Complaints Procedure

Man with Van Upminster Complaints Procedure

Man with Van Upminster is committed to providing a reliable and professional removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right and improve our service for future customers. This complaints procedure explains how you can raise a concern, how we handle it, and what you can expect from us.

Our Commitment to You

We aim to handle all complaints fairly, consistently and promptly. Our objectives are to listen carefully, understand what went wrong, take appropriate action, and keep you informed throughout the process. We treat all feedback seriously, whether it relates to removals, packing, loading, unloading, timing, conduct of staff or the handling of your belongings.

What This Procedure Covers

This complaints procedure applies to all domestic and light commercial customers using our man and van or removal services. It covers issues such as service quality, damage to goods, timekeeping, behaviour of team members, communication, and billing or invoicing concerns. It does not cover matters that are already being pursued through legal proceedings or insurance claims that have been fully and finally settled.

Raising a Concern Informally

We encourage customers to raise any concerns as soon as possible, ideally on the day of the move or as soon as the issue arises. Many problems can be resolved quickly and informally through a discussion with the driver or the office contact who arranged your removal. When you raise a concern informally, we will aim to clarify the problem, offer an explanation where needed, and agree on practical steps to resolve it, such as adjustments to the service or guidance on the next steps if a formal complaint is necessary.

Making a Formal Complaint

If you are not satisfied with the outcome of an informal discussion, or if the issue is serious, you can make a formal complaint. Please submit your complaint in writing so that we can keep an accurate record. Include your full name, the service date, the collection and delivery locations, a clear description of what went wrong, any relevant times and names of staff, and what outcome you are seeking. You may also attach photos or other evidence if your complaint relates to damage or loss.

Time Limits for Complaints

To allow us to investigate effectively, we ask that you raise a formal complaint as soon as reasonably possible after your removal service. For issues involving possible damage or loss of items, you should notify us as soon as you become aware of the problem so that we can check records and discuss appropriate remedies. While we will consider complaints raised later, delays may limit our ability to obtain information or evidence.

How We Handle Your Complaint

Once we receive your formal complaint, we will acknowledge it and begin an internal review. This may include speaking with the driver and moving team, checking booking records, job sheets, photos, and any notes made on the day. We may contact you to request further details or clarification to help us fully understand the situation. We aim to complete our investigation and provide a clear response within a reasonable time frame, taking into account the complexity of the issue.

Our Response and Possible Outcomes

After investigating, we will send you a written response setting out our understanding of your complaint, the steps we have taken to review it, our findings, and any actions we propose. Depending on the circumstances, outcomes may include an explanation or apology, service improvements for future moves, corrective action in relation to staff conduct, or financial remedies in line with our terms and conditions and any applicable limitations of liability. Where compensation may be relevant, we will discuss the basis for any offer with you.

If You Are Unhappy with Our Decision

If you feel that your complaint has not been resolved satisfactorily, you may contact us again to request a further review. When doing so, please explain clearly which aspects of our response you disagree with and provide any additional information or evidence that you believe is important. We will arrange for a more senior member of the team to reconsider your complaint and review both the original decision and any new details you have provided.

Recording and Using Complaint Information

We keep a record of all formal complaints and their outcomes. These records help us identify recurring problems, monitor the quality of our man and van and removal services, and improve our processes, training and communication. We treat personal information in line with applicable data protection principles. Complaint records are retained only for as long as necessary for operational, legal or regulatory purposes.

Customer Responsibilities

To help us deal with your complaint efficiently, we ask that you provide accurate and complete information, keep any relevant documents or photographs, and communicate with our team in a courteous and constructive way. We may be unable to resolve your complaint if crucial information or access to items for inspection is withheld or significantly delayed.

Review of this Complaints Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair and appropriate to the services offered by Man with Van Upminster. Any updates will apply to complaints raised after the revised procedure has been put into effect. We encourage customers to familiarise themselves with this information before or shortly after booking so that, in the unlikely event of a problem, you know exactly how to contact us and what to expect.