Complaints Procedure for Man with Van Docklands

Man with Van Docklands aims to provide a dependable and efficient removal and transport service for all customers. If we fall short of your expectations, we want to know so we can put things right and improve our services. This Complaints Procedure explains how to raise a concern, how we will handle it, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

This procedure is designed to give customers a clear and fair way to raise any dissatisfaction with our man and van or removal services. It applies to all services supplied by Man with Van Docklands, including home moves, office moves, item collections, deliveries, and related packing or loading assistance. We review all complaints as an opportunity to improve and to maintain high standards of service.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you would like a response or resolution. Examples may include:

Concerns about punctuality or reliability of our van and driver. Issues with the care taken when handling, loading, transporting, or unloading your belongings. Disputes about the service that was agreed or the way it was carried out. Concerns about conduct, attitude, or communication from our staff or contractors. Problems with charges where you believe you have been billed incorrectly or unfairly.

You do not need to use specific wording for your concern to be treated as a complaint. If you tell us you are unhappy and want us to look into it, we will follow this procedure.

How to Raise a Complaint

You can raise a complaint in writing, by phone, or in person. Written complaints help us keep a clear record, so where possible we encourage you to set out your concerns in writing. When making a complaint, please provide:

Your full name and the date of your service with Man with Van Docklands. Any reference numbers or booking details you have. A clear description of what happened and why you are dissatisfied. Any relevant supporting information, such as photographs or item lists. Details of what outcome you are seeking, such as an explanation, apology, or review of charges.

Please raise your complaint as soon as reasonably possible after the issue arises. This helps us investigate while the details are still fresh and ensures we can access any relevant records or information.

Our Complaint Handling Stages

We treat every complaint seriously and aim to resolve issues at the earliest possible stage.

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will review the information you have provided and acknowledge it within a reasonable time. Where necessary, we may ask you for further details to help us understand the situation fully. At this stage we will also explain the next steps and who will be responsible for handling your complaint.

Stage 2: Investigation

Your complaint will be investigated by a member of our management team or a person with appropriate authority who was not directly involved in the original issue, where this is possible. The investigation may include:

Reviewing booking records, job sheets, and any communication relating to your service. Speaking with the driver or team members involved. Considering any photographs, inventories, or other supporting materials you have provided. Assessing whether our service met our usual standards and any relevant policies.

We aim to complete our investigation and provide a substantive response within a reasonable and practical timeframe, taking into account the complexity of the issue.

Stage 3: Response and Outcome

Once the investigation is complete, we will set out our findings and decision. Our response will aim to:

Explain what we have found and how we reached our conclusions. Clarify whether your complaint has been upheld in full, upheld in part, or not upheld. Describe any actions we have already taken or will take to put things right where appropriate.

Depending on the circumstances, outcomes may include an apology, an explanation, service improvement measures, or a review of charges. Any offers of goodwill or compensation will reflect the specific facts and evidence of the case and do not set a precedent for future complaints.

If You Are Not Satisfied with the Outcome

If you remain dissatisfied after our response, you may ask for a further review. When requesting a review, please explain why you disagree with the outcome or investigation and provide any additional information you feel is relevant. A senior member of the team will then consider whether the complaint has been handled fairly and whether the outcome should be changed or confirmed.

Time Limits for Complaints

We encourage customers to raise complaints as soon as they become aware of a problem. For physical loss or damage to items during a removal or transport service, you should notify us as quickly as practicable after delivery so that we can investigate while records and recollections are recent. Complaints raised after a significant delay may be more difficult to investigate fully, and this may affect the outcome we are able to offer.

Our Commitment to Fairness and Improvement

Man with Van Docklands is committed to handling all complaints fairly, consistently, and without discrimination. Using feedback from customers, we regularly review our procedures, communication, training, and operational practices to reduce the likelihood of similar issues arising in future. All complaints are kept confidential and handled in line with applicable data protection principles.

Using This Procedure

This Complaints Procedure forms part of our overall approach to customer care for removal and transport services. It does not affect any legal rights you may have. By explaining clearly how to raise concerns and how we will respond, we aim to give every customer confidence that issues will be taken seriously and dealt with professionally.