Complaints Procedure

Man with Van Westminster Complaints Procedure

This complaints procedure explains how Man with Van Westminster manages, investigates and resolves complaints about our removal and transport services. Our aim is to handle every concern fairly, consistently and as quickly as possible, while using feedback to improve our service for all customers.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear and transparent route for customers to raise concerns about any part of the service they have received from Man with Van Westminster. This includes local and longer-distance removals, man and van bookings, packing assistance, loading and unloading, and any related arrangements made with our team.

We encourage customers to tell us when something has gone wrong so that we can put it right, learn from the experience and prevent similar issues in the future.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our service, whether it is justified or not. This can include, but is not limited to:

Damage to property or belongings during a move, delays in collection or delivery, missed or cancelled bookings, conduct or attitude of our staff or drivers, issues with charges, invoicing or quoted prices, communication problems before, during or after a job, and concerns that our service did not meet the agreed standard.

We also welcome feedback that may not amount to a complaint but helps us refine our processes and service for future moves.

How to Raise a Complaint

Customers can raise a complaint in writing. When submitting a complaint, please provide as much information as possible so we can investigate effectively. This should include your full name, the date of your move or booking, the collection and destination addresses, a clear description of the issue, details of any conversations already held with our team, and any supporting information that may help us understand what happened, such as job references or photographs of damage.

We encourage customers to raise complaints as soon as reasonably possible after the event, so that details are fresh and evidence is easier to obtain.

Our Complaints Handling Stages

Our complaints handling process is structured in stages to ensure that issues are addressed promptly and, where necessary, reviewed at a higher level.

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log it and carry out an initial review. We aim to acknowledge receipt of your complaint within a reasonable time, usually within a few working days. In our acknowledgement, we will confirm that we have received your complaint, outline the next steps, and let you know when you can expect a fuller response.

Stage 2: Investigation

Your complaint will be investigated by an appropriate member of the Man with Van Westminster team. This may include reviewing booking records, speaking with the staff involved, examining any photographs or supporting documents, and considering our terms and conditions and service standards.

During this stage, we may contact you for further information or clarification. Providing timely, detailed responses to any questions we ask will help to speed up the investigation and ensure that our understanding of events is accurate and complete.

Stage 3: Response and Outcome

Once the investigation is complete, we will provide a written response. This will set out our understanding of the complaint, a summary of the steps we took to investigate, our findings and conclusions, and any actions we propose to take as a result. Possible outcomes may include an explanation or apology, corrective action or service improvements, or, where appropriate and in line with our terms and conditions, an offer of remedy.

We aim to respond as promptly as possible, but the time taken may vary depending on the complexity of the issue. If we need more time, we will tell you and explain why.

Stage 4: Escalation

If you are not satisfied with our Stage 3 response, you may ask for your complaint to be reviewed at a higher level within Man with Van Westminster. When requesting an escalation, please explain why you remain dissatisfied and what outcome you are seeking. The escalated review will consider whether the original investigation was thorough, whether our decision was reasonable based on the evidence available, and whether our proposed resolution remains appropriate.

Time Limits and Evidence

We ask that complaints are raised within a reasonable period after the date of service, particularly for any claims relating to loss or damage. Delays in reporting can make investigation more difficult and may affect our ability to verify what has happened. We recommend taking photographs of any alleged damage as soon as it is noticed and retaining any relevant documentation such as inventories, quotes or receipts.

Our Approach to Fairness and Confidentiality

All complaints are handled with impartiality, courtesy and respect. We will base our decisions on the evidence available and on our written terms and conditions. We do not discriminate against anyone who raises a complaint in good faith, and using this procedure will not affect your ability to use our services in future.

Information you provide as part of a complaint will be treated sensitively. We will share details only with those who need to know in order to investigate and respond, and we will handle personal information in line with applicable data protection principles.

Using Feedback to Improve Our Service

Complaints and customer feedback are an important source of information about how our removal and transport services are performing. We regularly review complaint trends to identify areas where our processes, training or communication can be improved. Where appropriate, we will update our procedures and guidance to our teams to reduce the likelihood of similar issues occurring again.

Alternative Dispute Options

We aim to resolve complaints directly with customers wherever possible. If we are unable to reach an agreement, you may wish to seek independent advice regarding your rights. Any external options you choose to pursue will be separate from this internal complaints procedure.

Review of This Procedure

Man with Van Westminster keeps this complaints procedure under regular review to ensure it remains clear, effective and appropriate for the range of services we provide. Updates may be made from time to time, and the most recent version will apply to new complaints raised about our services.