Complaints Procedure

Complaints Procedure for Man With a Van Westminster

Man With a Van Westminster aims to provide a professional, reliable and courteous removal service at all times. However, we recognise that occasionally 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 at each stage of the process.

Our Commitment to You

We are committed to handling all complaints in a fair, consistent and timely manner. Every complaint is treated seriously and used as an opportunity to review and improve our man and van and removal services. We aim to resolve issues as quickly as possible, preferably at the point they arise, but we also offer a structured process if you feel a more formal review is required.

What This Procedure Covers

This complaints procedure applies to all services provided by Man With a Van Westminster, including home moves, flat moves, office moves, item collection and delivery, and related packing or loading services. You can use this procedure if you are unhappy with any part of the service you have received or feel that we have not met our agreed terms.

Examples of Issues You May Complain About

Common types of complaints may include, but are not limited to:

Damage to property or belongings during loading, transport or unloading

Delays in arrival or completion of your move

Disputes about prices, quotes or additional charges

Conduct or behaviour of any member of our team

Quality of customer service or communication before, during or after the move

Any other concern about how our removal and man and van services have been delivered

Step 1: Raise the Issue Informally

Whenever possible, we encourage you to raise your concern informally in the first instance. If you are still on site with our team, please speak to the driver or team leader and explain what has gone wrong. Many issues can be resolved immediately by clarification, an apology, or a practical remedy such as re-positioning items or adjusting the work carried out.

If the issue cannot be resolved on the day, or you only notice a problem after the service has been completed, you can move to the formal complaints process set out below.

Step 2: Submitting a Formal Complaint

If you are not satisfied after raising the matter informally, or you feel the issue is serious, you may submit a formal complaint. Please provide the following information, as clearly as possible, so that we can investigate thoroughly:

Your full name and the address where the service took place

The date and approximate time of your move or service

A clear description of what went wrong and how it has affected you

Details of any members of staff involved, if known

Any evidence you can provide, such as photographs of damage or copies of invoices

Any steps already taken to resolve the matter informally

What outcome you are seeking, for example an explanation, apology, repair, replacement or partial refund

Submitting a complaint in writing helps avoid misunderstandings and ensures we have an accurate record of your concerns.

Step 3: Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable time frame. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps. We may also request further information or clarification if needed to help us investigate properly.

Step 4: Investigation of Your Complaint

Your complaint will be reviewed by a person with appropriate responsibility within Man With a Van Westminster. The investigation may include:

Reviewing your booking details, inventory and job notes

Speaking with the staff who carried out your move or service

Reviewing any photographs, videos or written evidence you have provided

Checking our policies, procedures and any relevant terms and conditions

We aim to investigate complaints promptly and to keep you informed of our progress if the matter is complex or requires further time.

Step 5: Our Response and Proposed Resolution

After the investigation is complete, we will send you a written response setting out:

A summary of the complaint as we understand it

The steps we took to investigate the matter

Our findings and conclusions

Any offer of remedy or redress, if appropriate

Any changes we plan to make to our services or procedures as a result

Possible outcomes may include an explanation, an apology, remedial work, contribution to repair costs, a goodwill gesture, partial refund, or a decision that no further action is appropriate. Each case is assessed on its individual circumstances and in line with our contractual terms and applicable law.

Step 6: If You Remain Dissatisfied

If you are not satisfied with our final response, you may reply explaining why you consider the matter unresolved. We will review any new information you provide and decide whether further investigation is necessary. Where appropriate, we may escalate your complaint internally for an additional review to ensure it has been handled fairly and consistently.

Time Limits for Making a Complaint

We recommend you notify us of any issues related to our removal services as soon as possible, particularly where damage to property or belongings is concerned. Prompt notification enables us to investigate effectively while details are still fresh and evidence is readily available. While we will consider complaints made later, delays may affect our ability to verify events and offer practical solutions.

Recording and Using Complaint Information

All complaints are recorded and stored securely. We use information from complaints to identify patterns, training needs and opportunities to improve how we plan, manage and deliver our man and van and removal services. Any personal information is handled in line with our privacy practices and relevant legal requirements.

Fair Treatment and No Detriment

You will not be treated unfavourably for making a complaint in good faith. We value honest feedback and are committed to resolving issues in a professional and respectful manner. Our team is expected to cooperate fully with any investigation and to support a fair outcome for all parties.

Updates to This Complaints Procedure

We may review and update this complaints procedure from time to time to reflect changes in our operations, legal requirements or best practice in the removals and transport sector. The version published on our website will always be the most current statement of how we handle complaints.

If you have any concerns about our services, we encourage you to contact us and allow Man With a Van Westminster the opportunity to put things right.