Complaints Procedure for Man With a Van Whitechapel

Man With a Van Whitechapel aims to deliver reliable, professional and courteous moving services for every customer. We recognise that, on occasion, things may not go to plan. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear, fair and timely process for resolving complaints about our removals and man and van services. We view all feedback, including complaints, as an important opportunity to improve how we plan moves, handle belongings and communicate with customers.

What This Procedure Covers

This procedure applies to complaints about any aspect of our services, including but not limited to:

Service quality on moving day, punctuality, handling and care of goods, conduct and behaviour of staff, accuracy of quotations, clarity of charges and invoicing, damage, loss or delay relating to items we transport, and communication before, during or after your move.

It does not cover general enquiries, new booking requests, or routine service questions that can be addressed by our customer support team in the normal way.

Principles We Follow

Our approach to complaints is based on the following principles. We will treat every complaint seriously and respectfully. We will be objective, listening to all sides and reviewing relevant information. We will aim to resolve matters promptly and keep you informed throughout. We will protect your personal information and handle it securely. We will use the outcome to improve our services wherever possible.

How to Make a Complaint

You can raise a complaint as soon as you become aware of a problem with your move. The sooner you tell us, the more easily we can investigate and put things right. When you contact us, please provide as much detail as possible, including your full name, the collection and delivery addresses, the date of your move, a clear description of what went wrong, when the issue occurred, and any steps already taken to address it on the day of the move.

If your complaint relates to damage or loss of items, please keep any relevant evidence such as photos, receipts, and packaging until the matter is fully resolved.

Informal Resolution in the First Instance

Where possible, we encourage customers to raise any immediate concerns with the team on site on the day of the move. Many issues can be resolved quickly and informally, for example by adjusting how items are loaded, clarifying an agreed service, or revisiting a particular room or area.

If your concern is not resolved on the day, or if you prefer not to discuss it with the on-site team, you may escalate the matter via our formal complaints process as set out below.

Formal Complaints Process

Stage 1: Acknowledgement

Once we receive your complaint, we will record the details and allocate it to a responsible person for review. We will normally acknowledge your complaint within a reasonable timeframe and explain the next steps, including any further information we may need from you.

Stage 2: Investigation

We will then investigate your complaint. This may include reviewing booking information and job notes, speaking with the removal team involved, checking any photographs or supporting evidence you provide, and assessing whether our agreed terms and conditions were followed.

Where appropriate, we may contact you during the investigation to clarify details or request further information that will help us understand what has happened.

Stage 3: Response and Outcome

After we have completed our investigation, we will provide you with a clear and reasoned response. This will normally include a summary of your complaint, the findings of our investigation, our decision and the reasons for it, and any remedy or proposed next steps.

Possible outcomes may include an apology, an explanation or clarification, a practical solution such as revisiting the property to complete agreed work, or, where justified and in line with our terms, a financial gesture or contribution towards loss or damage. Each case is considered on its own facts and circumstances.

Timeframes

We aim to deal with complaints as quickly as reasonably possible, taking into account the complexity of the matter and the availability of information. Straightforward issues may be resolved within a few working days. More complex matters, such as those involving alleged damage or loss of items, may take longer while we gather and assess evidence.

If we anticipate that our investigation will take longer than usual, we will let you know and provide an indication of when you can expect a full response.

Escalation if You Are Not Satisfied

If you are not satisfied with our response at the conclusion of our investigation, you may ask for a further review. When you do this, please explain which aspects of our decision you disagree with and why, and provide any additional information that you believe is relevant.

We will then arrange for your complaint and our initial findings to be reviewed, where possible, by a different person who was not directly involved in the first decision. Following this review, we will provide a final response explaining the outcome.

Claims for Damage or Loss

Where your complaint involves alleged damage or loss of property, it is important that you notify us as soon as you become aware of the issue. This allows us to check vehicle loads, team reports and job records in a timely manner. We may ask you for photographs of the damage, proof of value, and confirmation that the items were in good condition before the move.

Any settlement for loss or damage will be considered in line with our terms and conditions and any applicable limitations or exclusions discussed at the time of booking. We may also discuss practical repair or replacement options where appropriate.

Data Protection and Confidentiality

All information provided as part of a complaint will be treated confidentially and used only for the purpose of investigating and resolving the matter, monitoring service quality, and meeting any legal or regulatory requirements. We will handle your personal data in accordance with applicable data protection law and our privacy practices.

Continuous Improvement

We regularly review the complaints we receive to identify recurring issues, training needs and opportunities to improve our planning, scheduling, communication and handling of customer belongings. Feedback from our complaints process helps us to refine how we manage moves and support customers before, during and after their relocation.

By following this Complaints Procedure, Man With a Van Whitechapel aims to address concerns fairly and constructively, and to maintain the trust of customers who rely on our removal and man and van services.