Complaints Procedure

Complaints Procedure for Man With a Van Dagenham

Man With a Van Dagenham is committed to providing a reliable, professional and friendly removals and man and van service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

1. Our Commitment to You

We aim to handle all complaints fairly, consistently and as quickly as reasonably possible. We view complaints as an opportunity to improve our services and strengthen trust with our customers. Every complaint is treated with respect and discretion, and we will make every effort to resolve issues informally before they escalate.

2. What This Procedure Covers

This complaints procedure applies to any dissatisfaction related to our services, including:

Service quality and performance during removals or man and van bookings.

Conduct, attitude or professionalism of our drivers, porters or coordinators.

Timekeeping, punctuality, or adherence to agreed arrangements on the day of the move.

Handling, loading, unloading or transportation of your belongings.

Communication before, during and after your booking.

Invoicing, charges and any disputes related to quoted or final prices.

Issues relating to damage or loss of items, subject to our separate terms and conditions.

3. Raising a Complaint Informally

We encourage you to raise any concern as soon as you become aware of an issue. In many cases, problems can be resolved quickly and informally by speaking directly with the team member on site or the coordinator who arranged your move.

Where possible, please explain clearly what has gone wrong and how you would like us to put it right. If the issue cannot be resolved immediately, or you remain dissatisfied with the outcome, you can use our formal complaints procedure.

4. Making a Formal Complaint

If you decide to make a formal complaint, please do so in writing so we have a clear record of your concerns. When submitting your complaint, include the following information so that we can investigate thoroughly:

Your full name and any reference or booking details.

The date and location of the service provided.

A clear description of what went wrong and when it occurred.

The names or descriptions of any staff members involved, if known.

Any supporting details that may help us understand the situation, such as photographs, inventory notes or written confirmations.

Your preferred outcome or what you feel would be a fair resolution.

Once we receive your formal complaint, we will record it in our internal system and begin our investigation.

5. Acknowledgement of Your Complaint

We will acknowledge receipt of your formal complaint within a reasonable time frame. Our acknowledgement will confirm that we have received your complaint and will outline the next steps in the process.

In some cases, we may request further information or clarification before we can proceed. Providing prompt and complete details will help us investigate more effectively and avoid unnecessary delays.

6. Investigation and Assessment

Your complaint will be reviewed by a member of our management or an appropriate senior representative who was not directly involved in the matter complained about, wherever possible. The investigation may include:

Reviewing booking details, service notes and any relevant documentation.

Speaking with staff members who were present or directly involved.

Examining any supporting evidence or photographs you have provided.

Assessing our actions against our service standards and terms of business.

We are committed to being impartial and to considering both your account and the information available from our team.

7. Our Response and Resolution

Once the investigation is complete, we will provide you with a written response outlining:

Our understanding of your complaint.

A summary of the steps we took to investigate.

Our findings and any conclusions reached.

Any actions we propose to take to resolve the matter.

Possible resolutions may include an explanation, an apology, corrective actions to prevent similar issues, or financial remedies where appropriate and in line with our terms and conditions. We will explain clearly how we have reached our decision.

8. Timescales

We aim to resolve complaints as promptly as possible. While some straightforward issues may be dealt with quickly, more complex matters may require additional time for investigation.

If we anticipate that our investigation will take longer than usual, we will let you know and provide an updated timescale. We will keep you informed of any significant progress or delays.

9. If You Remain Dissatisfied

If you are not satisfied with our final response, you may ask for your complaint to be reviewed again by a more senior member of our team, where available. In doing so, please explain why you disagree with our decision or why you feel the matter has not been resolved.

The reviewing person will look again at the complaint, the original investigation and any further information you provide, and will issue a final internal decision. This concludes our internal complaints procedure.

10. Fair Treatment and Confidentiality

We will treat all complainants with courtesy and respect. Making a complaint will not affect the level of service you receive from us in the future. We will also ensure that any personal information provided as part of your complaint is handled in line with applicable data protection requirements and used only for the purpose of investigating and resolving your complaint.

11. Learning and Service Improvement

We review complaint outcomes on a regular basis to identify any trends, recurring issues or areas for improvement. Feedback from customers plays an important role in helping us refine our removals and man and van services and maintain high standards across our service area.

By following this procedure, we aim to ensure that every complaint is heard, investigated fairly and used as an opportunity to enhance our service for all customers.