Complaints Procedure

Man with Van Waterloo Complaints Procedure

This complaints procedure sets out how Man with Van Waterloo receives, investigates and resolves complaints about our man and van and removal services. Our aim is to provide a clear, fair and timely process so that any concerns are addressed professionally and used to improve our service.

Our commitment to you

We are committed to delivering reliable moving, packing and transport services for households and businesses. If something goes wrong, we want to know about it and put it right where reasonably possible. We will treat every complaint seriously, handle it with respect and keep you informed about what we are doing to resolve it.

What counts as a complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, communication, billing or how we have handled your belongings or booking. Examples include, but are not limited to:

Delays or non-arrival of our team on the agreed date or time. Concerns about the care taken when handling or transporting your items. Disagreement about the scope of work compared with what was quoted. Issues with invoicing, charges or payments. Concerns about the conduct or behaviour of any member of our team. Dissatisfaction with how a previous issue or enquiry has been handled.

You do not need to use any special wording to make a complaint. If you tell us you are unhappy with our service and would like us to look into it, we will treat this as a complaint.

How to make a complaint

You can make a complaint in writing or verbally. Although we will always do our best to help you in any form, we encourage you to submit your complaint in writing so that there is a clear record of the issues you would like us to review.

When submitting a complaint, please include as much detail as you can, such as: your full name; the date of your move or booking; the address where the service was provided; a description of what went wrong; any photographs or evidence that may help us understand the issue; and what you would consider to be a fair outcome.

If you make a complaint verbally, we may ask you to confirm key details in writing so that we can be sure we have understood your concerns correctly.

Time limits for raising a complaint

We ask that you raise any complaint as soon as possible after the issue occurs, and ideally within 14 days of the date of your move or service. This allows us to investigate while the details are still recent and any supporting information is easier to collect.

Complaints raised after this period may be more difficult to investigate fully, but we will still review the matter and respond where information is available.

How we handle your complaint

Once we receive your complaint, we will follow a structured process to make sure it is reviewed fairly and thoroughly.

Step 1: Acknowledgement. We will acknowledge your complaint, usually within 3 working days of receipt. In this acknowledgement, we will confirm that we are investigating and, where possible, give you an indication of when you can expect a full response.

Step 2: Investigation. Your complaint will be reviewed by a person with appropriate authority who was not directly involved in the original issue where possible. They may contact you to ask for further information, clarify details, or request supporting documents such as photographs or receipts.

Step 3: Assessment. We will consider the information from you, from any members of our team involved, and from our booking records. We will assess whether our service met our standards and obligations and what, if anything, went wrong.

Step 4: Outcome and response. Following our investigation, we will provide you with a written response. This will explain our findings, any steps we have already taken, and any actions we propose to take to resolve the issue.

Timescales for resolution

We aim to provide a full response to most complaints within 14 working days of acknowledging your complaint. If your complaint is complex, involves third parties, or requires further investigation, it may take longer. If we need more time, we will let you know, explain the reasons for the delay and provide an updated timescale.

Possible outcomes and remedies

Where our investigation shows that we could have done better, we will consider appropriate remedies. These may include:

Providing a clear explanation and, where appropriate, an apology. Taking corrective action, such as addressing internal processes or staff training. Offering a practical solution, such as a re-visit to complete agreed work where feasible. Considering financial remedies where this is appropriate and in line with our terms and conditions.

Any remedy will take into account the nature of the complaint, the impact on you and the terms agreed at the time of booking.

If you remain dissatisfied

If you are not satisfied with the outcome of your complaint, you may ask for a review of the decision. Your request for a review should explain why you disagree with our findings or proposed resolution and include any additional information you feel has not been considered.

A further review will be carried out by a senior member of our team, who will look again at the details of your complaint and our initial investigation. We will then confirm whether the original decision is upheld or whether any changes are appropriate.

Using complaints to improve our service

We welcome feedback and see complaints as an opportunity to improve the way we deliver our man and van and moving services. All complaints are recorded and monitored so that we can identify patterns, review our procedures and training, and reduce the likelihood of similar issues arising in the future.

By following this complaints procedure, Man with Van Waterloo aims to ensure that concerns are handled fairly, transparently and promptly, and that our customers remain confident in the quality and reliability of the services we provide.