Complaints Procedure

Complaints Procedure for Man with Van Plaistow

Man with Van Plaistow is committed to providing a reliable and professional 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 the steps we will take to put things right wherever possible.

Our Commitment to Resolving Complaints

We aim to deal with all complaints fairly, consistently and in a timely manner. Every complaint is taken seriously and is viewed as an opportunity to review and improve our services. We will always try to resolve issues at the earliest possible stage, ideally during or immediately after the move, but we also recognise that some matters may only come to light later.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether verbal or written, about any aspect of our man and van or removal services. This may include, but is not limited to:

Issues with punctuality or timekeeping on the day of the move; concerns about the handling or protection of your belongings; problems with communication before, during or after your booking; disagreement about charges or services delivered compared to what was agreed; general concerns about the conduct or attitude of staff or drivers.

If something is bothering you, we encourage you to treat it as a complaint so that we can investigate and respond properly.

Step One: Raising Your Concern Informally

Where possible, please raise any concerns informally at the time they arise. If the issue occurs on moving day, speak directly to the driver or team leader on site. Many problems can be resolved immediately once we are made aware of them.

If the concern arises shortly after the service has been completed, you can contact us using the usual communication method you used to make your booking. When doing so, please clearly explain that you wish to raise a complaint so that it can be handled under this procedure.

Step Two: Making a Formal Complaint

If your concern cannot be resolved informally, or you are not satisfied with the initial response, you may make a formal complaint. To help us investigate thoroughly, please provide the following information:

Your full name and any reference or booking details; the date and approximate time of the move or service; a clear description of what went wrong and when it happened; details of any staff or drivers you dealt with, if known; information about any loss or damage, including photographs if available; what outcome you are seeking, such as an explanation, apology, or consideration of compensation.

We encourage you to submit your complaint in writing so that there is a clear record of the issues raised. This also helps us ensure we fully understand your concerns.

Acknowledging Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement we will confirm that we have received your complaint, outline the next steps and provide an estimated timescale for a full response. If we need any further information or evidence from you to proceed with the investigation, we will explain what is required.

How We Investigate Complaints

Your complaint will be reviewed by a person with appropriate authority who was not directly responsible for the issue you have raised, where practicable. Our investigation may involve:

Reviewing booking details, quotes and any written agreements; speaking with the driver or team members involved; examining any photographs or evidence you provide; checking internal records such as job sheets, timing logs and notes; considering any relevant policies, terms and conditions or industry guidance.

We aim to complete our investigation within a fair and reasonable period. If for any reason we need more time, we will let you know and explain why there is a delay.

Our Response and Possible Outcomes

Once the investigation is complete, we will provide a clear written response. This will normally include:

A summary of the issues you raised; the findings of our investigation; whether your complaint has been upheld in full, in part, or not upheld; any actions we propose to take to resolve the matter.

Depending on the circumstances, possible outcomes may include:

A verbal or written apology; an explanation or clarification of what happened; practical steps to remedy the situation where possible; consideration of a goodwill gesture or compensation, in line with our terms and conditions and any applicable insurance cover; changes to internal processes, staff training or service delivery to help prevent similar issues in future.

Escalating Your Complaint

If you are not satisfied with our final response, you may ask for your complaint to be reviewed again. When you do this, please explain why you remain dissatisfied and what you think has not been properly addressed. We will then arrange for a further review by a senior person not previously involved in the complaint, where this is possible.

After this stage, if you still feel that your concerns have not been resolved, you may wish to seek independent advice. This may include contacting a consumer advice organisation or seeking legal guidance, particularly where you believe there has been financial loss or significant damage.

Time Limits for Making a Complaint

We ask that complaints relating to damage, loss or service issues are raised as soon as reasonably possible after the move, while details are still fresh and evidence is easier to obtain. In many cases, this means within a short period of the service being completed. However, we will always consider the specific circumstances and reasons for any delay when deciding how to proceed.

Data Protection and Confidentiality

Any personal information you provide in connection with a complaint will be handled in line with our privacy practices and relevant data protection requirements. Details of your complaint will only be shared internally with those who need to know in order to investigate and resolve the matter. We will not disclose your information to third parties unless required by law or with your explicit consent.

Continuous Improvement

Feedback from customers, including complaints, is an important part of improving our man and van and removal services. We regularly review complaints to identify patterns or recurring problems, and we use this information to refine our procedures, training and service standards. By raising a complaint, you are helping us maintain and enhance the quality of the service we offer to all customers.