Complaints Procedure

Complaints Procedure for Man and Van Waterloo

Man and Van Waterloo aims to provide a reliable and professional removal service for every customer. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, what information we need from you, and how we will respond. Our goal is to resolve issues fairly, transparently, and as quickly as possible.

Our Commitment to Customers

We are committed to delivering a high standard of service throughout every stage of your move, from initial enquiry to completion of the job. When a complaint is raised, we will treat it seriously and use the feedback to improve our services. We will always aim to:

Listen carefully to your concerns, acknowledge what went wrong, and work with you towards a fair outcome. Handle your complaint respectfully and professionally. Keep you informed about progress and timeframes. Use your feedback to review and enhance our man and van and removal processes.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service, staff, or the way your booking or move has been handled, where you would like a response or resolution. This may include issues such as:

Concerns about punctuality, conduct, or behaviour of our team. Problems with how your belongings were handled, packed, loaded, or unloaded. Disputes regarding the scope of work agreed, including the man and van service provided, or removal tasks carried out. Issues with documentation, charges, or clarity of information.

If you are unsure whether your concern counts as a complaint, you are encouraged to raise it with us so we can clarify and assist you.

How to Raise a Complaint

You can raise a complaint verbally or in writing. We recommend setting out your concerns in writing wherever possible so that there is a clear record. When making a complaint, please provide:

Your full name and the address where the service took place. The date of your move or booking. A clear description of what happened, including times and the names of any team members involved, if known. Any supporting details such as photographs of damage, item lists, or written notes. What outcome you are seeking, for example, an explanation, an apology, corrective action, or review of charges.

The more detail you give us, the easier it is for us to investigate thoroughly and respond appropriately.

Initial Resolution

In many cases, issues can be resolved quickly by speaking directly with the team on the day or with the person who handled your booking. If you raise a concern at the time of the job, we will do our best to resolve it immediately, for example by adjusting how the work is carried out, clarifying the agreed service, or discussing any additional requirements.

If your concern is not resolved to your satisfaction at this stage, or if you prefer not to discuss it with the team directly, you can escalate it as a formal complaint following the steps in this procedure.

Formal Complaint Process

Once we receive your formal complaint, we will follow a clear and structured process:

Acknowledgement: We will acknowledge your complaint within a reasonable timeframe and confirm that we are investigating. Review: We will review your account of events, speak to any staff involved, and examine any relevant records, including booking details, job sheets, and photographs where available. Further information: If we require more details from you to understand the situation fully, we will contact you to request this. Outcome: After the investigation, we will provide you with a written response setting out our findings, any steps we propose to put things right, and the reasons for our decision.

We aim to complete this process as promptly as possible. If for any reason our investigation takes longer than expected, we will let you know and provide an updated timescale.

Possible Outcomes

Depending on the nature and findings of the complaint, the outcome may include one or more of the following:

An explanation of what happened, including any factors that may have contributed to the issue. A formal apology where our service has fallen below our standards. Practical steps to resolve the issue where possible, for example corrective work or assistance. A review of any charges where appropriate, which may result in an adjustment. Internal action such as staff guidance, additional training, or procedural changes to reduce the chance of a similar issue happening again.

Every complaint is assessed on its individual facts, and we will always aim for a fair and reasonable resolution.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you may request that it be reviewed again. In your request, please explain why you are unhappy with the response and what you believe has not been addressed. We will then carry out a further review, which may include re-examining evidence or seeking additional information. Following this review, we will provide a final response setting out our position.

Time Limits for Complaints

To help us investigate effectively, we ask that you raise any complaint as soon as possible after the event, ideally within a reasonable period from the date of your move. The more recent the events, the easier it is for us to obtain accurate information from staff and records. Complaints raised after a long delay may be harder to investigate fully, but we will still consider them and do what we reasonably can to assist.

Handling of Property and Damage Concerns

Where your complaint relates to damage to property or belongings during a removal or man and van job, please notify us as soon as you become aware of the issue. Where possible, do not dispose of damaged items before we have had the chance to review the situation. Photographs showing the damage and the surrounding area are helpful and can assist in reaching a fair decision.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will only be shared with staff who need to see it in order to investigate and respond. We will store and process your information in line with applicable data protection requirements. Complaint records may be used internally to monitor performance and improve our removal and man and van services.

Continuous Improvement

We appreciate feedback from customers, whether positive or negative. Complaints are an important source of information that helps us identify areas for improvement in our booking procedures, communication, and the way we carry out removals. By raising your concerns, you assist us in improving the service we provide to you and to other customers in the future.

Man and Van Waterloo is committed to resolving complaints fairly and professionally and to maintaining a high standard of service throughout all aspects of our work.