Complaints Procedure for Man With a Van West Brompton

Man With a Van West Brompton is committed to providing a reliable, professional and courteous removal and delivery service. We understand that, on occasion, customers may feel that our service has not met their expectations. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to You

We take all complaints seriously and use them to improve our services, including home removals, small office moves, student moves, and collection and delivery work. We aim to:

Respond promptly and courteously to every complaint.

Investigate complaints fairly and impartially.

Resolve issues, where possible, to your satisfaction.

Learn from feedback to enhance our moving and transport services.

What This Procedure Covers

This procedure applies to complaints about:

The standard or quality of our man and van or removal services.

Conduct, behaviour or professionalism of staff or drivers.

Damage to property or items during loading, transport or unloading.

Delays, missed appointments or cancellations relating to your move or delivery.

Billing or invoicing concerns relating to our services.

This procedure does not cover routine queries, booking amendments, or initial service requests, which should be raised using our normal contact channels.

How to Make a Complaint

You can make a complaint in writing or by speaking to us. Putting your concerns in writing can help us fully understand the issue and investigate it thoroughly. When submitting a complaint, please provide:

Your full name.

The date of your move or service, and the pickup and destination locations.

A clear description of what went wrong, including relevant times and details.

Any evidence you may have, such as photographs of damage or written notes.

What outcome you are seeking, for example an explanation, an apology or a review of charges.

Please raise your complaint as soon as possible, and within a reasonable time of the service taking place, so that we can investigate effectively.

Stage One: Initial Resolution

Where possible, we encourage you to raise any concerns with us at the time of service or as soon after as you can. Many issues can be resolved quickly and informally, for example by clarifying information, adjusting bookings, or addressing minor concerns about the move or delivery.

If your concern cannot be resolved informally, or you are dissatisfied with the initial response, you may ask for it to be treated as a formal complaint under this procedure.

Stage Two: Formal Complaint and Investigation

Once we receive your formal complaint, we will:

Acknowledge receipt of your complaint and confirm that it is being investigated.

Review your booking details, service records, and any relevant driver or team reports.

Contact any staff involved to gather further information, where necessary.

Consider any photographs, notes or documents you have provided.

We aim to provide a full written response within a reasonable timeframe, normally within 14 working days. If, for any reason, we are unable to provide a full response within this period, we will inform you and give an updated timescale.

Our response will explain:

What we have investigated.

Our findings based on the information available.

Any action we propose to take, such as an explanation, apology, practical remedy or review of charges.

Stage Three: Review of the Outcome

If you remain dissatisfied after receiving our formal response, you may request a review of the outcome. In your request, please explain why you are unhappy with the decision and what you believe has not been properly addressed.

On review, we will:

Reassess the information used in the initial investigation.

Consider any new evidence you provide.

Determine whether the original outcome was fair and reasonable.

We will then issue a final response explaining our decision. This will normally conclude our internal complaints procedure.

Complaints Involving Damage or Loss

If your complaint involves alleged damage or loss to items or property during a move or delivery, we may ask for additional information, such as:

Photographs of the damage.

Proof of ownership or value for high-value items, where relevant.

Details of the condition of items before the move.

We will review this information alongside our service records to assess the claim. Any settlement or gesture of goodwill will take into account our terms and conditions, including any agreed limitations of liability for removal and transport services.

Fair Treatment and Confidentiality

You will be treated with respect at all times throughout the complaints process, and we expect our team to be afforded the same courtesy. We will handle your complaint confidentially and only share details with those directly involved in investigating and resolving the issue.

Using Complaints to Improve Our Service

Feedback plays an important role in maintaining and improving our man and van and small removals services. We regularly review complaints to identify trends, address recurring issues, and provide additional training to our teams where needed. This helps us deliver a more reliable and professional experience for customers using our moving and delivery services.

Updates to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our business practices or legal requirements. The most recent version will apply to all new complaints raised regarding our services.

We appreciate you taking the time to share your concerns and give us the opportunity to put things right and improve our service.