Complaints Procedure

Complaints Procedure for Man With a Van Woolwich

Man With a Van Woolwich is committed to providing a reliable, careful and professional removals and man and van service. However, we recognise that sometimes things can go wrong. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

The aim of this procedure is to provide a clear and fair process for handling complaints about our removal and transport services. It is designed to:

• Give you a simple way to tell us when you are unhappy.
• Ensure we treat all complaints seriously, consistently and with respect.
• Help us put things right where we have made a mistake.
• Improve our services based on the feedback we receive.

This procedure applies to all domestic and small business customers who have used Man With a Van Woolwich for moving, collection, delivery or related services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not, where you want us to review the situation and respond. This may include, for example:

• Concerns about timekeeping, punctuality or attendance on the agreed date.
• Issues with the handling, loading, unloading or transportation of your belongings.
• Allegations of loss or damage to property during a move.
• Concerns about conduct, attitude or behaviour of our staff or drivers.
• Disagreements about charges, invoices, quotes or agreed work.
• Any other situation where you feel we have not delivered the level of service you reasonably expected.

General feedback or routine queries that do not require a formal response will be treated as comments rather than complaints, but we still use them to improve our services.

How to Make a Complaint

You can make a complaint using any written method you prefer. When contacting us, please provide as much detail as possible so we can investigate thoroughly. In particular, please try to include:

• Your full name and the address where the service took place.
• The date and approximate time of the removal or transport service.
• A clear description of what went wrong and how it has affected you.
• Any supporting information, such as photographs of damage, inventory lists or job references.
• What outcome you are seeking, for example an explanation, an apology, a refund or a contribution to repair costs.

If you require assistance in setting out your complaint, or if English is not your first language, you may ask a representative, friend or family member to raise the complaint on your behalf, with your permission.

Time Limits for Raising a Complaint

It is best to raise any concern as soon as possible after the event so we can investigate effectively. We ask that:

• Any issues about loss or damage to items are reported as soon as you become aware of them, preferably within 48 hours of the move being completed.
• Any other concerns about service quality, conduct, punctuality or charges are reported within 14 days of the service date.

We may still consider complaints raised after these times, but our ability to investigate fully may be reduced, especially where we no longer have access to relevant records or evidence.

How We Will Handle Your Complaint

We follow a clear process to ensure all complaints are handled fairly and consistently.

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it in writing. We aim to do this within three working days. Our acknowledgement will confirm that we have received your complaint and will explain the next steps, including our target timescale for a full response.

Stage 2: Investigation

Your complaint will be reviewed by a person with appropriate authority who was not directly involved in the events you are complaining about, wherever possible. The investigation may include:

• Reviewing booking details, job sheets and any relevant paperwork.
• Speaking to staff or drivers involved in your removal or delivery.
• Considering any photographs, inventories or other evidence you have provided.
• Assessing whether our agreed terms and conditions and service standards were followed.

During this stage, we may contact you to clarify details or to request further information.

Stage 3: Response and Outcome

Once the investigation is complete, we will send you a written response explaining our findings and the reasons for our decision. Where we find that we are at fault, we will seek to put things right in a reasonable way. This may include one or more of the following:

• A clear explanation and, where appropriate, a formal apology.
• Practical steps to correct the issue, where this is possible.
• A goodwill gesture, refund or contribution toward repairs, in line with our terms and conditions and any applicable limitations of liability.
• An explanation of any changes we will make to our procedures, staff training or systems to prevent similar issues in future.

We aim to provide a full written response within 14 working days of acknowledging your complaint. If we cannot meet this timescale, we will inform you of the delay and provide a revised timeframe.

If You Are Not Satisfied With Our Response

If you remain unhappy after receiving our final response, you may request that we review the complaint again. In doing so, please set out why you disagree with our decision and provide any additional evidence you wish us to consider.

This further review will be conducted by a senior person who was not involved in the original investigation, where possible. Once this review is complete, we will write to you with our final position.

Our Commitment to Fairness and Confidentiality

All complaints are treated seriously and handled confidentially. We will only share information about your complaint with staff who need it to investigate and resolve the matter. Your complaint will not affect your right to use our services in the future, and you will never be treated unfavourably for raising a concern in good faith.

We regularly review the complaints we receive to identify patterns, make improvements and maintain high standards across our man and van and removals services. Your feedback, whether positive or negative, helps us to provide a more reliable, careful and customer-focused service.

Status of This Procedure

This Complaints Procedure is intended as a clear guide to how we handle concerns raised by customers of Man With a Van Woolwich. It does not remove or limit any rights you may have under consumer law or under our standard terms and conditions of service. We may update this procedure from time to time to reflect changes in our practices or legal requirements.