Complaints Procedure for Man with Van Old Oak Common

Man with Van Old Oak Common aims to deliver reliable, professional removal and man and van services for homes, flats and businesses. We recognise that, on occasion, things may go wrong or fall below expectations. This complaints procedure explains how you can raise a concern, how we will respond, and the standards you can expect from us throughout the process.

Our Commitment to Resolving Complaints

We take all complaints seriously and view them as an opportunity to improve our removal services. Our goals are to respond promptly, communicate clearly, treat all customers fairly and reach a reasonable resolution wherever possible. We will handle your information sensitively and use your feedback to help prevent similar issues in the future.

What This Procedure Covers

This procedure applies to any customer who has used, or attempted to use, our man and van or removal services, including domestic moves, small office moves, single item collections, and related services such as packing and loading. You may complain about any aspect of our service, including punctuality, conduct of staff, handling of goods, charges, documentation, or the way a previous complaint was handled.

Raising a Concern Informally

Many issues can be resolved quickly by speaking with us as soon as a problem arises. If you experience a concern during a move or shortly afterwards, we encourage you to contact us and explain the situation in clear detail. Where possible, we will try to resolve the matter immediately or within a short period of time through discussion and practical steps, such as clarifying charges, arranging a return visit, or agreeing a minor adjustment to the service.

When to Use the Formal Complaints Procedure

If your concern cannot be resolved informally, or you are dissatisfied with the outcome, you may make a formal complaint under this procedure. Using the formal process ensures your complaint is recorded, reviewed by a responsible person, and answered in writing. A formal complaint is appropriate where the issue is serious, complex, ongoing, or involves disputed facts, significant inconvenience, or possible loss or damage to goods.

How to Make a Formal Complaint

Please submit your complaint in writing so that we can record all relevant details accurately. In your complaint, include the following information:

The date of your move or service, the collection and destination addresses for the removal, a clear description of what went wrong or fell below expectations, any relevant times, dates, or names of staff involved, details of any loss or damage, and what outcome you are seeking, such as an explanation, apology, correction, or compensation.

Providing photographs, inventory lists, or other documentation can help us understand the situation more clearly and may speed up the investigation.

Acknowledgement of Your Complaint

Once we receive your formal complaint, we will record it in our internal log and acknowledge receipt in writing. Our acknowledgement will confirm that we are investigating your concerns, provide an estimated timescale for a full response, and may request any additional information we need from you.

Investigation Process

A responsible person within Man with Van Old Oak Common will review your complaint. They may contact the staff involved, check booking records, removal schedules, job sheets, photographs, and any relevant correspondence. Where necessary, they may contact you to clarify details or request further evidence.

Our investigation will focus on understanding what happened, whether our usual standards and procedures were followed, and whether we could reasonably have acted differently. We will consider any relevant terms and conditions that applied to your booking at the time of the move.

Timeframes for Response

We aim to provide a full written response within 14 working days of acknowledging your complaint. If the matter is particularly complex or requires further investigation, we may need additional time. In that case, we will let you know the reason for the delay and provide an updated timescale for our response.

Outcome of Your Complaint

At the conclusion of our investigation, we will send you a written response that sets out a summary of your complaint and the issues raised, what we have found from our investigation, any factors that influenced our decision, and our proposed outcome. Depending on the circumstances, the outcome may include an explanation, an apology, corrective action for future services, a gesture of goodwill, or compensation in line with our terms and conditions and any applicable insurance cover.

If You Remain Dissatisfied

If you are not satisfied with our final response, you may contact us again and explain which aspects of the decision you disagree with and why. We will review your comments and consider whether any further action or clarification is appropriate. While we may not always change our decision, we will ensure that your concerns receive full consideration and that our reasoning is explained clearly.

Claims for Loss or Damage

If your complaint relates to loss of, or damage to, your goods during a removal service, it is important that you notify us as soon as you become aware of the issue. We may ask you for evidence such as photographs, receipts or repair estimates. Any offer of compensation will be considered in line with the level of cover agreed when you booked the service, the declared value of your items where applicable, and the specific circumstances of the incident.

Customer Responsibilities

To help us handle complaints fairly and efficiently, we ask that you provide accurate and complete information, respond to reasonable requests for clarification or evidence, treat our staff with respect, and raise concerns as soon as practicable after the event. Where both parties cooperate constructively, issues are more likely to be resolved promptly and satisfactorily.

Using Feedback to Improve Our Services

We record and monitor complaints to identify patterns and areas where our removal and man and van services can be improved. This may include additional staff training, changes to procedures, better communication before and during moves, or updates to our booking and confirmation processes. Your feedback helps us enhance the quality, reliability and consistency of our service for all customers.

Review of This Complaints Procedure

Man with Van Old Oak Common reviews this complaints procedure periodically to ensure that it remains clear, practical and effective for customers using our removal and transport services. We may update it from time to time in response to changes in our operations, customer feedback or legal requirements. The version published here represents our current approach to handling complaints.