Man with Van Whitechapel Complaints Procedure

This Complaints Procedure explains how customers of Man with Van Whitechapel can raise concerns about our man and van and removal services, and how we will respond. We are committed to providing a reliable, professional service for home and business moves, and we take all feedback seriously as part of our continuous improvement.

Our Commitment to You

We aim to deal with every complaint promptly, fairly and consistently. We will always try to resolve problems informally at the earliest opportunity, but where this is not possible, this procedure sets out the formal stages we will follow. We treat all complaints confidentially and use the information to improve our services across our operating area.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not. This may relate to issues such as the quality of a move, the conduct of our staff or contractors, punctuality, damage to property, missing items, billing or charges, or how we have communicated with you before, during or after a removal or delivery.

If you are unsure whether your concern is a complaint, please raise it with us anyway. We would rather hear from you and have the opportunity to put things right.

When to Make a Complaint

You should make a complaint as soon as possible after the issue has occurred. Prompt complaints help us investigate fully and resolve matters quickly. Where your complaint involves potential loss or damage to goods, you should notify us as soon as you become aware of the issue and provide any available evidence, such as photographs or inventory notes.

How to Make a Complaint

You can raise a complaint in writing. Written complaints help ensure we have a clear record of your concerns and can track how the issue is handled. In your complaint, please provide the following information:

• Your full name and the address where the service was provided
• The date of your move or booking and any reference number you were given
• A clear description of what went wrong and how it has affected you
• Details of any conversations you have already had with our team about the matter
• Copies of any relevant documents, such as quotes, invoices or photographs
• What outcome you are seeking, such as an explanation, apology, correction or compensation

If you need help setting out your complaint, you can ask a friend, relative or advisor to assist you in writing it down. We will still treat the complaint as if it has come directly from you.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will review the information you have provided. We will then acknowledge your complaint in writing. Our acknowledgement will usually:

• Confirm that we have received your complaint
• Provide the name or role of the person handling the matter
• Outline the next steps in the process
• Give an estimated timescale for our full response

We aim to acknowledge all complaints within five working days of receipt. If we cannot do so within this timeframe, we will respond as soon as reasonably possible.

Stage Two: Investigation

Your complaint will be investigated by a person with appropriate knowledge and authority who was not directly responsible for the issue you have raised, wherever possible. The investigation may include:

• Reviewing your booking details, quotations and invoices
• Checking schedules, job sheets and any written notes from the moving team
• Speaking with the staff involved in your move
• Assessing any photographs or other evidence you have provided
• Comparing what happened with our usual standards and procedures

During this stage, we may contact you to request additional information or clarification. Providing clear and timely responses will help us reach a fair outcome more quickly.

Stage Three: Our Response and Outcome

After completing the investigation, we will send you a written response. This response will usually include:

• A summary of your complaint
• An explanation of what we investigated
• Our findings, including whether we uphold your complaint in full, in part or not at all
• Any steps we have already taken or will take to put things right
• Any changes we will consider making to our processes or training
• Information about what you can do if you remain dissatisfied

We aim to provide a full written response within 28 days of acknowledging your complaint. If we cannot meet this timescale, we will explain why and tell you when you can expect a final response.

If You Are Still Unhappy

If you remain dissatisfied after receiving our final response, you can ask us to review the matter again. You should set out why you disagree with our findings or outcome and provide any further evidence you would like us to consider. We will then arrange for a second review, where possible by a different person, and provide you with a further written reply.

Remedies and Redress

Where we identify that something has gone wrong, we will aim to provide a fair remedy. Depending on the circumstances, this may include:

• A sincere apology and explanation
• Correcting mistakes in documentation or billing
• Taking practical steps to complete or rectify work where reasonable
• Considering appropriate financial redress in line with our terms and conditions and any applicable limitations

The remedy we offer will depend on the nature of the complaint, any evidence available and our contractual obligations.

Recording and Using Complaints

We record all formal complaints and the outcomes reached. This information is used to monitor trends, identify areas where our removals service can be improved and provide additional training to our team where necessary. We may also review and update our internal procedures as a result of complaints.

Confidentiality and Data Protection

Information you provide in connection with a complaint will be handled securely and used only for the purpose of investigating and resolving your concerns, improving our services and meeting any legal or regulatory obligations. We will share details of your complaint only with those who need to know in order to deal with it properly.

Review of This Procedure

Man with Van Whitechapel keeps this Complaints Procedure under regular review to ensure it remains clear, effective and in line with best practice for removal and man and van services. We may update it from time to time, and any changes will apply to future complaints from the date they are published.