Complaints Procedure for Man with Van West Wickham Customers

This Complaints Procedure explains how customers of Man with Van West Wickham can raise concerns about our services and how we will handle, investigate, and resolve those concerns. It applies to all our man and van and removal services, including home moves, office moves and item transport.

Our Commitment to Resolving Complaints

We aim to provide a reliable, careful and punctual removal service. If something goes wrong, we want to know about it so that we can put matters right and improve for the future. All complaints are treated seriously, handled respectfully and dealt with as quickly and fairly as possible.

What This Complaints Procedure Covers

This procedure covers any expression of dissatisfaction about our services, whether justified or not. This may include, for example:

Concerns about how your belongings were handled or protected during loading, transport or unloading.

Issues relating to punctuality, delays, missed time slots or changes to agreed schedules.

Disputes regarding quotes, invoices, payments or additional charges for our man and van services.

Concerns about the behaviour, attitude or conduct of our drivers, porters or office staff.

Any other matter where you feel the service you received did not meet the standard you reasonably expected from a professional removal provider.

How to Make a Complaint

You can make a complaint in writing. Written complaints help ensure that we have a clear record of the issues and can investigate properly.

When submitting your complaint, please include the following information:

Your full name and the address where the service took place.

The date of your move or booking and any reference number you may have been given.

A clear description of what went wrong, including dates, times and locations, if known.

The names or descriptions of any staff involved, if you know them.

Details of any damage, loss or additional costs you believe you have suffered.

What outcome you are seeking, for example an explanation, an apology, a correction or compensation where appropriate.

Providing as much detail as possible will help us to understand your concerns and respond fully.

Acknowledgement of Your Complaint

Once we have received your complaint, we will acknowledge it in writing. We aim to do this within five working days. The acknowledgement will confirm that we have received your complaint and will start our investigation. We may also request further information or evidence, such as photos of any alleged damage or copies of relevant documents.

How We Investigate Complaints

Your complaint will be reviewed by a person who was not directly involved in the original service wherever possible. This is to ensure that your concerns are considered fairly and objectively.

As part of the investigation we may:

Review your booking details, the agreed quote and any written instructions or notes related to your move.

Speak with the driver and any members of the removal team who attended your job.

Examine any photographs, job sheets or damage reports completed on the day.

Compare your complaint with our internal procedures and industry standards for removal and transport services.

We aim to complete our investigation and send you a full written response within 28 working days of acknowledging your complaint. If we are unable to meet this timescale, we will let you know and explain the reason for the delay, along with a revised expected timescale.

Our Response and Possible Outcomes

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

A summary of your complaint and the issues we have considered.

The steps we took to investigate what happened.

Our findings and whether we uphold your complaint in full, in part, or not at all.

Any actions we propose to take, which may include an apology, an explanation, service improvements, corrective work or, where appropriate and in line with our terms and conditions, a financial settlement.

Our goal is always to be clear and transparent about how we reached our decision and what we will do next.

If You Are Not Satisfied With Our Response

If you remain unhappy with our final response, you can ask for your complaint to be reviewed again. In doing so, please clearly state which parts of our response you disagree with and why, and provide any additional information you feel is relevant.

This review will be carried out by a senior member of our team who has not been involved in the earlier investigation. They will look again at the facts, the evidence and our original decision. Following this review, we will send you a final position letter, explaining our decision and confirming that our internal complaints process has been completed.

Time Limits for Raising Complaints

We ask that complaints relating to our removal and transport services are raised as soon as possible and, in any event, within a reasonable time of the event or issue coming to your attention. Reporting concerns promptly helps us to investigate while details are still fresh and records are readily available.

Using This Procedure for All Service Areas

This Complaints Procedure applies to all work carried out by Man with Van West Wickham, including local household moves, office relocations and item collection and delivery services. Whether we are moving you across town or providing a smaller van service, your right to raise concerns and have them dealt with properly remains the same.

Continuous Improvement

We regularly review complaints received about our man and van and removal services to identify patterns, training needs and areas for improvement. Feedback from this process helps us to raise service standards, protect customers belongings more effectively and maintain a professional and trustworthy operation.

By following this Complaints Procedure, we seek to resolve issues fairly and efficiently, support our customers and ensure that Man with Van West Wickham remains a dependable choice for local moving and transport needs.