Complaints Procedure

Man with Van Wennington Complaints Procedure

This Complaints Procedure explains how customers of Man with Van Wennington can raise concerns about our removals and man and van services, and how we will respond. Our aim is to resolve any issues quickly, fairly, and transparently, and to use feedback to improve our services across our operating area.

Our Commitment To You

Man with Van Wennington is committed to providing reliable and professional moving services. We understand that delays, misunderstandings, or mistakes can happen, especially during moves and transport. When they do, we want to know about them so we can put things right wherever possible. All complaints are taken seriously, handled respectfully, and reviewed by the appropriate person within our team.

What This Procedure Covers

This procedure covers complaints relating to our man and van and removal services. This can include issues such as service quality, conduct or behaviour of staff or drivers, timekeeping and communication, handling or protection of possessions, adherence to agreed bookings or schedules, and invoicing or charges. If you are unsure whether your concern is covered, you should still raise it using this procedure and we will advise you.

Raising An Informal Concern

We encourage customers to raise concerns as soon as possible, ideally on the day of service or shortly afterwards. In many cases, an issue can be resolved quickly and informally by speaking with the driver or team on the day, or by contacting our office or booking contact with the details of your concern. Please provide your full name, your moving date, the collection and delivery locations, and a clear description of the issue. Where relevant, you should also describe any impact on your move, such as delays, damage, or additional costs you have incurred. We will attempt to resolve the matter informally first, as this is often the fastest and least stressful route for everyone involved.

Making A Formal Complaint

If your concern is not resolved informally, or if you prefer to make a formal complaint straight away, you may do so in writing. Written complaints help us to understand clearly what has happened and provide a record for both you and us. When making a formal complaint, please include your full name and preferred contact details, details of your booking, including dates and locations, a clear description of what went wrong, and when it occurred, any communication already had with our staff about the issue, and what outcome you are seeking, such as an apology, explanation, or compensation.

We ask that formal complaints are raised as soon as reasonably possible after the event. This helps ensure that information is still available and that drivers and team members can clearly recall the circumstances.

How We Will Handle Your Complaint

When we receive your formal complaint, we will acknowledge it within a reasonable period. We will then assign it to an appropriate person to review. This may be a manager or senior member of the team who was not directly involved in the incident. We may contact you to request further information or evidence, such as item lists, photographs, or copies of relevant messages or documents. We will review your complaint carefully, including booking records, job notes, and staff accounts where needed. Once the review is complete, we will provide you with a written response explaining our findings, any steps we have already taken, and any further action or offer we consider appropriate.

Timeframes For Responses

Our goal is to resolve complaints as quickly as possible, while still carrying out a fair and thorough review. Acknowledgement of your complaint will usually be provided within a few working days. A full response will usually be provided within a reasonable period after acknowledgement. If we need more time because the matter is complex or additional information is required, we will let you know and give an updated timescale. We appreciate your patience while we investigate and aim to keep you updated if there are any delays.

Possible Outcomes And Remedies

Each complaint is assessed on its own facts, and outcomes will vary depending on what happened. Possible outcomes can include an explanation or clarification where there has been a misunderstanding, an apology where our service has fallen short of our standards, practical steps to put things right where this is possible, and a review of our internal processes or staff training to prevent similar issues. Where appropriate and in line with our terms and conditions, we may also consider financial remedies. Any such offers are made on a case by case basis and do not set a precedent for future complaints.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you may ask us to review the decision. Your request for escalation should explain why you disagree with our response and what you would like us to consider further. We will arrange for a further review by a different person where possible. Follow up reviews focus on whether your complaint was handled fairly and whether our decision remains reasonable in light of all the information available.

Respectful Behaviour And Fair Use

We understand that moving can be stressful and that problems can cause frustration. Our team will always aim to treat you politely and with respect, and we ask that you do the same. We will not tolerate abusive, threatening, or discriminatory language or behaviour towards our staff. In serious cases we may limit communication to written channels or, where necessary, cease contact once we have explained our position. We also expect complaints to be made honestly and in good faith. Deliberately false or misleading claims may affect how we handle your matter or any future bookings.

Using Feedback To Improve Our Service

Every complaint, concern, and piece of feedback helps us improve our man and van and removal services. We regularly review complaints to identify patterns, training needs, or changes we can make to our systems, vehicles, equipment, and communication. Our objective is to provide a dependable service to customers across our service area, and learning from issues is an important part of that process.

Updates To This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, internal processes, or applicable guidance. The latest version will replace any earlier versions and will apply from the date it is published. You are encouraged to review this procedure periodically if you are a regular or returning customer.

If you have a concern about any aspect of our man and van or removal services, please raise it with us using this procedure. We will do our best to address your complaint fairly and to maintain your confidence in Man with Van Wennington.