Complaints Procedure for Man With a Van Aldgate

Man With a Van Aldgate is committed to providing a reliable, professional and fair 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 put matters right and improve our services. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and straightforward process for customers who are dissatisfied with any aspect of our services. This includes, but is not limited to, man and van moves, small removals, collections and deliveries. Our aims are to ensure complaints are treated seriously, handled promptly and resolved fairly and transparently.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, charges, communication, or the way your move or removal was carried out, where you would like a response or resolution. Examples may include damage to items, delays, missed appointments, billing queries, or concerns about the conduct of team members. Raising a complaint will not prejudice your rights or affect any ongoing or future service with us.

Making an Informal Complaint

If an issue arises during or immediately after your move, we encourage you to speak to a member of our team as soon as possible. Many concerns can be resolved quickly on the day by discussing the matter directly with the team carrying out your job or with the coordinator who arranged your booking. We will always do our best to find an immediate and practical solution where possible.

If you are not satisfied with the outcome of an informal discussion, or if you prefer a more formal process from the outset, you can make a formal complaint following the steps below.

How to Make a Formal Complaint

To help us understand and investigate your complaint properly, please provide the following information when you contact us:

Your full name and contact details
The date and location of the service
Any booking or job reference you were given
A clear description of what went wrong
Details of any loss or damage where relevant
Any supporting evidence you may have, such as photographs or written notes

You can submit your complaint in writing through your usual contact channel with Man With a Van Aldgate. If you are unable to put your complaint in writing, please tell us and we will discuss reasonable alternatives.

Time Limits for Making a Complaint

To allow us to investigate thoroughly, we ask that you raise your complaint as soon as possible after the event. As a general guideline, complaints about completed removals or man and van services should be raised within a reasonable period of the work being carried out. Reporting issues promptly helps us recover information and evidence while it is still available.

Acknowledging Your Complaint

Once we receive your formal complaint, we will register it and begin our review. We aim to acknowledge your complaint within a short timeframe, confirming that it has been received and providing an outline of the next steps in the process. At this stage we may request any additional information we need to understand the matter fully.

Investigating Your Complaint

Your complaint will be handled by an appropriate person within Man With a Van Aldgate who is not directly involved in the issue you have raised wherever possible. The investigation may include reviewing job records, speaking to the team members involved, examining images or notes, and checking any relevant terms and conditions that applied to your booking.

During this stage, we may contact you to clarify points or request further details. Providing prompt and accurate information will help us reach a fair and timely conclusion.

Our Response and Possible Outcomes

When our investigation is complete, we will write to you setting out:

A summary of the complaint as we understand it
The steps we took to investigate
Our findings and conclusions
Any offer of resolution or remedial action

Depending on the circumstances, possible outcomes may include an explanation or apology, corrective action to address service issues, review of our procedures, or, where appropriate and in line with our terms and conditions, an offer of financial adjustment or contribution towards loss or damage.

If You Are Not Satisfied with the Outcome

If you remain unhappy after receiving our response, you may ask for the complaint to be reviewed again. When you do so, please explain why you believe the outcome is not satisfactory and provide any additional information you feel has not been considered. A more senior member of our team will then review the case, the initial investigation and any new information before providing a final internal decision.

Claims Relating to Damage or Loss

In cases where your complaint involves alleged damage to property or belongings, we may require supporting evidence such as photographs, repair quotes or replacement estimates. We may also ask for proof of ownership or value. Any consideration of compensation will be made in accordance with our terms and conditions and any applicable limitations of liability that were in place when you booked your removal or man and van service.

Data Protection and Confidentiality

All complaints are handled in confidence. Information you provide will be used only for the purpose of investigating and resolving your complaint, for monitoring service standards, and for meeting any legal or regulatory obligations. We will store complaint records securely and retain them only for as long as necessary.

Our Commitment to Continuous Improvement

Every complaint provides us with an opportunity to review and improve our service. Man With a Van Aldgate regularly analyses complaint trends to identify recurring issues, training needs and operational changes that may help prevent similar problems from happening again. By telling us when something goes wrong, you help us raise standards across our removals and man and van services.

This complaints procedure is intended to be clear and accessible. If you have any difficulty understanding it, or need it in an alternative format, please let us know so we can provide additional assistance.