Complaints Procedure
Complaints Procedure for Man with Van Wallington
Man with Van Wallington aims to provide a reliable and professional removal service for every customer. However, we recognise that sometimes things can go wrong. This complaints procedure explains how you can raise a concern, what information we need from you, and how we will respond and work to resolve the matter in a fair and timely manner.
Purpose of This Complaints Procedure
The purpose of this procedure is to provide a clear and accessible process for customers who are dissatisfied with any part of our man and van or removals service. We use all feedback, including complaints, to improve our service, staff training, and working practices across our operations.
What Is a Complaint
A complaint is any expression of dissatisfaction about the standard of our service, the conduct of our staff or contractors, or the way we have handled a previous enquiry. This may include issues relating to booking, communication, timekeeping, handling of belongings, damage, loss, charges, or behaviour during a move.
How to Make a Complaint
You may raise a complaint as soon as you become aware of a problem. Wherever possible, please tell the team on the day of your move so we have the opportunity to address the issue promptly. If it cannot be resolved at the time, or you only notice the issue after the service has been completed, you can submit a complaint in writing.
When submitting your complaint, please provide as much detail as you can, including:
Your full name and address
The date and approximate time of your move
A clear description of what happened and what went wrong
Details of any damage, loss, delays, or other issues
Any supporting information such as photographs or inventory notes
What outcome or resolution you are seeking
Time Limits for Raising a Complaint
We ask that you raise any complaint as soon as reasonably possible so that we can investigate fully while details are still clear. For issues relating to damage or loss of items, we strongly recommend that you inform us in writing within a short period of discovering the issue. This allows us to review records, speak to the team involved, and assess any evidence.
How We Will Handle Your Complaint
Once we receive your complaint, we will follow these stages.
1. Acknowledgement
We will acknowledge your complaint as soon as we are able. The acknowledgement will confirm that we have received your complaint and explain the next steps in the process.
2. Initial Review
We will review the information you have provided together with any relevant booking records, job sheets, photographs, and staff reports. Where necessary, we may contact you to request further details to help us understand the situation accurately.
3. Investigation
An appropriate member of our team will investigate your complaint. This may include speaking to the staff involved in your move, checking timings and routes, reviewing any agreed quotation or inventory, and considering whether our service met our usual standards.
4. Response and Outcome
After completing the investigation, we will provide you with a written response. This will set out our understanding of the complaint, any findings from the investigation, and our decision on what action we will take. Where your complaint is upheld in full or in part, we will explain what we can offer by way of resolution.
Possible Resolutions
Depending on the nature and outcome of the complaint, potential resolutions may include one or more of the following:
A clear explanation or clarification of what happened
An apology where our service or conduct fell below our standards
Corrective action in relation to current or future bookings
Practical steps to put things right where this is possible
Consideration of compensation where appropriate and in line with our terms and conditions
Improvements to our internal processes or staff training
If You Are Not Satisfied With the Outcome
If you are unhappy with the outcome of your complaint, you may request that it is reviewed again. In your request, please explain why you do not agree with the decision and provide any additional information that you feel has not been considered. A further review will be carried out by a senior member of our team who has not previously been involved with your complaint. We will then provide you with a final response.
Our Commitment to Fairness and Respect
All complaints will be handled fairly, consistently, and with respect for both customers and staff. We do not tolerate abusive, threatening, or discriminatory behaviour directed at our team. If communication becomes unreasonable, we may limit direct contact while still progressing the complaint as far as possible based on the available information.
Confidentiality and Data Protection
Information you provide as part of a complaint will be treated as confidential and used only for the purpose of investigating and resolving the matter, improving our services, and meeting our legal or regulatory obligations. We will handle your personal data in line with applicable data protection laws and our internal data handling procedures.
Using Complaints to Improve Our Service
We regularly review complaints and customer feedback to identify recurring issues and areas where our man and van and removal services can be improved. This may lead to changes in staff training, operational procedures, packing and loading practices, time estimates, or customer communication before and during moves within our service area.
Accessibility of This Procedure
This complaints procedure is available to all customers who use our removal and man and van services. If you require the information in a different format due to individual needs, please let us know and we will do our best to accommodate your request.
Review of This Complaints Procedure
Man with Van Wallington keeps this complaints procedure under regular review to ensure it remains clear, fair, and effective. Any changes will apply to future complaints and will be reflected in the most up to date version of this document.
