Complaints Procedure for Man with Van Covent Garden

Man with Van Covent Garden aims to deliver reliable, careful and professional removal services for homes and businesses. We recognise that, on occasion, things may not go as planned. When that happens, we want to know about it so we can put matters right promptly and improve our service. This Complaints Procedure sets out how you can raise a concern, how we will handle your complaint, and the timescales you can expect.

Purpose of This Complaints Procedure

This procedure explains the steps for customers who are dissatisfied with any aspect of our removal or delivery services. It covers issues such as punctuality, conduct of staff, damage or loss of items, quality of packing and handling, adherence to booking instructions, and any problems with communication or documentation. Our goal is to resolve complaints fairly, consistently and as quickly as possible.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, about our services where you expect a response or resolution. This can include concerns raised before, during or after your move. Even if you are unsure whether your issue is a formal complaint, you should still tell us so that we can record it and decide on the most appropriate way to respond.

Raising a Complaint

You can raise a complaint in writing or by speaking to a member of our team. To help us investigate thoroughly, please provide as much detail as possible, including the date of your move, the collection and delivery locations, the names of any staff you dealt with, and a clear description of what went wrong. If your complaint relates to loss or damage, please list the affected items and describe the nature of any damage.

If you raise a concern on the day of your move, our team will try to address it immediately. If your concern is not resolved to your satisfaction or you wish to pursue it further, it will be treated as a formal complaint and handled under this procedure.

Information to Include With Your Complaint

To enable us to deal with your complaint efficiently, please include the following where possible:

Your full name and any reference or booking number connected to your move. The date and times of the planned or completed service. A clear description of the issue, including key events, conversations and any promises you believe were not kept. Details of any impact on you or your property. Photographs of any damage, where available, and confirmation of the location of the items at the time of damage. Any steps already taken to try to resolve the matter informally. What you would consider to be a fair outcome or remedy.

Our Complaints Handling Stages

We aim to handle complaints in a structured and transparent way. Our process usually follows these stages:

Stage One: Acknowledgement

We will acknowledge your complaint as soon as reasonably possible. At this stage, we will confirm that we have received your complaint, clarify any points that are unclear, and let you know the next steps in the process and the expected timescale for a full response.

Stage Two: Investigation

Your complaint will be assigned to a person with appropriate authority to investigate. The investigation may include speaking to the removal team involved, reviewing job records and inventory lists, examining photographs or other evidence you have supplied, and considering any relevant terms of your agreement with us.

If we require further information from you to complete the investigation, we will contact you with specific questions. We may also ask for additional supporting material, particularly for claims related to damage or loss.

Stage Three: Response and Outcome

Once the investigation is complete, we will provide a written response setting out our findings, any factors we have taken into account, and our decision. Where your complaint is upheld in full or in part, we will explain what we propose to do to resolve the matter. This may include an apology, corrective actions to services, practical steps to remedy the issue, or consideration of compensation where appropriate and in line with our terms and conditions.

Stage Four: Review of the Decision

If you are not satisfied with the outcome at Stage Three, you may request a review. A different person, wherever possible more senior, will reconsider the complaint, the evidence, and the initial decision. The reviewing person may uphold the original decision, vary it, or propose a different resolution. The review decision will normally be our final position on the matter.

Time Limits for Complaints

To enable us to investigate effectively, complaints relating to physical loss or damage to items should be raised as soon as possible after the service is completed. While we will consider all complaints in good faith, delays in reporting may affect the availability of evidence and may limit the remedies that can reasonably be offered.

Claims for Loss or Damage

If your complaint relates to loss or damage, we will assess it in line with our terms and conditions and any applicable limitations of liability. We may ask for proof of purchase, repair estimates or independent assessments to help determine the value of damaged or missing items. We encourage you to keep any damaged items and packaging until the complaint has been fully resolved.

How We Use Complaints to Improve

We treat all complaints as an opportunity to learn and improve our removal services. Information from complaints is reviewed periodically to identify recurring issues, training needs, or changes required to our processes, equipment or communication. Our aim is not only to resolve individual complaints but also to reduce the likelihood of similar issues arising in the future.

Confidentiality and Data Protection

All complaints are handled with appropriate confidentiality. Information you provide will be used only for the purpose of investigating and resolving your complaint, fulfilling our legal obligations, and improving our services. We handle personal data in line with data protection principles and keep complaint records for as long as reasonably necessary.

Availability of This Procedure

This Complaints Procedure is available to all customers and prospective customers of Man with Van Covent Garden. You may request a copy at any time or refer to it when booking, during your move, or after the service has been completed. If you have any questions about how the procedure works, you can ask a member of our team to explain it before you decide whether to make a formal complaint.