Complaints Procedure

Man with Van Beckton Complaints Procedure

This complaints procedure explains how customers can raise concerns about the services provided by Man with Van Beckton and how we will work to resolve them. Our aim is to handle all complaints fairly, promptly and consistently, while using feedback to improve our removal and man and van services.

Our commitment to you

We are committed to providing a reliable and professional moving service. If something goes wrong, we want to know about it so we can put it right where possible and prevent similar issues from happening again. Every complaint is taken seriously and handled with respect and confidentiality.

We will always aim to:

Respond to your complaint in a timely manner, keep you informed at each stage, investigate the issue thoroughly and objectively, provide a clear explanation of our findings, offer a fair remedy where appropriate.

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 concerns about service quality, timekeeping or reliability, care of belongings, behaviour or attitude of staff, billing or charges, communication before, during or after the move, or failure to follow agreed instructions.

If you are unsure whether your issue is a complaint, you may still contact us and we will treat it in line with this procedure where appropriate.

How to raise a complaint

You can raise a complaint verbally or in writing.

Verbal complaints

For straightforward issues that may be resolved quickly, you may raise your complaint verbally with the driver or team leader on the day of your move. Many concerns can be addressed immediately if we are made aware at the time.

If the issue cannot be resolved on the spot, or if you remain dissatisfied, you should submit a written complaint so that it can be fully investigated.

Written complaints

For more detailed or serious concerns, please send a written complaint. Provide as much information as possible so that we can investigate properly.

When submitting a complaint, please include: your full name, preferred method of contact, the date of your move and any booking reference you have, the address where the service was carried out, a clear description of what went wrong, including dates and times where possible, names or descriptions of staff involved if known, any supporting information, such as photographs or inventory notes, and what outcome you are seeking, for example explanation, apology, repair or contribution towards loss where appropriate.

We encourage you to raise your complaint as soon as possible after the service so that details remain clear and evidence is easier to review.

Time limits for complaints

To allow a fair investigation, complaints should normally be made within 14 days of the service date. Complaints about loss or damage to items should be reported as soon as discovered and no later than 7 days after the move where possible.

We may still review complaints made after these timeframes, but our ability to investigate fully may be limited if too much time has passed.

How we handle your complaint

Once we receive your complaint, it will be handled in the following stages.

Stage 1: Acknowledgement

We aim to acknowledge written complaints within 5 working days. In our acknowledgement, we will confirm that we have received your complaint, provide a reference for your case, outline the next steps and expected timescales, and request any additional information if needed.

Stage 2: Investigation

An appropriate member of our team will review your complaint. This may involve checking booking records and job sheets, speaking with the staff involved, reviewing photographs, messages or other evidence, and comparing events against our terms and conditions and service standards.

We aim to complete our investigation and provide a full response within 20 working days of receiving all relevant information. If we cannot meet this timescale, we will let you know and explain the reason for the delay.

Stage 3: Response and outcome

When the investigation is complete, we will write to you with our findings. Our response will include a summary of your complaint, an explanation of what we have investigated, our decision and reasons, and details of any offer or remedy where appropriate.

Possible outcomes may include an explanation or clarification, an apology where we have fallen short, corrective action for future jobs, a goodwill gesture, or an offer of compensation where this is justified and in line with our terms and conditions.

If you remain dissatisfied

If you are not satisfied with our response, you may ask for a review. You should do this within 14 days of receiving our decision and explain why you believe the outcome is not fair or accurate, providing any additional information you would like us to consider.

Your complaint will then be reviewed by a different person, where possible, who was not involved in the original investigation. We will confirm the result of this review and whether our original decision is upheld, varied or overturned.

Unreasonable or abusive behaviour

We understand that moving can be stressful and that complaints may be raised in difficult circumstances. Our staff will always aim to be courteous and professional. In return, we ask that customers treat our team with respect.

We may limit or end communication where behaviour is threatening, abusive or persistently unreasonable, while still fulfilling our obligations to investigate genuine complaints.

Confidentiality and data protection

All complaints are handled in confidence and in line with our data protection responsibilities. Information will only be shared within our company on a need to know basis in order to investigate and resolve your complaint. We keep records of complaints and outcomes so that we can monitor performance and improve our services.

Continuous improvement

We value all feedback, including complaints, as an important source of learning. By reviewing issues raised by customers, we can identify patterns, update our procedures, improve staff training and strengthen the overall quality and reliability of our man and van and removal services.

This complaints procedure is reviewed regularly to ensure it remains clear, fair and effective for everyone who uses our services.