Man With a Van Wallington Complaints Procedure

This complaints procedure explains how you can raise a concern about Man With a Van Wallington and how we will respond. It applies to all customers using our man and van and removal services. Our aim is to deal with any complaint fairly, consistently and as quickly as possible.

Our Commitment To You

We are committed to providing reliable, professional and careful moving services. If something goes wrong, we want to know so we can put it right and improve our service. We treat every complaint seriously, whether it relates to customer service, punctuality, handling of goods, charges, or any other aspect of our work.

What Counts As A Complaint

A complaint is any expression of dissatisfaction about our services where you would like a response or resolution. This can include issues such as:

Poor communication before, during or after your move

Damage to property or belongings

Missing items following a move

Unexpected charges or concerns about the price quoted

Delays, missed time slots or non-attendance

Conduct or behaviour of our staff or drivers

If you raise a concern during the job and we cannot resolve it immediately to your satisfaction, you may follow this complaints procedure.

How To Make A Complaint

You can make a complaint in writing or verbally. Written complaints are preferred as they help us understand the issue clearly and keep an accurate record. You may contact us through the same method you used to make your booking, or any standard contact method published on our website or documentation.

When submitting your complaint, please provide the following information where possible:

Your full name and the address where the service was carried out

The date of your move or booking

A clear description of what went wrong

Any relevant reference numbers or job details

Details of any loss or damage

What outcome you are seeking, such as explanation, apology, repair, replacement, or partial refund

The more detail you can provide, the easier it is for us to investigate promptly.

Time Limits For Complaints

We ask that you raise any complaint as soon as possible after the issue occurs. For damage or loss claims, you should notify us as soon as you become aware of the problem. We may request photographs, item descriptions and any supporting evidence to help us assess the situation.

Delays in reporting may affect our ability to investigate or to pursue claims with third parties such as insurers.

How We Will Handle Your Complaint

We follow a clear and structured process when handling complaints:

1. Acknowledgement

We will acknowledge your complaint as soon as reasonably possible after we receive it. At this stage, we may ask for further information or evidence to help us understand the situation fully.

2. Investigation

A member of the management team will review your complaint. This may include speaking with the driver or removal team involved, checking booking records, reviewing any photographs or documents provided, and considering any relevant terms and conditions.

3. Response

Once our investigation is complete, we will provide you with a written or verbal response. This will explain what we have found, any steps we have already taken, and any further action we propose. We aim to respond within a reasonable timeframe, depending on the complexity of the complaint and the availability of information.

4. Resolution

Where your complaint is upheld, we will offer an appropriate form of resolution. This may include an explanation, an apology, corrective action to prevent recurrence, assistance with repair or replacement, or a financial gesture where appropriate and in line with our terms and conditions and legal obligations.

If You Are Not Satisfied With The Outcome

If you are not satisfied with our response, you may ask for your complaint to be reviewed again. In your request, please explain why you are dissatisfied with the outcome and what you would like us to reconsider.

We will carry out a further review, which may include reassessing evidence or seeking additional information. After this review, our decision will be confirmed as our final position on the matter.

Damage, Loss And Insurance

Where a complaint relates to damage or loss of items, we will follow the procedures set out in our terms and conditions and any applicable insurance arrangements. We may ask you for:

Proof of purchase or value for high-value items

Clear photographs of the damage

Details of the condition of the item before the move

A description of how and when you believe the damage or loss occurred

Any offers of settlement in relation to damage or loss will be made with reference to these documents and our contractual obligations.

Behaviour And Mutual Respect

We expect our staff to treat all customers with respect and courtesy at all times. Equally, we expect our staff to be treated respectfully. We may decline to engage with complaints that contain abusive, threatening or discriminatory language, although we will still log the core issue where possible.

Using Feedback To Improve Our Service

Every complaint is an opportunity for us to review and improve our removals and man and van services. We may use information from complaints to provide training, review procedures, and make changes to planning, loading, handling or communication processes to reduce the chance of similar issues in the future.

Changes To This Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our services, legal requirements, or best practice. The most recent version will always apply to how we handle your complaint at the time it is made.

If you have any concerns about a recent or upcoming move with Man With a Van Wallington, please raise them with us using this procedure so we can work with you toward a fair and timely resolution.