Man with Van Watford Complaints Procedure

Man with Van Watford is committed to providing reliable, professional and friendly moving and transport services. 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 what you can expect at each stage of the process.

Purpose of this Complaints Procedure

The purpose of this complaints procedure is to provide a clear and fair process for resolving any dissatisfaction relating to our services. This includes, but is not limited to, home removals, small office moves, man and van hire, item collection and delivery, loading and unloading services, and any related customer service matters.

We use feedback and complaints to improve our service, staff training and operational standards. All complaints are treated seriously and handled with respect, confidentiality and without discrimination.

What Is a Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, about the standard of our work, the conduct of our staff or contractors, the condition of your belongings on delivery, our pricing transparency, our timekeeping, or the information you were given before, during or after your move.

We encourage you to tell us if you have concerns, even if you are not sure whether your concern counts as a formal complaint. Our team will help you decide the most appropriate way forward.

Who Can Make a Complaint

This complaints procedure is open to any customer who has used, or has booked, our services, including private individuals, landlords, tenants, businesses and organisations. A complaint can also be made by a representative, provided that the customer has given their permission for that person to act on their behalf.

How to Make a Complaint

You can make a complaint verbally or in writing. We recommend that you make your complaint in writing wherever possible, as this allows us to keep a clear record of the issues raised.

When submitting a complaint, please provide the following information to help us investigate efficiently:

The date of your move or service, the collection and delivery addresses, a summary of what went wrong or why you are unhappy, the names of any staff you dealt with, if known, details of any damage, delay, missing items or unexpected charges, and any supporting evidence you can provide, such as photos of damage, inventory lists, or copies of quotes and invoices.

If you need assistance in setting out your complaint, please let us know and we will do our best to help.

Time Limits for Making a Complaint

We ask that you raise any concerns as soon as possible so that we can investigate while the details are still clear. For damage to property or belongings, we recommend that you notify us within a reasonable period after delivery so that we can inspect and assess the issue promptly.

While we will always try to consider complaints raised later, delays in reporting may make it more difficult to obtain information or evidence needed to resolve the matter.

How We Handle Your Complaint

Once we receive your complaint, we will follow a structured process designed to reach a fair outcome.

First acknowledgement: We will record your complaint and acknowledge receipt. In this initial response, we may ask for further details or evidence if required. We will also explain the next steps and the expected timeframe for our investigation.

Investigation: A member of our management team will review the circumstances of your booking and service. This may include speaking to the staff involved, checking job sheets and inventory records, reviewing photographs or video where available, and comparing the service provided against the agreed quote or booking confirmation.

Response and outcome: Following the investigation, we will provide a written outcome, setting out our understanding of the complaint, the findings of our investigation, any factors that affected the situation, and our decision on what we can do to put things right, if appropriate.

Possible Outcomes and Remedies

Where a complaint is upheld, we will consider what reasonable steps can be taken to resolve the matter, which may include an explanation or apology, corrective action on future bookings, changes to our procedures or staff training, and, where appropriate and in line with our terms and conditions, financial remedies or contributions towards repair or replacement.

Any offer of remedy will be made with reference to the information available, the condition and value of items, the nature of the service booked, and the terms that were agreed at the time of booking.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint at the first stage, you can request that your complaint be reviewed at a higher level within our business. When asking for a review, please explain why you remain unhappy and what outcome you are seeking.

A senior member of our team, who was not involved in the original investigation where possible, will reassess your complaint, the evidence provided, and the decision already made. After this review, we will provide a final response setting out our conclusions.

Fair Treatment and Confidentiality

We will treat all complainants fairly and without discrimination. Raising a complaint will not affect the level of service you receive now or in the future. We ask that customers treat our staff courteously throughout the complaints process so that discussions remain constructive and focused on resolution.

Information provided in connection with a complaint will be handled sensitively and kept as confidential as reasonably possible. Details may be shared internally only with staff who need to know in order to investigate and respond.

Using Feedback to Improve Our Service

We regularly review complaints and feedback to identify patterns and areas for improvement. This may lead to changes in how we plan moves, protect and load belongings, schedule vehicles, communicate with customers, and train drivers and porters.

Our aim is to make every move as smooth and stress free as possible. Your feedback, whether positive or negative, plays an important part in helping us maintain and improve the standards of our man and van and removal services.