Complaints Procedure for Man With a Van West Ham

Man With a Van West Ham is committed to providing a reliable, professional and courteous removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can put things right, learn from the situation and continually improve our service. This complaints procedure explains how you can raise a concern, what you can expect from us and the steps we will take to resolve your complaint fairly and promptly.

Scope of this Complaints Procedure

This procedure applies to all customers who use Man With a Van West Ham for moving, collection, delivery, or related removal services. It covers issues such as punctuality, conduct of staff, handling of goods, damage or loss, billing concerns, communication, and general service quality. It does not cover employment-related grievances raised by staff, or issues that are already subject to legal proceedings or insurance claims handled by third parties.

Our Complaints Handling Principles

When dealing with any complaint, Man With a Van West Ham will work to the following principles:

We will treat you with respect and courtesy at all times. We will take your concerns seriously and listen carefully to what you have to say. We will respond within reasonable timescales and keep you informed of progress. We will investigate impartially, considering all available evidence. We will aim to provide clear explanations and, where appropriate, reasonable remedies. We will use feedback to improve our removal services across our operating area.

How to Raise a Complaint

If you are unhappy with any aspect of our service, we encourage you to raise the issue as soon as possible so that we can address it quickly. In the first instance, you may speak directly to the driver or team leader attending your removal. Many issues can be resolved on the day through discussion and practical solutions.

If the matter cannot be resolved informally, or you prefer not to raise it on the day, you may submit a formal complaint in writing. Please include your full name, the service address, the date of the job, a description of what went wrong, any supporting information such as job reference or photographs, and the outcome you are seeking if you have one in mind.

Time Limits for Making a Complaint

We ask that complaints relating to removal services are made as soon as reasonably possible. For issues involving potential damage or loss of items, you should notify us as soon as you become aware of the issue. Prompt notification helps us investigate effectively while details are still fresh and evidence is easier to obtain.

What Happens After You Submit a Complaint

Once we receive your complaint, we will acknowledge it and confirm that it is being reviewed. An initial acknowledgement will be provided within a reasonable timeframe. We will then assign your complaint to a senior member of our team who has not been directly involved in the service delivery, so the matter can be considered as objectively as possible.

Investigation Process

The person handling your complaint will review your description of events and any documents or photographs provided. Where applicable, they may also speak to the removal team involved, review job notes, schedules, and any internal records related to your move, inspect reported damage, or request further information or clarification from you. Our aim is to gather enough information to make a fair and balanced decision.

Our Response and Timescales

After completing the investigation, we will issue a written response setting out our findings. This will normally include a summary of your complaint, the steps we have taken to investigate, our conclusions based on the evidence available, and, where appropriate, any proposed resolution or remedy. While complex complaints may take longer to investigate, we will seek to respond within a reasonable period and to keep you updated if additional time is required.

Possible Outcomes and Remedies

Depending on the nature and findings of the complaint, potential outcomes may include an explanation of what happened and why, an apology where we have fallen short of our standards, practical steps to remedy an issue where possible, such as re-attending to complete an agreed service, or, where appropriate and subject to our terms and conditions, consideration of financial remedies. Any remedy offered will be proportionate to the circumstances and consistent with our contractual obligations and policies.

If You Are Unhappy With the Outcome

If you are not satisfied with our initial response, you may request that your complaint is reviewed. When asking for a review, please explain why you remain unhappy and provide any additional information you feel is relevant. A different senior member of our team will re-examine the complaint, the evidence, and the proposed outcome. Once this review is complete, we will issue a final response explaining our position.

Using Feedback to Improve Our Services

All complaints are recorded and monitored by Man With a Van West Ham. We regularly review complaint trends to identify areas where our removal services can be improved, including staff training, vehicle preparation, handling procedures, communication practices and scheduling. Your feedback helps us maintain a high standard of service for customers across our operating area.

Confidentiality and Data Protection

We treat all complaints with discretion. Information you provide will only be shared with team members who need it to investigate and resolve the matter. Any personal data will be handled in line with our data protection obligations and will be kept only for as long as necessary for the purposes of complaint handling and legal or regulatory requirements.

Updates to This Complaints Procedure

Man With a Van West Ham may update this complaints procedure from time to time to reflect changes in our services, legal requirements or best practice in handling customer feedback. The version available on our legal and policy information pages will be the most current and will apply to any complaints raised from the date of publication.