Complaints Procedure

Complaints Procedure for Man with Van Paddington

This Complaints Procedure explains how customers can raise concerns about the services provided by Man with Van Paddington and how those concerns will be handled. Our aim is to resolve issues quickly, fairly, and transparently so that you feel confident in using our removal and transport services.

Purpose of This Complaints Procedure

The purpose of this procedure is to set out a clear and accessible process for dealing with any dissatisfaction relating to our man and van or removal services. It applies to all customers who have booked or received services from us, including home moves, office moves, and item transport. We treat all complaints seriously and use the feedback to improve our service and staff training.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not, that requires a response. This may include, but is not limited to:

Concerns about punctuality, handling of goods, conduct of team members, quality of service provided on the day of the move, clarity of information before or after the booking, and billing or charges that you believe are incorrect. If you are unsure whether your issue is a complaint, you may still raise it and we will treat it in line with this procedure.

How to Make a Complaint

You can make a complaint in writing. Written complaints help ensure that we fully understand the issue and can review it thoroughly. When submitting a complaint, please provide as much detail as possible, including your full name, the date of your move or booking, a description of what went wrong, and what outcome you are seeking. If relevant, include any supporting information that can help us assess the situation, such as booking references or details of previous discussions with our team.

Time Limits for Raising a Complaint

To give us the best chance of resolving your concern effectively, complaints should ideally be raised as soon as possible and no later than 14 days after the date of the service. Complaints raised after this period may be more difficult to investigate fully, particularly where they relate to time-sensitive matters such as condition of items or access issues. However, all complaints received will still be reviewed and considered fairly.

How We Will Handle Your Complaint

Once we receive your complaint, we will log it and start an internal review. Our complaints process generally involves the following steps. First, we acknowledge receipt of your complaint. Then we carry out an initial assessment, which may include reviewing booking details, speaking with the team members involved, and checking any relevant notes or photographs from the job. After this, we conduct a full investigation where necessary, gathering further information to understand what happened and why.

When the investigation is complete, we will send you a written response explaining our findings and any decision or action we will take. This may include an apology, an explanation, corrective action, or other steps aimed at putting matters right where appropriate. We aim to complete our investigation and provide a written outcome within a reasonable timeframe, taking into account the complexity of the issue.

Our Commitments When Dealing With Complaints

We are committed to treating all complaints with respect and care. Complaints will be handled confidentially and only shared internally with those who need to be involved in the investigation and resolution. We will deal with your complaint in an impartial and objective way, ensuring that you are listened to and that relevant facts are properly considered. We do not discriminate against any customer who raises a complaint, and using this procedure will not affect your right to use our services in the future.

Possible Outcomes and Remedies

Following our investigation, several outcomes are possible depending on the nature of the complaint and the findings. Where we are at fault, we may offer an apology, a clear explanation of what went wrong, corrective action to address any ongoing issue, or where appropriate and justified, a financial adjustment or other form of remedy. Where we do not uphold the complaint, we will explain the reasons clearly so that you understand how the decision was reached.

If You Are Not Satisfied With the Outcome

If you are not satisfied with the outcome of your complaint, you may request that the decision is reviewed. In this case, a different senior member of our team, not previously involved in the initial investigation wherever possible, will re-examine the complaint and the response that has been provided. They may ask for further information from you or staff members. After this review, we will provide a final written response setting out our position.

Using Feedback to Improve Our Service

We value all feedback, including complaints, because it highlights where our man and van and removal services can be improved. Issues raised through this procedure may lead to additional staff training, updates to our booking processes, improvements in communication before and during moves, or changes to how we plan and carry out removal work. By following this procedure, you help us maintain and enhance the quality and reliability of our service.

Data Protection and Privacy

All personal information provided as part of a complaint will be handled in line with applicable data protection principles. We will only use your information for the purpose of managing and responding to your complaint, for internal reporting, and for service improvement activities. Your data will be kept only for as long as necessary for those purposes and will be stored securely.

Updates to This Complaints Procedure

Man with Van Paddington may update this Complaints Procedure from time to time to reflect changes in our operations, legal requirements, or best practice in handling customer concerns. Any revised version will take effect from the date it is published and will apply to all complaints made after that date.