Man with Van Waterloo Complaints Procedure

Man with Van Waterloo is committed to providing a reliable and professional removal service. We recognise that, on occasion, things may not go as expected. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage of the process.

1. Purpose and Scope

This procedure applies to complaints about our man and van and removal services, including local moves, item transportation, and related services we provide to residential and business customers. It is designed to ensure that all complaints are handled fairly, consistently, and within a reasonable timeframe.

A complaint is any expression of dissatisfaction about our service, staff, conduct, or the way we have handled an issue, where a response or resolution is expected.

2. Guiding Principles

We follow these principles when managing complaints:

Fairness: We treat all complaints objectively and without discrimination.

Respect: We listen carefully and treat customers and staff with courtesy at all times.

Confidentiality: We handle your complaint sensitively and only share information when necessary to investigate and resolve the matter.

Accessibility: Our process is straightforward and easy to follow for all customers.

Improvement: We use feedback from complaints to review and improve our removal and man and van services.

3. How to Make a Complaint

If you are unhappy with any aspect of our service, we encourage you to raise the issue as soon as possible so we have the opportunity to put things right.

Step 1: Speak to the team on the day

Where possible, please raise your concern directly with the driver or team leader at the time of your move. Many issues can be resolved quickly on the spot, such as minor service concerns or misunderstandings about the agreed work.

Step 2: Make a formal complaint

If the issue cannot be resolved on the day, or you remain dissatisfied, you can make a formal complaint in writing. Please provide:

Your full name and preferred method for us to contact you.

The date of your move and any reference you have been given.

A clear description of what went wrong and how it has affected you.

Any supporting information, such as photographs, inventory notes, or written confirmations.

We ask that you submit your complaint as soon as possible and within 14 days of the service, so that we can investigate while details are still recent and clear.

4. Acknowledging Your Complaint

Once we receive your formal complaint, we will acknowledge it within five working days. In our acknowledgement, we will confirm that we have received your complaint and explain the next steps in the process, including the expected timescale for our full response.

5. Investigation Process

Your complaint will be reviewed by a manager or senior member of the team who was not directly involved in the issue wherever possible. The investigation may include:

Reviewing booking records, job sheets and any agreed quotes.

Speaking to the removal team members involved.

Reviewing photographs, inventory notes or other evidence you provide.

Checking our internal policies, procedures and service standards.

During the investigation we may contact you for further information or clarification to ensure we fully understand your concerns.

6. Our Response and Possible Outcomes

We aim to provide a full written response within 20 working days of acknowledging your complaint. If we need more time due to the complexity of the issue, we will let you know and provide an updated timescale.

Our response will set out:

The details of your complaint as we understand them.

The steps we took to investigate the matter.

Our findings and whether your complaint has been upheld in full, in part, or not upheld.

Any actions we propose to resolve the matter.

Depending on the circumstances, possible outcomes may include:

An apology and explanation.

Corrective action in relation to your move or future bookings.

A gesture of goodwill, if considered appropriate.

Confirmation that we will review or change internal procedures or training.

7. Escalation if You Remain Unhappy

If you are not satisfied with our response, you may request a review of your complaint. Your case will then be reconsidered by a more senior member of our team who was not previously involved in the decision.

When asking for a review, please explain why you remain dissatisfied and highlight any information you feel has not been properly considered. We will acknowledge your request for review within five working days and aim to provide a final written response within a further 20 working days.

8. Complaints Related to Damage or Loss

If your complaint involves alleged damage, loss of items, or delays affecting your move, it is important that you inform us as quickly as possible. In such cases we may ask for:

Photographs of any damage.

Receipts, valuations or other proof of ownership and value where relevant.

A list of the items affected and their condition before and after the move.

We will review this information alongside our records, including any pre-move checks, to reach a fair outcome in line with our terms and conditions.

9. Using Complaints to Improve Our Service

All complaints, whether upheld or not, are logged and reviewed regularly. This helps us identify patterns, improve training for our removal teams, and refine our processes, from booking and planning through to loading, transport and unloading.

By following this procedure, we aim to resolve issues constructively and maintain a high standard of service for customers using our man and van and removal services.

10. Policy Review

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective. Any updates will be applied to future complaints and will form part of our ongoing commitment to service quality.

If you have any questions about this procedure, or you require assistance in making a complaint, please let us know and we will do our best to help you through the process.