Complaints Procedure for Man with Van Wanstead Customers

Man with Van Wanstead is committed to providing a reliable and professional moving and removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so that we can put things right where possible and improve our service for future customers.

Our Commitment to Handling Complaints

We aim to handle all complaints fairly, consistently and within a reasonable timeframe. Every complaint is taken seriously, whether it relates to customer service, handling of goods, timekeeping, charges, or any other aspect of our removal services. Our goals are to understand what has gone wrong, to resolve matters as quickly as we can, and to learn from the experience.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not, where you would like a response or resolution. This may include issues such as delays, damage to items, conduct of staff, communication before or during the move, or disputes over charges. Feedback that does not require a response is still welcomed, but it will not be treated as a formal complaint unless you ask us to do so.

How to Raise a Complaint

You can raise a complaint verbally or in writing. We recommend putting your concerns in writing so that there is a clear record of what has happened. When submitting a complaint, please provide as much detail as possible, including:

• Your full name
• The date of your move or booking
• The collection and delivery addresses used for the service
• A clear description of what went wrong
• Any relevant timings, names of staff, or vehicle details
• Details of any loss or damage, including photographs where available
• The outcome you are seeking, for example an explanation, apology, or compensation

Providing detailed information helps us to investigate your concerns thoroughly and respond more efficiently.

Time Limits for Submitting Complaints

We ask that you raise any concerns as soon as reasonably possible. For issues involving damage or loss of items, we recommend submitting your complaint as soon as you discover the problem. Prompt notification allows us to confirm details while they are fresh, check records and speak to the team involved. Although we will consider complaints raised later, delays can make it more difficult to investigate and may affect what resolutions are available.

What Happens After You Complain

Once we have received your complaint, we will follow these steps:

1. Acknowledgement: We will confirm that we have received your complaint and that it is being reviewed.
2. Initial Review: We will check the details of your booking, speak to any staff involved and review any relevant notes, messages or paperwork.
3. Investigation: Where necessary, we will conduct a more detailed investigation into the events, including how the move was planned and carried out.
4. Response: We will provide you with a clear response explaining our findings and, where appropriate, any proposed resolution.

Timescales for Responses

We aim to acknowledge all complaints within a reasonable period of receiving them. A full response will usually be provided after we have completed our investigation. The time needed will depend on the complexity of the issue, the availability of staff involved and the amount of information to review. If we need more time than expected, we will let you know and keep you updated on progress.

Possible Outcomes and Resolutions

Once we have investigated your complaint, we will explain what we have found and why we have reached our conclusion. Where your complaint is upheld, possible outcomes may include:

• An explanation of what happened and why
• An apology for any inconvenience or distress caused
• Steps to correct errors where practical
• A review or change of our internal procedures to help prevent a repeat
• A goodwill gesture or compensation, where appropriate and in line with our terms and conditions

Where we do not uphold your complaint, we will clearly explain the reasons and the information we have relied upon.

If You Are Still Unhappy

If you are not satisfied with our initial response, you can ask for your complaint to be reviewed again. In this case, a more senior member of our team will re-examine the information available, along with any additional details you wish to provide. They will then issue a final response. This internal review is intended to ensure that your concerns have been properly considered and that our decision is fair and reasonable based on the evidence.

Record Keeping and Service Improvement

We keep a record of all formal complaints and the steps taken to resolve them. These records help us identify patterns, recurring issues and areas where our moving and removal services can be improved. By reviewing complaints on a regular basis, we can make targeted changes to staff training, procedures, scheduling and communication, helping us to provide a more reliable and efficient service to customers in all areas we cover.

Fair Treatment and Respect

We expect all customers and staff to treat each other with courtesy and respect throughout the complaints process. We will not refuse to consider a genuine complaint; however, we may manage contact differently in cases of abusive, discriminatory or threatening behaviour. Our priority is to resolve issues constructively and to maintain a safe working environment for our team while addressing your concerns in a fair and balanced way.

Review of This Complaints Procedure

This complaints procedure is reviewed regularly to ensure it remains clear, accessible and effective for customers using our man and van and removal services. Any updates will apply to future complaints and will be designed to improve transparency, fairness and response times. We encourage all customers to share feedback, whether positive or negative, so that we can continue to develop the quality of our service.