Man with Van West Ham Complaints Procedure

This complaints procedure explains how customers can raise concerns about the services provided by Man with Van West Ham and how those concerns will be managed. Our aim is to offer a clear, fair and timely process that helps resolve issues effectively and improves the quality of our removal and man and van services.

Our Commitment to You

We aim to deliver reliable and professional moving services for homes, flats, offices and smaller removals. If something goes wrong, we want to know about it so we can put things right where possible and learn from the experience. Every complaint is taken seriously, handled confidentially and reviewed by an appropriate member of our team.

What This Procedure Covers

This procedure applies to complaints about our man and van and removal services, including but not limited to punctuality, conduct of staff, condition of vehicles, care of belongings, communication before or during the job, and billing or charges. It does not cover general enquiries, requests for quotes or routine booking changes, which should be dealt with through our normal customer contact channels.

Making a Complaint

We encourage you to raise concerns as soon as possible, ideally on the same day the issue occurs. This gives us the best chance to investigate while details are still clear and evidence is available.

When making a complaint, please provide the following information so we can investigate thoroughly and efficiently:

Your full name and the address where the service was carried out, the date and approximate time of the booking, a clear description of what happened and why you are dissatisfied, details of any damage or loss, including photographs if available, and any steps already taken to try to resolve the issue with our team on the day.

You may provide your complaint in writing or verbally, but we recommend putting it in writing so there is a clear record of the issues raised.

Stage One: Informal Resolution

Where possible, complaints should first be raised informally with the driver or team leader on the day of the move, or with our office contact shortly afterwards. Many concerns can be resolved quickly at this stage through discussion, clarification of arrangements or immediate corrective action.

If you are not satisfied with the outcome at this stage, or feel unable to raise the issue with staff present at the job, you can request that your complaint is escalated to a formal review.

Stage Two: Formal Complaint

To start a formal complaint, please set out your concerns clearly and include all relevant details. Once we receive your formal complaint, we will acknowledge it within a reasonable time frame. The acknowledgement will confirm that we have received your complaint and explain the next steps in the process.

A member of the management team will review the information provided, speak with the staff involved where necessary, and consider any supporting evidence such as photographs, job notes or inventory records.

We aim to provide a full written response within a reasonable period, taking into account the complexity of the complaint. If we need more time to investigate, we will let you know and explain the reason for the delay, along with an updated expected timescale for our final response.

Our Investigation and Response

During our investigation we will review what was agreed at the time of booking, what was carried out on the day of the move, any written or verbal communication between you and our team, and any evidence of damage, delay or other issues.

When our investigation is complete, we will provide one of the following outcomes: an explanation of what happened and why, an apology where we are at fault, details of any corrective action taken to prevent a recurrence, and where appropriate, an offer of practical resolution which may include repair, replacement or a goodwill gesture, in line with our responsibilities and limitations.

Escalating Your Complaint

If you are not satisfied with our formal response, you may request a further review. You should explain clearly which parts of our response you disagree with and why, and provide any additional information you feel has not been considered.

A more senior member of the team will then review both your original complaint and our response. This review will focus on whether the investigation was fair, whether the evidence was properly considered and whether our decision was reasonable in the circumstances.

Time Limits for Complaints

To enable a fair and accurate investigation, complaints should normally be made within a reasonable time of the service being provided. Complaints raised after a significant delay may be more difficult to assess, especially where evidence is no longer available. However, we will always look at each case on its own facts and make every effort to be fair.

Claims for Loss or Damage

If your complaint relates to loss of or damage to belongings, please provide as much detail as possible, including photographs, a description of the items involved and any relevant proof of value, where available. We will assess such claims in line with our terms and conditions and any applicable limitations of liability. We may request additional information to help us determine responsibility and the appropriate form of redress.

Confidentiality and Data Protection

All complaints will be handled in a confidential manner. Information will only be shared with staff who need it to investigate and respond. Any personal data provided as part of a complaint will be processed in line with our data protection obligations and used only for the purpose of handling the complaint and improving our services.

Using Feedback to Improve Our Service

We welcome feedback, including complaints, as a valuable source of information about how our man and van and removal services are performing. We regularly review complaint outcomes and trends to identify areas where we can improve staff training, communication, handling of goods and the overall customer experience.

By following this complaints procedure, Man with Van West Ham aims to ensure that every concern is listened to, investigated fairly and used as an opportunity to maintain and improve the quality of our moving services.