Man with Van Dagenham Complaints Procedure

Man with Van Dagenham is committed to providing a reliable, professional and friendly removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put things right and improve our services. This complaints procedure explains how you can raise a concern, how we handle it, and what you can expect from us at each stage.

Our Commitment to You

We aim to deal with all complaints in a fair, transparent and timely manner. Every complaint is taken seriously and will be handled with respect and confidentiality. Our objectives when dealing with complaints are to understand what went wrong, resolve the matter wherever possible, and prevent similar issues from happening again.

This procedure applies to all customers who use our man and van or removal services, whether for home moves, small office relocations or item transport.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, communication, prices, or how we have handled your booking or move. Examples include issues with punctuality, handling of goods, conduct of team members, service quality, or how we have responded to a previous query.

If you are unsure whether your concern is a complaint, please raise it with us anyway. We will treat every concern about our service with care and will either resolve it immediately or guide you through the formal complaint process if needed.

Step 1: Raise Your Concern Informally

We encourage you to raise any concerns as soon as possible, ideally on the day of the move or as soon as you become aware of an issue. In many cases, problems can be resolved quickly through an informal conversation with the driver or team member on site, or with the person who handled your booking.

When raising a concern informally, please provide as much information as you can, including the date of the service, address details, and a clear description of what has happened. We will do our best to resolve the matter there and then.

Step 2: Making a Formal Complaint

If your concern cannot be resolved informally, or you feel it has not been handled properly, you can make a formal complaint. Please submit your complaint in writing so that we have a clear record of the issue and can investigate it fully.

When making a formal complaint, please include the following information:

The date of your move or service, your name and any reference details you were given, a detailed description of what went wrong, any damage or loss you wish to report, what outcome you are seeking, and any supporting information such as photos or written notes.

We recommend that you submit your complaint as soon as possible, and no later than 14 days after the date of the service, especially where damage, loss or time-sensitive issues are involved.

Step 3: Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it in writing. This acknowledgement will usually be sent within 5 working days. We will confirm that we have received your complaint and explain the next steps in the process, including who will be handling the investigation and the expected timescale for a response.

Step 4: Investigation of Your Complaint

Your complaint will be investigated by a member of our management team who was not directly involved in the issue wherever possible. The investigation may include reviewing booking details, schedules, and any photographs or evidence you have provided. We may also speak to the team members who attended your removal and any other relevant staff.

During the investigation we may contact you to clarify details, ask for additional information, or discuss possible solutions. We aim to complete our investigation and provide a full response within 20 working days of acknowledging your complaint. If for any reason we need more time, we will inform you and provide an updated timescale.

Step 5: Our Response and Possible Outcomes

Once our investigation is complete, we will send you a written response setting out our findings. This response will explain whether your complaint has been upheld in full, in part, or not upheld, and the reasons for our conclusions.

Depending on the outcome, we may offer one or more of the following:

An apology and explanation of what went wrong, corrective action to complete or improve the service, repair or contribution towards repair for proven damage, a goodwill gesture where appropriate, or steps we will take to prevent similar issues in future.

Any offers relating to damage, loss or financial redress will take into account our terms and conditions, including any agreed limits of liability and your responsibilities for packing, access and disclosure of fragile or high-value items.

Step 6: If You Are Not Satisfied

If you are unhappy with our final response, you may request that your complaint is reviewed by a senior member of the company who was not involved in the original investigation. You should make this request in writing within 14 days of receiving our response and explain why you remain dissatisfied and what outcome you are seeking.

The review will focus on whether the complaint was handled fairly and in line with this procedure. After the review, we will write to you with our final position on the matter.

Claims for Damage or Loss

Where your complaint relates to damage or loss of items during a move, you must report this to us as soon as possible and no later than 48 hours after the service where practicable. Please provide detailed descriptions and clear photographs of any damage, along with evidence of the item’s age and value where available.

All claims will be considered in line with our terms and conditions, including exclusions for items packed by the customer, pre-existing damage, and restrictions on moving certain items. We may ask to inspect damaged items or request further information before reaching a decision.

Using Feedback to Improve Our Service

Every complaint and piece of feedback helps us improve our removals and man and van services. We regularly review complaints to identify trends, training needs and operational improvements. Where we identify recurring issues, we will take steps such as staff training, changes to processes, or updates to our customer information so that future customers benefit from a better experience.

Confidentiality and Data Protection

All complaints are handled confidentially. Information is shared only with staff who need it to investigate and resolve the issue. We handle all personal information in line with applicable data protection requirements and retain complaint records only for as long as necessary for legal, regulatory and operational purposes.

Review of This Complaints Procedure

This complaints procedure is reviewed regularly to ensure it remains clear, fair and effective for our customers. We may update it from time to time to reflect changes in our services, legal requirements or best practice in the removals industry.

By using the services of Man with Van Dagenham, you agree that any concerns or complaints will be raised and handled in accordance with this procedure and our general terms and conditions. We appreciate the opportunity to resolve any problems and to continue improving the quality and reliability of our removal services.