Man and Van Maida Vale Complaints Procedure

Man and Van Maida Vale is committed to providing a reliable, professional and fair removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put things right where possible and continually 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 at each stage.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear and accessible process for customers who wish to complain about any aspect of our moving, packing, loading, transport or associated services. It applies to all customers using our man and van or removals services, whether for home moves, small office relocations or delivery of items.

This procedure aims to ensure that complaints are taken seriously, handled promptly, treated confidentially and resolved as fairly as possible. It also helps us track issues, identify recurring problems and improve our working practices.

What You Can Complain About

You may use this complaints procedure to raise concerns about any part of our service, including:

Service quality, such as punctuality, handling of goods, or conduct of our team on moving day.

Damage to property or belongings during a move or delivery.

Delays, missed appointments or last-minute changes to booking times.

Billing issues, including charges that you believe are incorrect or unclear.

Communication problems before, during or after your booking.

If you are unsure whether your issue is covered by this procedure, you may still contact us and we will advise you on the most appropriate way to proceed.

How to Make a Complaint

We encourage you to raise any concerns as soon as possible after the incident, while details are still fresh. This helps us investigate more effectively and reach a quicker resolution.

You can make a complaint verbally or in writing. When you contact us, please provide as much information as you can, including:

Your full name and the address where the service was provided.

The date and approximate time of the service or incident.

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

Any relevant supporting details, such as an inventory, photographs of any damage, or reference numbers for your booking.

What outcome you are seeking, for example an explanation, apology, correction or compensation.

Providing detailed information at the outset helps us understand your situation quickly and reduces the need for repeated follow-up questions.

Our Complaints Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will record it in our internal log and begin an initial review. We aim to acknowledge your complaint promptly and to confirm that we are looking into the matter.

At this stage, we may contact you to clarify details, gather further information, or request any supporting evidence such as photos or copies of documents. This helps us understand the issue fully before we provide a response.

Stage 2: Investigation

Your complaint will then be investigated by a member of our management or a person with appropriate responsibility who was not directly involved in the incident wherever possible. The investigation may include:

Reviewing your booking details and service records.

Speaking with the staff members or drivers involved.

Checking any relevant documentation or notes made on the day of the move.

Reviewing photographs or other evidence you have supplied.

We aim to complete our investigation and issue a full response within a reasonable timeframe, taking into account the complexity of the matter and the availability of information. If we need more time, we will let you know and explain the reason for the delay.

Stage 3: Response and Outcome

After the investigation, we will send you a written response explaining:

Our understanding of your complaint.

The steps we took to investigate the matter.

Our findings and decision.

Any actions we will take to resolve the issue or improve our service.

Where your complaint is upheld in full or in part, we will set out any remedies we consider appropriate. These may include an apology, a service correction where possible, or a financial remedy where justified and in line with our terms and conditions and any applicable limits of liability.

Escalating Your Complaint

If you are not satisfied with our response at Stage 3, you may ask for your complaint to be reviewed again. In this case, your concerns will be escalated to a more senior member of our team who will:

Review the original complaint and our previous response.

Consider any additional information you have provided.

Decide whether the outcome should be upheld, varied or overturned.

We will then provide you with a final response, explaining the reasons for our decision and confirming that this is the conclusion of our internal complaints process.

Timescales

We aim to handle complaints as efficiently as possible. Actual timescales may vary depending on the nature of the complaint and how quickly we can obtain the relevant information. However, our goals are to acknowledge your complaint promptly, keep you informed if there are delays and provide a clear, reasoned response within a reasonable period.

Confidentiality and Data Protection

All complaints are handled in confidence. Information will only be shared with staff members who need it to investigate or respond to your complaint. We will handle your personal information in accordance with our data protection obligations and retain complaint records only for as long as necessary for legal, regulatory and quality assurance purposes.

Using Feedback to Improve Our Service

We view complaints as an important source of feedback. By telling us when things go wrong with a move or delivery, you help us identify areas where our removals and man and van services can be improved. We regularly review complaint trends, look for recurring issues and update our training, processes and policies where necessary.

Thank you for taking the time to read this complaints procedure. If you have any concerns about our service, we encourage you to raise them with us so that we have the opportunity to address them and continue to improve how we support our customers.