Complaints Procedure

Complaints Procedure for Man with Van Canning Town Customers

Man with Van Canning Town aims to provide a reliable, professional and friendly removals service for every customer. 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 from us at each stage. Our goal is to resolve issues promptly, fairly and transparently.

Scope of this Complaints Procedure

This procedure applies to all customers who use our man and van or removals services, including house moves, flat moves, office moves, and collection or delivery of single items. It covers concerns about service quality, conduct of staff or drivers, handling of goods, timekeeping, and administration issues related to bookings and payments.

Complaints related to insurance, claims for loss or damage, and matters governed by our terms and conditions will be handled in line with this procedure but may also be subject to additional requirements set out in those documents.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, where you believe that:

Our service did not meet the standard you reasonably expected; or

Our staff, drivers or representatives acted in a way you consider inappropriate or unprofessional; or

We failed to follow our agreed booking details, pricing, or service description.

We welcome feedback of all kinds, including minor issues or suggestions. Raising a concern early helps us resolve problems quickly and improve our service for future moves.

How to Make a Complaint

You can make a complaint verbally or in writing. We recommend putting your complaint in writing so that we have a clear record of the issues you are raising. When you contact us, please provide:

Your full name;

The date of your move or service;

The collection and delivery addresses used for the job;

A clear description of what went wrong;

Details of any items you believe were lost or damaged;

Any supporting information that will help us investigate, such as photographs, inventory lists, or driver names if known.

The more information you provide at the outset, the faster and more accurately we can investigate your complaint.

Time Limits for Raising a Complaint

To enable a thorough investigation, we ask that you raise any complaint as soon as possible after the service has been provided. For issues involving alleged loss or damage to goods, you should notify us as soon as you become aware of the problem. Delays in reporting may affect our ability to gather information, speak to staff involved, or verify events.

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will record it in our internal system and review the information you have provided. We will acknowledge your complaint within a reasonable period. In this acknowledgement we will confirm that we have received your complaint and explain the next steps in the process.

At this stage, we may contact you to request further information, clarify details, or ask for supporting evidence such as photographs of any alleged damage. Your cooperation helps us to understand the full background of the issue.

Stage 2: Investigation of Your Complaint

An appropriate member of our management team will investigate your complaint. Depending on the nature of the issue, this may involve:

Reviewing booking details, confirmation messages and job notes;

Speaking with the driver or removal team involved in your move;

Comparing your description of events with internal records and schedules;

Reviewing any photographs, inventories or other documents that you provide.

We aim to complete our investigation within a reasonable timeframe. If the matter is complex and we need more time, we will let you know and keep you updated on progress.

Stage 3: Our Response and Proposed Resolution

After investigating, we will provide you with a written response outlining:

Our understanding of your complaint;

The steps we took to investigate the issue;

Our findings and any conclusions we have reached;

Any proposed actions, remedies or goodwill gestures.

Possible outcomes may include an apology, an explanation, service improvements, or where appropriate and in line with our terms and conditions, a financial settlement or contribution. Any offer will be made with reference to the information available, our responsibilities as a removals provider, and any insurance or liability limits that apply.

If You Are Not Satisfied with the Outcome

If you are unhappy with our response, you may ask for your complaint to be reconsidered. To do this, please clearly explain which parts of our findings or proposed resolution you disagree with and provide any additional information that you believe has not been taken into account.

A more senior member of our team will then review the complaint, the investigation, and the initial outcome. After this review, we will provide a final response explaining whether the original decision is upheld or varied and our reasons for that decision.

Claims for Loss or Damage

Where your complaint relates to loss of or damage to property, your claim will also be assessed in line with our terms and conditions, including any declared values, packing responsibilities, and exclusions. It is important that any such issues are reported to us promptly and supported by evidence wherever possible.

While we always handle goods with care, removals work can carry inherent risks, particularly where items are not packed by us or where access is restricted. We will explain how these factors may affect your claim and any compensation we can reasonably offer.

Our Commitment to Fairness and Improvement

We treat all complaints seriously and use the information you provide to improve our services across our operating area. Examples of improvements may include extra staff training, changes to our booking process, or adjustments to how we plan and schedule moves.

We are committed to being open and respectful in all communications. We ask that customers treat our staff with the same courtesy. Abusive or threatening behaviour may result in us limiting how we communicate, but it will not affect our duty to review genuine complaints fairly.

Record Keeping

We keep records of complaints, investigations and outcomes. These records help us monitor performance, identify recurring issues and maintain consistent standards in all man and van and removals services we provide. Information is handled in line with our data protection obligations.

Feedback and Suggestions

Not every concern needs to be a formal complaint. If you have suggestions for how we can improve our service, booking process or communication, we welcome your feedback. Sharing your experience, whether positive or negative, helps us continually refine the way we operate and support customers during moves of all sizes.

This Complaints Procedure is designed to give you confidence that any issues you raise will be handled professionally, fairly and with care for your experience as a customer of Man with Van Canning Town.