Complaints Procedure for Man with Van Blackwall
Man with Van Blackwall is committed to providing reliable, professional removal and transport services. We aim to handle every move with care, efficiency, and respect. However, we recognise that occasionally things may not go as planned. When this happens, we want to know so we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Our Commitment to You
We take all complaints seriously and treat them as an opportunity to improve. Our goals when handling a complaint are to:
Listen carefully to your experience and understand what has gone wrong from your point of view.
Respond promptly and clearly, keeping you informed at each stage of the process.
Investigate the matter fairly and objectively, gathering all relevant information.
Offer a practical and reasonable resolution wherever possible.
Use the outcome to review and improve our removal services and customer care.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our service that requires a response. This includes, for example:
Concerns about punctuality, conduct, or professionalism of our team.
Issues with how your items were handled, packed, loaded, or unloaded.
Disputes regarding charges, quotations, or additional costs.
Concerns about communication, booking arrangements, or service delivery.
You do not need to use the word complaint for your concern to be treated as one. If you tell us you are unhappy with any part of the moving or transport service, and you want us to respond, we will follow this procedure.
How to Make a Complaint
You should raise your concern as soon as possible so we can address it promptly. Please provide clear details to help us investigate. When contacting us, include where relevant:
Your full name and the name on the booking.
The date of your removal or man and van service.
The collection and delivery locations.
A clear description of what went wrong and when it happened.
Details of any damage, loss, delays, or other issues you experienced.
Copies of any supporting information you may have, such as photographs of damage, inventory lists, or written quotes.
We encourage you to raise any immediate issues with the team on the day of your move, if it is safe and practical to do so, so that minor problems can sometimes be resolved straight away. If your concern cannot be resolved on the day, or if you prefer not to discuss it in person, you can submit a formal complaint afterwards following this procedure.
Timescales for Making a Complaint
To enable us to investigate effectively, we ask that you submit your complaint:
As soon as reasonably possible after the issue arises, and
In the case of damage or loss, within a reasonable period of discovering the problem.
While we will always try to help, delays in reporting a complaint can make it harder to collect evidence, speak to everyone involved, and reach a fair conclusion.
How We Will Handle Your Complaint
Our complaint handling process usually follows these stages.
1. Acknowledgement
Once we receive your complaint, we will record it in our internal system. We will then send you an acknowledgement to confirm that we have received your complaint and to explain the next steps. In this acknowledgement, we will state who is responsible for handling your case and provide an indicative timescale for a full response.
2. Investigation
We will conduct a careful review of your complaint. This may include:
Checking your booking details, inventory, and any special instructions.
Speaking to the driver and any team members who worked on your move.
Reviewing any photographs, notes, or other records taken on the day.
Considering any relevant terms and conditions and agreed services.
During this stage, we may contact you to ask for further information or clarification. Providing clear and complete details helps us reach a fair outcome more quickly.
3. Response and Proposed Resolution
After we have completed our investigation, we will send you a written response. This will usually include:
A summary of your complaint as we understand it.
Details of the enquiries we have made.
Our findings about what happened.
Any apologies that are appropriate.
Our proposed resolution or explanation of why we may not be able to do what you have requested.
Where we uphold your complaint in full or in part, possible resolutions may include practical remedies such as rectifying an issue where feasible, offering a goodwill gesture, or explaining any applicable claims process for damage or loss in line with our terms and conditions.
Timeframe for a Full Response
We aim to resolve most complaints as quickly as possible. Straightforward issues may be resolved within a few working days. More complex matters, especially those involving multiple locations, third parties, or detailed damage assessments, may take longer to investigate fully. If we cannot provide a full response within the timeframe given in our initial acknowledgement, we will keep you updated on progress and let you know when you can expect a final answer.
If You Are Not Satisfied With the Outcome
If you are unhappy with our final response, you may ask us to review the complaint again. In that case, wherever possible, a different person who was not directly involved in the original investigation will re-examine the matter. We will then provide you with a further written reply explaining whether we have changed our view or are maintaining our original decision, and the reasons for this.
Using Feedback to Improve Our Service
Every complaint is logged, reviewed, and monitored. We look for patterns and recurring issues so that we can improve the way we manage bookings, plan routes, handle goods in transit, and communicate with customers. By raising concerns, you help us to strengthen our procedures and provide a more reliable man and van and removal service for everyone.
Confidentiality and Data Protection
All complaints are handled in confidence. Information is shared only with those who need it to investigate and respond to your concerns. Any personal information you provide will be handled in accordance with our data protection obligations and used only for managing your complaint and improving our services.
Fairness and Respect
We expect our staff and customers to treat each other with courtesy and respect throughout the complaints process. We will not tolerate abusive, threatening, or discriminatory behaviour towards our team, and we will ensure that our staff respond to you in a professional and considerate manner at all times.
By following this complaints procedure, Man with Van Blackwall aims to ensure that any issues arising from your move are addressed promptly, fairly, and constructively, with a clear focus on resolution and continuous improvement of our removal services.
