Complaints Procedure

Complaints Procedure for Man with Van Chiswick

Man with Van Chiswick is committed to providing reliable, efficient and considerate removals and man and van services. We understand that moving home or office can be stressful and that, on occasion, things may not go to plan. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear and fair process for raising any dissatisfaction with our removal or transport services. It also helps us identify where we can improve our planning, handling and communication. We review complaints regularly to improve the quality, safety and reliability of our moves.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may include concerns about punctuality, loading and unloading, conduct of staff, care of possessions, quality of service, the way a quote or booking was handled, changes to a booked service, or how a previous issue was dealt with. You do not need to use any specific wording for it to be treated as a complaint.

Who Can Make a Complaint

Any customer who has used Man with Van Chiswick, or who has made a booking or confirmed quotation with us, can make a complaint. A complaint can also be made by someone acting on the customer’s behalf, with their permission, for example a family member or business representative involved in arranging the move.

How to Make a Complaint

You can make a complaint in writing or verbally. We encourage written complaints where possible, as this helps avoid misunderstandings and ensures we have full details of your concerns. When making a complaint, please provide your full name, the date of the service or booking, the pickup and destination locations, a clear description of what went wrong, and any supporting information such as inventory lists or photographs of any damage.

If you choose to complain verbally, we may ask you to confirm the key points in writing so we can keep an accurate record. We will treat all complaints respectfully and will not delay looking into a concern simply because it has not yet been provided in writing.

Time Limits for Raising a Complaint

We recommend that you raise your complaint as soon as possible after the issue occurs, while details are fresh and any evidence is easier to provide. For damage to items, we ask that you notify us in a reasonable timeframe after the move so we can properly assess the circumstances. Although we will consider complaints raised later, delays may affect how easily we can investigate and what options are available for resolution.

Our Complaints Handling Stages

Our complaints procedure has two main stages to ensure your concerns are fully considered and, where possible, resolved quickly and fairly.

Stage One: Initial Review. In the first instance, your complaint will be reviewed by a member of our management team who was not directly involved in the work carried out. They will acknowledge your complaint, usually within a reasonable working timescale, and may contact you to clarify details. We will then investigate by reviewing booking information, team notes, any correspondence and, where relevant, speaking to the staff involved.

We aim to provide a written response setting out our findings, any explanation, and our proposed resolution. This may include an apology, corrective action, service improvements, or where appropriate, discussion about compensation for proven loss or damage in line with our terms and conditions.

Stage Two: Further Review. If you are not satisfied with the outcome of Stage One, you may request a further review. Please explain why you are unhappy with the initial response and what outcome you are seeking. A more senior member of our team will then re-examine the complaint, the evidence and the Stage One decision. They may contact you for additional information before reaching a final decision, which will be communicated to you in writing.

Timeframes for Responses

We aim to acknowledge receipt of your complaint within a reasonable number of working days. The time needed to complete our investigation will depend on the complexity of the issues, availability of information and whether we need statements from staff or third parties. Where we cannot provide a full response within a standard timeframe, we will let you know and update you on progress until our investigation is complete.

Possible Outcomes and Remedies

After investigating your complaint, we may offer one or more of the following outcomes: an explanation of what happened and why, an apology where we have fallen short of our standards, practical steps to put things right where possible, improvements to our systems or staff training, or consideration of compensation in line with our policies and any applicable terms agreed at the time of booking. Each complaint is assessed on its individual facts, supporting evidence and the services originally requested.

Confidentiality and Data Protection

All complaints are handled confidentially. Information you provide will be used only for investigating and resolving your complaint, improving our services, or where we are required to share information by law or regulation. We handle personal data in line with relevant data protection principles and retain records of complaints for an appropriate period to help monitor and improve our services.

Continuous Improvement

We treat every complaint as an opportunity to review how we operate and to improve our removals and man and van services. Trends or repeated issues identified through complaints may lead to changes in procedures, additional staff training, revised packing or handling practices, or clearer communication before and during moves. By following this Complaints Procedure, we aim to maintain high standards and provide customers in our service areas with a dependable moving experience.