Complaints Procedure for Man With a Van Maida Vale

This complaints procedure explains how customers can raise concerns about services provided by Man With a Van Maida Vale, and how those concerns will be managed. It is designed to be clear, fair and to help resolve any problems that may arise before, during or after a booking for removal or transport services.

Our Commitment to You

Man With a Van Maida Vale aims to provide a reliable, careful and professional service for all moves and transport jobs. If something goes wrong, we want to know about it so that we can put it right where possible and improve our service for the future. Every complaint will be treated seriously, handled confidentially and addressed without discrimination.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where a response is expected. This may include issues such as:

Concerns about the conduct, attitude or punctuality of drivers or crew members.

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

Disputes regarding charges, quotations, waiting time or additional costs.

Concerns about communication before, during or after your booking.

Issues about the condition in which your property or belongings were left after the service.

How to Make a Complaint

You can raise a complaint verbally or in writing. While verbal complaints are accepted, we strongly recommend putting your complaint in writing so there is a clear record of the issue, dates and details. When submitting a complaint, please include:

Your full name and any reference details for your booking.

The date of the service and the collection and delivery locations.

A clear description of what happened and why you are dissatisfied.

Any relevant evidence such as photographs, item lists or receipts.

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

Please raise your complaint as soon as possible, ideally within 7 days of the service, so that we can investigate while details are still fresh and any evidence is easier to obtain.

Initial Handling of Your Complaint

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. We will record key details including your name, contact information, booking information, the nature of the complaint and the date it was made. We may contact you to clarify any points or request additional information to help us understand the situation fully.

Where possible, we will aim to resolve straightforward issues quickly at this initial stage, for example by providing an explanation, correcting an error or agreeing a practical solution with you.

Investigation Process

If the complaint cannot be resolved immediately, it will be passed to a person responsible for investigating it in more detail. The investigation may include:

Reviewing booking notes, job sheets and any communication records.

Speaking to the driver or team members involved in your move.

Checking times, routes and any delays that may have occurred.

Reviewing photographs, item inventories and any reported damage.

Assessing whether our terms and conditions and service standards were followed.

We aim to complete investigations within a reasonable period, depending on the complexity of the complaint and the availability of information. If more time is needed, we will let you know and give you an updated timescale.

Our Response and Possible Outcomes

When the investigation is complete, we will provide you with a clear response. This will normally include:

A summary of your complaint and the issues we considered.

Details of what we found during the investigation.

Our conclusion on whether your complaint is upheld in full, upheld in part or not upheld.

Any actions we propose to take to resolve the matter.

Possible outcomes may include an apology, an explanation, corrective action, a gesture of goodwill or, where appropriate, a review of charges in line with our terms and conditions. Any offer made will take into account the evidence available, the nature of any loss or inconvenience and our contractual responsibilities.

If You Are Not Satisfied

If you are unhappy with the outcome of your complaint, you may request that the decision is reviewed. In that case, your complaint and the original investigation will be reconsidered, taking into account any additional information you wish to provide. We will aim to respond to this review within a reasonable timeframe and will explain our final position clearly and in writing where possible.

Time Limits and Evidence

To help us deal with complaints fairly and effectively, we ask that you:

Report any visible damage to goods or property as soon as you become aware of it.

Retain any relevant evidence, including photos of damage, packaging, and any receipts for repairs or replacements.

Keep copies of any correspondence or notes of conversations relating to your move.

Failure to report issues promptly or to keep evidence may limit our ability to investigate fully or offer certain forms of redress.

Behaviour and Mutual Respect

We expect all customers and staff to act with courtesy and respect at all times. Aggressive, abusive or threatening behaviour will not be tolerated and may result in the termination of communication. This does not prevent us from continuing to deal with any legitimate complaint using written channels.

Data Protection and Confidentiality

All complaints are handled in confidence. Information is only shared with those who need it in order to investigate and resolve the complaint. Any personal data provided as part of the complaints process will be processed in line with our legal obligations and used only for the purpose of handling your complaint and improving our services.

Continuous Improvement

We review complaints regularly to identify patterns, recurring issues or areas where our service, processes or staff training can be improved. Feedback from complaints is an important part of maintaining and enhancing the quality, safety and reliability of our removal and transport services.

This complaints procedure is intended to provide a clear route for raising concerns and having them addressed in a fair and timely manner. By following it, both you and Man With a Van Maida Vale can work together towards a constructive resolution.