Complaints Procedure
Complaints Procedure for Man and a Van Canary Wharf
Man and a Van Canary Wharf is committed to providing a reliable, professional and friendly removals service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can put matters right and improve our services. This Complaints Procedure explains how you can 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 applies to all customers using our man and van and removal services, whether for home moves, office relocations or item transport. It is designed to:
• Provide a clear and fair process for raising complaints.
• Ensure complaints are handled promptly, consistently and transparently.
• Allow us to investigate issues thoroughly and seek a reasonable resolution.
• Help us identify areas where we can improve our services.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, vehicles, communication, charges, handling of belongings or overall customer experience, where you would like us to investigate and respond.
Examples of complaints may include:
• Concerns about punctuality, conduct or behaviour of our team.
• Issues with the handling, loading or unloading of your belongings.
• Disputes about charges, quotations or invoicing.
• Concerns about damage, loss or missing items.
• Dissatisfaction with communication before, during or after your move.
General feedback, suggestions or compliments are always welcome, but they will not normally be treated as formal complaints unless you specifically ask us to treat them as such.
How to Make a Complaint
You may raise a complaint in writing or verbally. Written complaints are preferred as they help us to understand the details clearly, but we will accept complaints made in any reasonable way.
When raising a complaint, please provide:
• Your full name and any booking reference you may have.
• The date of your move or service.
• A clear description of what happened and why you are unhappy.
• Details of any damage, loss or additional costs you believe you have incurred.
• Any supporting information such as photographs or item lists, if relevant.
• How you would like us to resolve the matter, if you have a preferred outcome.
Timescales for Raising a Complaint
We encourage you to raise any concerns as soon as possible after the service has taken place. This allows us to investigate while events are fresh and evidence is more easily available.
For damage or loss of items, we ask that you notify us promptly after discovering the issue. Delayed reporting may affect our ability to investigate and, where applicable, to consider remedies.
Our Complaints Handling Stages
Stage 1: Initial Review and Acknowledgement
Once we receive your complaint, we will record it and arrange for an initial review. We aim to acknowledge your complaint within a reasonable period of time. In this acknowledgement, we will confirm that we have received your complaint and explain the next steps in the process.
Stage 2: Investigation
A member of our management team will investigate your complaint. This may involve:
• Reviewing your booking details and service notes.
• Speaking to the staff involved in your move.
• Examining photographs or other evidence provided.
• Considering any relevant policies, terms and conditions or service standards.
We aim to complete our investigation within a fair and practical timeframe. If the matter is complex and we need more time, we will inform you and keep you updated on progress.
Stage 3: Our Response
Once we have completed our investigation, we will provide you with a written response. This will usually include:
• A summary of your complaint.
• The findings of our investigation.
• Our decision on whether your complaint is upheld in full, in part or not upheld.
• Any actions we propose to take, which may include an apology, an explanation, service improvements or, where appropriate, a gesture of goodwill.
Our response will aim to be clear, courteous and comprehensive, addressing each point you have raised.
Stage 4: Further Review
If you are not satisfied with our response, you may ask for your complaint to be reviewed again. In this case, where possible, a different manager will reassess the complaint, the evidence and the earlier decision.
Following this further review, we will provide a final response, explaining our position and confirming whether any additional actions will be taken. This final response will mark the end of our internal complaints process.
Damage, Loss and Claims
Where your complaint involves alleged damage to or loss of belongings during a removal, we may ask for specific details of the items, evidence of their condition before the move, and photographs of any damage. We may also ask you to retain damaged items for inspection.
Any consideration of compensation will be handled in line with our terms and conditions and any relevant cover that may apply. Our aim is always to treat such matters fairly and reasonably, based on the facts available.
Confidentiality and Data Handling
All complaints are handled in confidence. Information you provide will only be shared with those who need to know in order to investigate and resolve your complaint. We will process personal data in line with applicable data protection requirements and our internal policies.
Our Commitment to Continuous Improvement
Every complaint is an opportunity for us to review and improve how we deliver our man and van and removals services. We regularly review complaints data to identify trends, training needs and service improvements. By telling us when something has gone wrong, you help us improve the experience for all customers.
Alternative Options
While we aim to resolve complaints directly and amicably, you may have other options depending on your individual circumstances and any external schemes or protections that apply to you. Any such routes will be separate from this internal procedure.
Changes to This Procedure
Man and a Van Canary Wharf may update this Complaints Procedure from time to time to reflect changes in our operations, legal requirements or best practice. The version in force at the time you submit your complaint will apply to the handling of that complaint.
If you have concerns about any aspect of our removals or man and van services, we encourage you to raise them using this procedure so that we have the opportunity to address them promptly and fairly.
