Complaints Procedure

Complaints Procedure for Man with Van Docklands

Man with Van Docklands is committed to providing a reliable, professional and respectful removal service. We recognise that occasionally things may not go as planned, and when this happens we want to hear from you. Your feedback helps us put things right quickly and improve the quality of our removals and moving services for all customers.

Our Commitment to You

We aim to handle every complaint promptly, fairly and consistently. We will listen carefully, investigate thoroughly and keep you informed throughout the process. We will use what we learn to improve our training, planning and overall customer experience.

This complaints procedure explains how you can raise a concern, what information we need from you, and how we will respond. It applies to all services provided by Man with Van Docklands, including home moves, small office moves and man and van jobs.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service, whether it relates to booking, communication, pricing, punctuality, conduct of staff, handling of items, damage, delays or any other aspect of your move.

You do not have to use specific wording for it to be treated as a complaint. If you are unhappy with any part of our removal service and want us to respond, we will treat this as a complaint and follow this procedure.

Raising a Complaint

You should raise your complaint as soon as possible after the issue arises, so that we can investigate while details are still fresh and any supporting information is easy to obtain.

When you contact us, please provide the following information so we can investigate efficiently:

The date of your move and, if known, your booking reference. Your full name and the address where the service was carried out. A clear description of what went wrong, including times and locations where relevant. The names or descriptions of any staff involved, if you know them. Details of any damage, loss or other impact this has had on you. Any evidence you can provide, such as photographs of damage, item lists or written notes. What you would like us to do to resolve the matter.

How We Will Respond

We take all complaints seriously and aim to resolve them as quickly as possible. Once we receive your complaint, we will follow these steps:

We will acknowledge that we have received your complaint and confirm that we are looking into it. We will review the information you have provided and may contact you for further details if needed. We will speak with any team members involved, check job records, schedules and any relevant notes from the day of your move. We will assess whether the service we provided met our usual standards and obligations.

In many cases, we can provide a full response within a short time. If your complaint is more complex or requires detailed investigation, we will tell you and give you an estimated timescale for our reply.

Our Investigation and Outcome

Once our investigation is complete, we will explain our findings to you in clear and straightforward language. We will set out what we have learned, whether we believe something went wrong, and what we are prepared to do about it.

Depending on the circumstances, the outcome might include an explanation of what happened and why, an apology where things have not met our standards, steps to correct an error or oversight, practical measures to put things right where possible, and improvements to our procedures or staff training to reduce the chance of similar problems occurring again.

If You Are Not Satisfied

If you remain unhappy after receiving our response, you can ask for a further review. You should explain which parts of our decision you disagree with and why, and provide any additional information you feel is relevant.

We will then arrange for a more senior person within the business to review your complaint, our investigation and our decision. They may contact you for clarification before reaching a final view. Once this review is complete, we will provide a further written response setting out our final position.

Claims for Damage or Loss

If your complaint relates to damage to property or belongings, or to lost items, please tell us as soon as you become aware of the problem. Prompt reporting helps us confirm exactly what has happened and identify the cause.

Please describe the items involved, the nature and extent of the damage or loss, and provide photographs if possible. We may ask you for purchase details or other supporting information. We will review each case individually and respond in line with our terms and conditions and any applicable insurance arrangements.

How We Use Complaints to Improve

Every complaint is an opportunity for us to improve the way we deliver removal and man and van services. We regularly review complaints to identify patterns or recurring issues, and we use this information to adjust our operations, route planning, equipment, communication practices and staff training.

By raising a concern, you are helping us deliver a safer, more efficient and more reliable moving service for everyone who uses Man with Van Docklands.

Confidentiality and Data Protection

We treat all complaints in confidence. Information you provide will only be shared within Man with Van Docklands on a need-to-know basis to investigate and resolve your complaint. We will handle your personal data in line with our privacy practices and applicable data protection requirements.

Review of This Procedure

We may update this complaints procedure from time to time to reflect changes in our business, customer expectations or legal requirements. The version published here will always be the most current procedure for raising and handling complaints about our services.

We value every customer who chooses Man with Van Docklands and we are committed to dealing with any concerns fairly, promptly and professionally.