Complaints Procedure

Man With a Van Chiswick Complaints Procedure

Man With a Van Chiswick is committed to providing a reliable and professional removals and man with a van 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 and continually improve our services. This complaints procedure explains how to raise a concern, how we will respond, and what you can expect from us at every stage.

Purpose of this Complaints Procedure

The purpose of this complaints procedure is to give all customers a clear, fair and transparent process for raising any dissatisfaction with our removals and transport services. It applies to all customers who have used, or attempted to use, Man With a Van Chiswick for moving, collection, delivery or related services.

This procedure covers complaints about the standard of service, conduct of staff or drivers, damage to property or belongings, delays, cancellations and any other concerns connected to the services we provide.

What We Consider a Complaint

A complaint is any expression of dissatisfaction, whether verbal or written, where you would like a response or resolution. Examples include:

Poor communication before, during or after your move.

Concerns about how your belongings were handled or transported.

Disputes about charges, invoices or quotations.

Dissatisfaction with punctuality, behaviour or professionalism.

Issues with how previous concerns were handled.

We treat all complaints seriously, regardless of the nature or perceived severity of the issue.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. We encourage you to contact us as soon as possible after the issue occurs, as this helps us understand what happened and investigate fully.

You may make a complaint verbally or in writing. When raising a complaint, it is helpful if you can provide the following information:

Your full name and the date your service took place.

Any reference you have been given for your booking.

A clear description of what went wrong and when it happened.

Details of any loss or damage, including photographs where appropriate.

How you would like us to resolve the matter, where this is known.

If you are complaining on behalf of someone else, please explain your relationship to that person and confirm that you have their permission to raise the complaint.

Our Complaints Handling Stages

We follow a structured process to ensure all complaints are handled consistently and fairly.

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will record the details and acknowledge that we have received it. Where possible, we aim to acknowledge complaints within three working days. If your complaint was made verbally and can be resolved immediately, we will try to do so at this stage.

If we need more information to understand the issue, we may contact you to clarify certain points. This helps us carry out a fair and accurate review.

Stage 2: Investigation

Your complaint will be reviewed by a person who has not been directly involved in the issue you are complaining about, where practical. The investigation may involve:

Reviewing your booking details and any written records.

Speaking with the driver or team members involved in your move.

Examining photographs, inventory lists or damage reports.

Considering our internal policies, terms and conditions and industry practice.

We aim to complete our investigation and provide a full response within fourteen working days of acknowledging your complaint. If the issue is complex and we need more time, we will tell you and provide an estimated timescale for our response.

Stage 3: Response and Resolution

At the end of our investigation we will provide you with a clear outcome. This will normally include:

A summary of the complaint raised.

Details of our investigation and what we have found.

Our decision about whether your complaint is upheld in full, in part or not upheld.

Any actions we propose to take to resolve the matter.

Possible outcomes may include an apology, an explanation, corrective action, service improvements, a gesture of goodwill or, where appropriate and in line with our terms and conditions, consideration of compensation for proven losses or damage.

Stage 4: Escalation

If you are not satisfied with the outcome at Stage 3, you may ask for your complaint to be reviewed again. When doing so, please explain why you remain dissatisfied and what you feel has not been addressed.

An escalation review will be undertaken by a more senior member of our team where possible. They will consider the original complaint, the investigation carried out and the response already provided, and decide whether any further action is needed. We will aim to provide an escalation response within fourteen working days.

The decision at this stage will normally be considered our final position on the matter.

Time Limits for Complaints

To enable us to investigate effectively, we ask that complaints relating to a completed removal or transport service are raised within a reasonable time frame. We generally expect complaints about service quality or conduct to be raised within one month of the service date, and complaints involving loss or damage to property to be raised as soon as possible after discovery.

We may still consider complaints raised outside these timescales, but our ability to investigate and offer a resolution may be limited.

Fairness, Confidentiality and Data

All complaints will be handled fairly, without discrimination or prejudice. Making a complaint will not affect the level of service you receive from Man With a Van Chiswick in the future.

Information you provide as part of a complaint will be treated as confidential and used only for the purposes of investigating and resolving your concerns, improving our services and meeting our legal or regulatory obligations. Records of complaints will be retained in line with our data and record-keeping policies.

Using Feedback to Improve Our Service

We use complaints and customer feedback to identify trends, training needs and areas where our removals and man with a van services can be improved. This may include reviewing our procedures for packing and loading, updating our communication processes, or providing additional training to staff and drivers.

By following this complaints procedure, we aim to resolve your concerns as quickly and fairly as possible and to use your experience to help us deliver a more reliable and professional service for all customers.