Complaints Procedure for Man With a Van Marylebone

Man With a Van Marylebone is committed to providing a professional and reliable removal service for customers planning moves of all sizes. We understand that, despite our best efforts, there may be occasions when you feel dissatisfied with some aspect of our service. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us throughout the process.

Our Commitment to Handling Complaints

We take all complaints seriously and use them to improve our services. Every complaint is handled fairly, confidentially, and without prejudice. We aim to resolve issues as quickly as possible and to keep you informed at every stage. Our objectives are to listen carefully, investigate thoroughly, respond clearly, and put things right where we are at fault.

What This Procedure Covers

This procedure covers complaints about our removal and man and van services, including local moves, item transportation, packing or loading issues, punctuality, conduct of staff, care of belongings and property, and administrative matters such as bookings and invoicing.

This procedure does not cover disputes that have already been resolved through legal proceedings or matters unrelated to our services.

Raising an Informal Complaint

Where possible, we encourage you to raise any concerns informally in the first instance. If an issue arises on the day of your move, please speak directly with the team leader on site and explain the problem clearly. Many issues can be resolved immediately with a practical solution, such as adjusting how items are handled, reviewing access arrangements, or clarifying agreed services.

If your concern arises before or after the move date, you can contact our office to discuss the matter. Providing your full name, service date, and a brief description of the issue will help us respond more quickly. We will aim to resolve informal complaints at this stage without the need to use the formal procedure.

Making a Formal Complaint

If you are not satisfied with the outcome of an informal discussion, or if the matter is serious, you can submit a formal complaint. To help us investigate thoroughly, please set out your complaint in writing and include your full name, your service address, the date of the removal or booking, a clear description of what went wrong, details of any damage or loss (if applicable), and what outcome you are seeking.

Providing photographs, inventory notes, or other supporting information can help us assess any issues related to items moved, access conditions, or property damage. Please submit your complaint as soon as possible, ideally within a reasonable period after the service has been provided, so that we can obtain accurate information from our team.

How We Will Respond

Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. We will record the details and assign a member of our management team to investigate. The investigation may involve reviewing booking records, service notes, photographs, and any communications, as well as obtaining statements from the staff members involved.

We aim to provide a full written response within a clear and reasonable timescale. If we need longer to complete our investigation, for example due to the complexity of the issue or the need to obtain additional information, we will let you know and provide an updated timeframe.

Possible Outcomes

After we have completed our investigation, we will provide you with a written response explaining our findings and any actions we propose to take. Possible outcomes may include an explanation or clarification, an apology where we are at fault, corrective action in relation to our processes or staff, or an offer of a practical remedy or goodwill gesture where appropriate and justified.

If we conclude that we are not responsible for the issue you have raised, we will explain the reasons for our decision and provide any supporting information on which we have relied.

Escalating Your Complaint

If you remain dissatisfied after receiving our response, you may request that your complaint is reviewed at a higher level within the company. When asking for a review, please explain why you are unhappy with the initial outcome and highlight any points you feel have not been properly considered.

A senior member of our management team will then reassess your complaint, review the investigation, and consider any additional information you have provided. We will then issue a final response setting out our position.

Complaints about Damage or Loss

Where your complaint relates to alleged damage or loss to items or property during a move, it is important that you notify us as soon as you become aware of the issue. Please provide clear details and, where possible, photographs of the damage, as well as any relevant receipts or valuations.

We will assess whether the damage is consistent with the services provided and the conditions at the time of the move, including access and packaging. The outcome may be influenced by the terms and conditions that applied to your booking, including any stated limitations or exclusions.

Using Feedback to Improve Our Service

We value all feedback, including complaints, as an opportunity to review and enhance our removal services. The information we gather through this procedure may be used to provide additional training for team members, improve communication with customers, refine our booking and planning processes, and strengthen our standards for handling and transporting items.

Confidentiality and Data Protection

All complaints are handled in confidence and only shared with staff who need to know the details in order to investigate and respond. Any personal information you provide will be processed in line with our data protection responsibilities and used only for the purposes of managing your complaint and improving our services.

Review of This Complaints Procedure

This Complaints Procedure is reviewed regularly to ensure that it remains clear, fair, and effective for customers using Man With a Van Marylebone. We may update the procedure from time to time to reflect changes in our operations, service area, or legal requirements. The version published on our website will always be the most current.

If you have any questions about this Complaints Procedure or need assistance in making a complaint, please contact us using the usual communication methods set out on our website or in your booking confirmation.