Complaints Procedure

Man with Van Twickenham Complaints Procedure

Man with Van Twickenham is committed to providing reliable and professional removals and man and van services. We aim to handle every move with care, but we recognise that sometimes things can go wrong. When they do, we want to put them right quickly, fairly, and transparently. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this Complaints Procedure is to give customers a clear and simple route to raise any dissatisfaction with our services. It applies to all removal and man and van work we carry out, including home moves, small office relocations, collection and delivery jobs, and transport of items within our normal service area. We use all feedback, including complaints, to improve our standards and prevent similar issues in future.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether it relates to the booking process, communication, punctuality, behaviour of staff, handling of goods, pricing, or the outcome of a job. You do not need to use the word complaint for us to treat it as one. If you are unhappy and want us to respond or put something right, we will regard it as a complaint and follow this procedure.

How to Raise a Complaint

You can raise a complaint in writing or verbally. Written complaints help us keep an accurate record of the details, so where possible we encourage you to put your concerns in writing. When you contact us, please include:

The date of your move or service, a clear description of what went wrong, any relevant addresses or reference details, details of any damage, loss, delay, or other issue, and what outcome you are hoping for, such as an explanation, apology, correction, or compensation. The more information you provide, the easier it is for us to investigate quickly and thoroughly.

Time Limits for Making a Complaint

To help us investigate effectively, we ask that you raise any complaint as soon as reasonably possible. If your complaint relates to damage or loss of items, you should notify us as soon as you discover the issue. While we will consider complaints raised later, a delay in reporting may affect what we can reasonably verify and the options available for resolution.

Our Complaint Handling Stages

We aim to handle complaints in a structured and fair way. Our process has three main stages: initial response, investigation and outcome, and escalation.

Stage 1: Initial Response

Once you raise a complaint, we will record it in our internal log and acknowledge it. Wherever possible, we will try to resolve straightforward issues immediately or within a short period. This may involve clarifying what happened, providing information, or agreeing a quick corrective action. If your complaint cannot be resolved right away, it will move to the investigation stage.

Stage 2: Investigation and Outcome

A member of our team will review the details of your complaint, check booking information, speak with the driver or removal team involved, and consider any evidence such as photographs or written notes. We will assess what went wrong, whether our service fell below our expected standards, and what can be done to address the issue.

After the investigation, we will explain our findings to you in clear language. Where appropriate, we may offer one or more of the following: an apology and explanation, corrective action such as revisiting a property to complete agreed work, a gesture of goodwill, or financial compensation where this is justified and in line with our terms of service and any applicable insurance conditions.

We aim to complete most investigations within a reasonable timeframe. If the matter is complex or requires more time, we will let you know and keep you updated on progress.

Stage 3: Escalation

If you are not satisfied with the outcome at Stage 2, you can ask for your complaint to be reviewed at a higher level within our business. When requesting escalation, please explain why you disagree with the initial outcome and what you feel would be a fair resolution.

We will then carry out a further review, which may involve re-checking the evidence, seeking additional information, or asking another team member to look at the complaint afresh. Once this review is complete, we will provide a final response setting out our conclusions and the reasons for them.

Fairness, Respect and Confidentiality

All complaints are treated seriously, and we handle them with respect for everyone involved. We will not treat you differently or disadvantage you in any way for raising a complaint. We also expect our staff to be treated courteously while working to resolve your concerns.

Information you provide in connection with a complaint is handled in line with our general approach to privacy. We only share details internally where needed to investigate and resolve the matter, train staff, or improve our procedures.

Using Complaints to Improve Our Service

We view complaints as an important source of learning. Where we identify recurring issues, we may update our training, refine our booking process, adjust how we plan removals and man and van work, or review how we protect customers belongings during loading, transport, and unloading. This helps us to provide more reliable and professional removal services across the areas we cover.

Limitations and Related Policies

Any remedies, including compensation or reimbursement, will always be considered in line with our terms and conditions and any relevant insurance provisions. Certain items, circumstances, or events may be excluded or limited by those terms. If this is relevant to your complaint, we will explain how it affects what we can offer.

Contacting Us About a Complaint

If you wish to raise a complaint about any aspect of Man with Van Twickenham and our removal or man and van services, please contact us using the usual contact options you used to book or enquire about your move. We will do our best to respond promptly, investigate thoroughly, and reach a fair outcome.

This Complaints Procedure does not affect your statutory rights.