Complaints Procedure

Man with Van Clerkenwell Complaints Procedure

Man with Van Clerkenwell is committed to delivering reliable, professional and courteous removal services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right, learn from the experience and continuously improve our moving and transport services.

This complaints procedure explains how to raise a concern about our services, how we will respond, and what you can expect from us at each stage. It applies to all customers using our removals, man and van, transport or related services.

Our Commitment to You

When you raise a complaint, we will:

Listen carefully to what has happened and treat your concern seriously.

Be polite, respectful and professional at all times.

Explain clearly what we can do to investigate and resolve the issue.

Aim to resolve straightforward issues as quickly as possible, often on the same day.

Keep you updated on progress if the matter requires further investigation.

Use your feedback to review and improve our removal services and customer care.

What Is a Complaint

A complaint is any expression of dissatisfaction about the standard of our service, the conduct of our staff or contractors, the condition of your belongings after a move, or the way your enquiry or booking has been handled.

You may wish to complain about issues such as:

Delays or missed arrival times.

Damage or loss of items during a move or transport.

Conduct, attitude or behaviour of staff or drivers.

Disagreements about charges, quotes or invoicing.

Communication problems before, during or after your move.

Any other aspect of our man and van or removal services that you are unhappy with.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. To help us investigate efficiently, please provide as much detail as you can, including:

Your full name and, if relevant, any reference or booking details you were given.

The date and time of the service, and the collection and delivery locations.

A clear description of what went wrong or what you are unhappy about.

Details of any staff members or vehicles involved, if known.

Any supporting information, such as photographs of damage or copies of paperwork.

Please also tell us what outcome you are seeking, for example an explanation, an apology, a repair, or compensation where appropriate.

Stage One: Initial Resolution

Many issues can be resolved quickly and informally. In the first instance, please raise your concern as soon as possible with the member of staff, driver or coordinator you have been dealing with. If your complaint arises while a move is in progress, you should raise it straight away where it is safe and practical to do so.

We will aim to resolve straightforward issues at this stage. This may involve:

Clarifying what was agreed at the time of booking.

Providing a clear explanation or additional information.

Offering a practical solution on the day, such as a revised plan.

Arranging a follow-up where a same-day solution is not possible.

If you are not satisfied with the outcome at this point, or if the matter is more serious, you can ask for your complaint to be reviewed formally.

Stage Two: Formal Complaint Review

For formal complaints, we will record the details and begin an investigation. We will acknowledge your complaint and explain the next steps. During our review we may:

Discuss the matter with the staff or drivers involved.

Check booking details, job sheets, inventory lists and other records.

Review any images or evidence you have provided.

Assess whether our service met our usual standards and agreed terms.

We will strive to complete our investigation and provide a full response within a reasonable timeframe. If we anticipate any delay, we will let you know and explain why.

Our Response and Possible Outcomes

When we have completed our investigation, we will provide a clear response setting out:

What we understand your complaint to be about.

What we have found during our review.

Whether we believe something went wrong and, if so, why.

What we will do to put things right, where appropriate.

What steps we will take to reduce the chance of similar issues arising again.

Depending on the nature of your complaint, possible outcomes may include:

An explanation, clarification or reassurance.

A formal apology.

Corrective action to complete or rectify a service.

Consideration of compensation or contribution towards repair or replacement, in line with our terms and conditions and any applicable cover.

Internal training or process changes to improve our removal and transport services.

If You Remain Unhappy

If, after receiving our formal response, you still feel that your complaint has not been handled fairly or fully, you can ask for a further review. You should explain which parts of our response you disagree with and provide any additional information you want us to consider.

We will then arrange for a more senior person to review the handling and outcome of your complaint. They will consider whether our original response was reasonable and whether any further action is appropriate. Their decision will normally be our final position on the matter.

Time Limits for Complaints

To help us investigate effectively, we ask that you raise any complaint as soon as possible after the event, ideally within a short time of the service taking place. This makes it easier for us to gather accurate information and consider any practical solutions. Complaints raised after a long delay may be more difficult to assess, especially where evidence or recollection is limited, but we will always review what is reasonably possible in the circumstances.

Using Complaints to Improve Our Services

Feedback from customers across our removal and man and van work is valuable to us. We regularly review complaints and outcomes to identify patterns, training needs and areas for improvement. By raising your concerns, you help us to strengthen our standards and provide a more reliable, efficient and respectful service to everyone who chooses Man with Van Clerkenwell.

We appreciate the opportunity to resolve any problems and are committed to handling every complaint fairly, consistently and with genuine attention to your experience.