings and conclusion

Any corrective action we propose to take.

Depending on the circumstances, outcomes may include an explanation or apology, service improvements for future customers, amendments to invoices, or consideration of appropriate compensation in line with our terms and conditions and any applicable legal requirements.

If You Are Not Satisfied with Our Response

If you remain dissatisfied after receiving our response, you may contact us again, explaining why you disagree with our findings or proposed resolution. We will then review your complaint a second time, which may involve a more senior member of the team. We will inform you of the outcome of this review and whether our original decision is upheld or varied.

Complaints About Damage or Loss

Where your complaint relates to alleged damage to items or property during a removal or transport job, it is important that you notify us as soon as possible after becoming aware of the issue. This allows us to investigate while events are still recent and evidence can be properly assessed. We may request photographs of the damage, proof of value or purchase, and any other relevant information, as set out in our terms and conditions.

Our Commitment to Fairness and Improvement

We treat all complaints in confidence and aim to handle them in a manner that is respectful and fair to both customers and staff. Feedback from complaints is used to review our working practices, staff training and service standards. This helps Man With a Van Docklands to continually improve the quality, safety and reliability of our removal and transport services.

Data Protection and Confidentiality

All information you provide in connection with a complaint will be handled in accordance with our obligations under data protection law. We will only use your personal data to investigate and respond to your complaint, to improve our services and to meet any legal or regulatory obligations. We will not share your details with third parties except where this is necessary and lawful.

Updates to this Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements or best practice within the removals and transport sector. The version in force at the time you raise your complaint will apply to the handling of that complaint.

Man With a Van Docklands values every customer and aims to resolve concerns quickly, fairly and professionally so that you can book our removals and van services with confidence.