Complaints Procedure
Complaints Procedure for Man With Van Docklands Customers
Man With Van Docklands is committed to delivering reliable, efficient and professional moving services. 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 at each stage of the process.
Purpose of This Complaints Procedure
The purpose of this procedure is to ensure that all complaints are handled in a fair, transparent and timely manner. It applies to all customers who use our man and van and removal services, whether for household moves, office moves, student moves or deliveries.
We use feedback and complaints to improve our services, staff training and internal systems. Every complaint is taken seriously and reviewed carefully.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, vehicles, charges, communication or outcomes, where you would like a response or resolution. This can include, but is not limited to:
Issues with punctuality or reliability of drivers or teams.
Concerns about the handling, loading, unloading or protection of your belongings.
Questions or disputes about prices, quotes, additional charges or payment terms.
Concerns about attitude, behaviour or communication from any member of our team.
Problems related to booking, scheduling, cancellations or changes to agreed arrangements.
If you are unsure whether your issue counts as a complaint, you may still raise it using this procedure and we will treat it accordingly.
How to Raise a Complaint
You can raise a complaint verbally or in writing. While we are happy to discuss issues informally, we recommend putting your complaint in writing wherever possible so that we have a clear record of the details. When submitting a complaint, please include:
Your full name and, if relevant, the name under which the booking was made.
The date and approximate time of the job or incident.
The collection and delivery locations for the move or service.
A clear description of what went wrong and how it affected you.
Any relevant evidence, such as photos of damage, copies of quotes or invoices, or notes of conversations.
What outcome you are seeking, for example an explanation, apology, correction, or compensation assessment.
Time Limits for Making a Complaint
To help us investigate effectively, we ask that you raise your complaint as soon as possible after the issue arises. For damage to items or property, you should inform us as soon as you become aware of the issue. Delays in reporting may limit the options available or make it harder to establish the facts, especially once moves are complete and items have been unpacked or relocated.
Our Complaints Handling Stages
We aim to resolve most concerns quickly and informally, but when a formal complaint is made it will go through the following stages.
Stage 1: Initial Review and Acknowledgement
Once we receive your complaint, we will log it in our internal system and assign it to an appropriate member of our team. We will acknowledge your complaint and confirm that it is being reviewed. At this stage we may ask for additional information or clarification if anything is unclear.
Stage 2: Investigation
The designated member of staff will investigate your complaint. This may include:
Reviewing booking information, job sheets and any relevant documentation.
Speaking to the driver or team members who carried out the work.
Reviewing photographs, inventory lists or condition reports where available.
Assessing any damage claims, including the condition of items and packing arrangements.
Considering relevant terms and conditions under which the service was provided.
We will aim to complete this investigation as quickly as reasonably possible. Complex cases, such as those involving multiple moves, extensive damage or third-party involvement, may require more time.
Stage 3: Response and Outcome
Following our investigation, we will provide you with a written response setting out:
Our understanding of your complaint.
The steps we have taken to investigate it.
Our findings based on the information available.
Any proposed resolution, which may include an apology, explanation, corrective action, service improvement measures, or a compensation assessment where appropriate and within the scope of our terms and conditions and any relevant insurance cover.
If you accept our proposed resolution, the complaint will be closed. If you remain unhappy, you may move to the next stage.
Stage 4: Escalation and Further Review
If you are dissatisfied with the outcome at Stage 3, you can request an internal review. A different senior member of our team, who was not involved in the original investigation, will re-examine the complaint, the steps taken, and the decision reached.
The reviewer may uphold, change or overturn the original outcome. Their decision will be explained to you in writing. This is the final stage of our internal complaints process.
Claims for Loss or Damage
Where a complaint involves loss or damage to goods or property, our handling of the claim will be guided by our terms and conditions and any applicable insurance arrangements. It is your responsibility to:
Notify us of any damage as soon as possible.
Provide evidence of damage, including clear photographs and descriptions.
Retain damaged items for inspection if requested.
Provide proof of value or ownership if required for a compensation assessment.
Certain items and circumstances may be excluded or limited under our terms, such as pre-existing damage, self-packed fragile items, or situations beyond our reasonable control. These details are set out in our general service terms.
How We Use Complaints to Improve Our Service
We review complaints regularly to identify patterns or areas where our removal and man and van services can be improved. This may include changes to training, packing practices, handling techniques, scheduling processes or communication methods.
Our aim is not only to resolve individual complaints but also to reduce the likelihood of similar issues arising in future, across both local moves and longer-distance jobs.
Confidentiality and Data Protection
All complaints are handled in line with our privacy and data protection obligations. Information you provide will only be shared with staff who need it to investigate and resolve your complaint. We will retain records of your complaint and our response for a reasonable period, so that we can monitor service quality and address any follow-up matters.
Accessibility and Support
We want our complaints process to be accessible to all customers. If you have any particular needs or communication preferences, please let us know when you raise your complaint so that we can make reasonable adjustments. This may include using a preferred communication method, providing information in a different format or allowing a representative to act on your behalf.
Continuous Commitment to Fairness
Man With Van Docklands is committed to dealing with every complaint fairly and without discrimination. Your right to complain is an important part of our commitment to customer care. Using this procedure will not affect your right to seek independent advice or pursue other remedies available to you under applicable law.
