Complaints Procedure

Complaints Procedure for Man with Van Canary Wharf

This complaints procedure explains how Man with Van Canary Wharf handles concerns and complaints about our removal and moving services. Our aim is to resolve issues quickly, fairly, and transparently, while using feedback to continually improve our man and van and light removals operations.

Our Commitment to You

We are committed to providing a reliable, courteous, and professional moving service. If something goes wrong, we want to know about it. We will treat every complaint seriously, investigate it carefully, and aim to put things right wherever possible. We will handle all complaints in a respectful, non-discriminatory, and confidential manner.

What This Procedure Covers

This procedure applies to complaints about our moving and removal services, including but not limited to domestic moves, small office moves, local transport of items, packing and loading, punctuality, staff conduct, handling of goods, and communication before, during, and after a booking.

It applies to all customers who use or have used Man with Van Canary Wharf. It does not cover general enquiries, requests for quotes, or routine booking changes, which should be handled through our usual customer service channels.

Informal Resolution

Where possible, we encourage you to raise any concern as soon as it arises, ideally on the day of the move or immediately after noticing a problem. Many issues can be resolved quickly and informally through a discussion with the driver or coordinator responsible for your booking. We will always try to find a practical and fair solution at this early stage, such as clarifying misunderstandings, agreeing on corrective actions, or arranging a follow-up visit where appropriate.

How to Make a Formal Complaint

If you are unable to resolve your concern informally, or if the matter is more serious, you may make a formal complaint. Please provide the following information so that we can investigate effectively:

The date of your move or service, your full name and any booking reference you were given, the address for pick-up and delivery, a clear description of what went wrong, when it happened, and who was involved, details of any damage, delay, or loss, supported by photographs where available, and how you would like us to resolve the issue, where possible.

You should submit your complaint in writing so that we have a clear record of your concerns and can respond accurately.

Time Limits for Making a Complaint

We ask that you make your complaint as soon as possible after the issue occurs. For concerns about service quality or staff conduct, complaints should normally be submitted within 14 days of the move. For damage or loss of items, complaints should normally be submitted within 7 days of the move or from the date you discovered the issue, if later. Complaints made after these timeframes will still be considered, but our ability to investigate fully may be limited.

How We Will Handle Your Complaint

Once we receive your formal complaint, we will log it in our internal system and begin our investigation. We will acknowledge that we have received your complaint and confirm that it is being reviewed. We will normally provide this acknowledgement within a reasonable period.

We will then investigate the circumstances of your complaint. This may include reviewing booking records, route and timing information, photographs and condition reports where available, and speaking with the staff members involved. We may contact you for further information or clarification so that we can fully understand your experience.

After the investigation, we will provide a written response setting out our findings, any steps we have already taken, any further actions or remedies we propose, and any changes we plan to make to our processes to reduce the risk of similar issues happening again.

Timescales for Responses

We aim to resolve most complaints within 14 days of receipt. If we are unable to complete our investigation within this timescale, for example due to the need to obtain additional information, we will let you know and provide an updated timescale. Our priority is to provide a thorough and fair response, even where this may require additional time.

Possible Outcomes and Remedies

Depending on the nature of your complaint and the outcome of our investigation, we may offer different forms of resolution. These may include an explanation of what went wrong and why, a sincere apology, corrective actions such as a return visit or re-scheduling where feasible, practical support to help put things right where appropriate, and where justified and in line with our terms and conditions, financial remedies or contributions towards repair or replacement of damaged items.

Any remedies will take into account the specific circumstances of your move, the condition and value of items, the evidence available, and the terms under which the service was provided.

If You Are Not Satisfied

If you are unhappy with our initial response, you may ask for your complaint to be reviewed. This review will be carried out by a different person or manager, where possible, to ensure a fresh and independent look at the issues raised. We will consider any new information you provide and issue a final written response setting out our position.

Confidentiality and Data Protection

All complaints will be handled in confidence and only shared with those who need to know in order to investigate and resolve the matter. We will store information relating to your complaint securely and in line with our data protection responsibilities. We may use anonymised information from complaints to improve our training, procedures, and quality control.

Continuous Improvement

Feedback and complaints help us improve the way we deliver our man and van and removal services. We regularly review complaints to identify patterns, training needs, and opportunities to improve route planning, communication, scheduling, and handling of goods. By following this procedure, we aim not only to resolve individual problems but also to deliver a more reliable and efficient moving service in the future.

This complaints procedure is reviewed periodically and may be updated to reflect changes in our services, regulations, or best practice. The version available at the time you raise your complaint will apply to the handling of your case.