Complaints Procedure for Man with Van Canary Wharf

Man with Van Canary Wharf aims to deliver a reliable, efficient and professional moving and removal service. We recognise that sometimes things can go wrong, and when they do, 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 handle your complaint, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for dealing with complaints from customers using our man and van and removal services. It is designed to ensure that all complaints are handled consistently, promptly and respectfully, and that any lessons learned are used to enhance the quality of our work.

This procedure applies to all customers who have used our services for moving, collection, delivery or general removals, whether for residential or business needs.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not, that requires a response. This can include, but is not limited to:

Service not delivered as agreed, such as delays, missed time slots or incomplete work. Concerns about the conduct, attitude or professionalism of our team members. Issues with how your belongings were handled, including damage, loss or inadequate protection. Problems with communication, such as lack of information, unclear pricing or booking details. Disagreement about charges, invoices or any other aspect of the service we have provided.

We welcome all feedback, including informal comments, suggestions and concerns. If you raise an issue during or immediately after the job, we will always try to resolve it on the spot whenever possible.

How to Make a Complaint

You can make a complaint in writing or verbally. We encourage you to provide as much detail as possible so that we can properly understand and investigate your concerns. When submitting a complaint, please include:

Your full name and any booking reference you may have. The date and approximate time of the move or service. The address where the service took place and any collection or delivery points. A clear description of what went wrong and when it happened. Any supporting information, such as photos, inventory lists or written notes.

If you raise your concerns verbally, we may ask you to confirm the details in writing so that we have a clear record of the issue.

Time Limits for Raising a Complaint

To help us investigate effectively, we ask that you raise any complaint as soon as reasonably possible after the event. For issues involving damage or loss to items, we strongly recommend that you contact us within a short time after the move so that we can review the circumstances and any available evidence.

While we will always aim to be fair, delays in reporting a complaint can make it more difficult to investigate and may affect what we are able to do to resolve the matter.

Our Complaints Handling Stages

We handle complaints in a structured way to ensure consistency and fairness.

1. Initial review: Once we receive your complaint, we will acknowledge it and record the details. We will carry out an initial review to understand the main points of concern and identify any urgent issues that may need immediate attention.

2. Investigation: A member of our team will investigate your complaint. This may include speaking with the staff involved, reviewing booking records, photos, job notes and any other relevant information. If we require more information from you, we will contact you and explain what we need.

3. Response: After completing the investigation, we will provide you with a clear response. This will set out what we found, whether your complaint has been upheld in full or in part, and what action we propose to take. We aim to provide a full response within a reasonable timeframe, and if we need longer due to the complexity of the matter, we will let you know.

4. Resolution and follow up: Where your complaint is upheld, we will take appropriate steps to put things right, which may include practical solutions, service adjustments or other remedies, depending on the circumstances. We will also review what happened to see if changes to our processes, training or communication are needed.

Possible Outcomes and Remedies

The action we take will depend on the nature of the complaint and the outcome of our investigation. Possible outcomes may include:

An explanation or clarification about what happened and why. An apology where we have fallen short of our standards. Practical steps to complete or correct a service. Review of internal procedures or additional staff training to prevent recurrence. Other reasonable measures aimed at resolving the issue fairly and proportionately.

Any remedy will be considered on a case by case basis, taking into account the specific facts, evidence available and the terms agreed for your move or removal service.

If You Are Not Satisfied with the Outcome

If you are unhappy with the outcome of your complaint or believe that it has not been handled fairly, you may ask for a further review. In doing so, please explain which aspects of the decision you disagree with and why, and provide any additional information you believe is relevant.

A different senior member of our team will review the handling of your complaint, the evidence considered and the response provided. We will then confirm whether the outcome remains the same or whether any changes are appropriate.

Data Protection and Confidentiality

All complaints are handled in accordance with our obligations under data protection law. We will keep records of your complaint and our investigation securely and will only share information internally where necessary to deal with the matter. We will not disclose details of your complaint to third parties without your consent unless required to do so by law.

Continuous Improvement

We treat complaints as an important source of learning and improvement. The feedback we receive about our moving and removal services, including man and van work, helps us refine our systems, improve communication and strengthen the quality and reliability of the service we offer to all customers.

By following this Complaints Procedure, Man with Van Canary Wharf aims to ensure that any concerns are handled in a fair, consistent and timely way, and that every customer is treated with respect throughout the process.