Complaints Procedure for Man with Van Walthamstow Village

Man with Van Walthamstow Village is committed to providing a reliable and professional man and van and small removals service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can resolve the issue promptly and improve our service. This page explains how to raise a complaint, what you can expect from us, and how we will work with you towards a fair outcome.

Our Commitment to Handling Complaints

We treat all complaints seriously and handle them in a consistent, fair and respectful manner. Our aims are to:

Listen carefully to your concerns about our removal services or van moves.

Investigate what has happened and why.

Respond in clear, straightforward language.

Offer an appropriate remedy where we have made a mistake.

Use your feedback to improve how we plan and carry out moves in the future.

What This Complaints Procedure Covers

This procedure applies to any dissatisfaction with our services, including but not limited to:

Collection, loading, transit or delivery of your items.

Timekeeping, punctuality or adherence to agreed schedules.

Conduct, attitude or behaviour of our team members.

Handling of your belongings, including loss or damage.

Quality of communication before, during or after the move.

Accuracy of quotations, invoices or other documentation.

Issues relating to customer service and aftercare.

Who Can Make a Complaint

A complaint can be made by any customer who has used our man and van or removal services, or by someone authorised to act on their behalf. We are also willing to consider concerns raised by third parties where they have been directly affected by our work and can provide relevant details of the move.

How to Raise a Complaint

You can raise a complaint using whichever method is most convenient for you. While we accept complaints verbally, we encourage you to submit your concerns in writing so that there is a clear record of the issues you wish to raise.

When submitting a complaint, please provide the following information if possible:

Your full name and details of the booking.

The date and approximate time of the move or service.

The collection and delivery locations.

A clear description of what went wrong and when it happened.

Details of any items involved, especially if there is loss or damage.

Copies of any relevant documents such as quotes, inventories or invoices.

What outcome you would consider reasonable and satisfactory.

The more information you provide, the easier it is for us to investigate thoroughly and respond appropriately.

Timescales for Making a Complaint

We ask that you raise any concerns as soon as possible after the moving service has taken place. Prompt notification enables us to collect accurate information from the team and, where necessary, to inspect items or locations while evidence is still available.

As a general guide, complaints about service quality should be raised within 14 days of the move, and complaints about loss or damage should be raised as soon as you become aware of the issue. However, we will always consider complaints made outside these timescales where reasonable.

How We Will Respond

We aim to acknowledge your complaint promptly after receiving it. In our acknowledgement, we will confirm that we have received your concerns and outline the next steps.

We will then investigate the matter, which may include:

Reviewing your booking details and any written agreements.

Speaking with the team members involved in your move.

Examining any photographs or evidence you provide.

Visiting the property or viewing items where appropriate.

Once our investigation is complete, we will provide a written response explaining:

What we understand the complaint to be about.

What we have found from our investigation.

Whether we accept, partially accept or do not accept the complaint.

Any steps we propose to put things right.

Possible Outcomes and Remedies

Where we find that we could have provided a better service, we will aim to offer a remedy that is fair and proportionate to the issue. Depending on the nature of the complaint, this may include:

A clear explanation and, where appropriate, an apology.

Correcting an error or oversight in our paperwork or arrangements.

A contribution towards repair or replacement costs, in line with our terms and conditions.

A partial refund or other financial adjustment where justified.

Changes to our working practices to reduce the likelihood of recurrence.

Any remedy offered will take into account the circumstances of the move, the terms of our agreement with you, and any relevant limitations or exclusions that apply to our services.

Escalation of Your Complaint

If you are not satisfied with our initial response, you can ask for your complaint to be reviewed. When requesting an escalation, please explain why you remain unhappy and what outcome you are seeking. We will arrange for your concerns to be reconsidered, which may involve a further review of the evidence and a fresh assessment of any remedy proposed.

After this review, we will send you a final response. This will set out the steps we have taken to investigate, our final position on your complaint, and any further action we are able to offer.

Behaviour and Mutual Respect

We understand that moving home or premises can be stressful, and that problems with a removal service can add to this pressure. We will always treat you with courtesy and respect, and we ask that you do the same towards our staff. We may limit or end communication where behaviour becomes abusive, threatening or unreasonable, but we will still consider the substance of your complaint fairly.

Using Feedback to Improve Our Service

Every complaint, whether upheld or not, is an opportunity for us to improve. We regularly review the concerns raised by customers across our man and van and small removals work to identify patterns and areas where training, supervision or processes can be strengthened. Our objective is to minimise the risk of similar issues arising in future moves and to deliver a consistently reliable and efficient service.

Updates to This Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our services, legal requirements or industry good practice. The version published on this page is the one that applies at the time you raise your complaint. You are encouraged to read it carefully so you know what to expect from us and how we will handle any concerns about your move.