Complaints Procedure

Complaints Procedure for Man With a Van Welling

At Man With a Van Welling we aim to provide a reliable, professional and friendly removal service. We recognise that on occasion things may not go as planned and you may wish to raise a concern or make a complaint. This complaints procedure explains how to do that, how we will respond, 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, fair and transparent process for dealing with complaints about our services. This includes concerns related to local and long distance moves, packing or loading, punctuality, conduct of staff, damage to property or belongings, and any aspect of the service provided by Man With a Van Welling.

We use all feedback, including complaints, to review our performance and improve our removal services for customers in our operating area.

What Is a Complaint

A complaint is any expression of dissatisfaction about the standard of service you have received from Man With a Van Welling, whether the service was completed or not. You may complain if you feel that we have:

Provided a lower standard of service than you reasonably expected for your move
Failed to follow our agreed terms or written quotation
Caused loss or damage to property or belongings
Acted in an unprofessional, discourteous or unsafe manner
Failed to communicate clearly or respond to you within a reasonable time

How to Make a Complaint

You can make a complaint verbally or in writing. We encourage you to raise any concerns as soon as possible, ideally within 7 days of the service or incident, so that we can investigate while the details are still clear.

When making a complaint, please provide the following information so we can investigate effectively:

Your full name
The date and address of the move or service
A clear description of what went wrong and when it occurred
Names of any team members involved, if known
Details of any loss or damage, including photographs where available
What outcome or resolution you are seeking

We will not include contact details here, but you can use the usual communication methods set out in our general customer information to submit your complaint.

Initial Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. If you raise your concern during or immediately after the move, the driver or team leader will try to resolve the matter on the spot where appropriate.

If the issue cannot be resolved straight away, it will be referred to a senior member of our team for further review. For written complaints, we aim to acknowledge receipt within a few working days.

Investigation of Your Complaint

A senior member of staff will review your complaint and carry out an impartial investigation. This may include:

Checking booking details, quotations and agreed service instructions
Reviewing job sheets and notes recorded by the moving team
Speaking with the staff members involved in the move
Examining photographs or other evidence you have provided
Assessing any relevant terms and conditions that apply

We aim to complete our investigation promptly. If the complaint is complex or requires further information, we may contact you to clarify details or request additional evidence.

Our Response and Outcome

After we have completed our investigation, we will explain our findings and any proposed outcome. This may include:

An explanation of what happened and why
An apology where our service has fallen below the standard you should expect
Details of any corrective action we will take internally
Information on repair, replacement or compensation where appropriate, subject to our terms and conditions and any applicable limitations

Our response will aim to be clear, fair and based on the evidence gathered. If we need longer than expected to reach a conclusion, we will keep you informed of the progress.

If You Are Not Satisfied With Our Response

If you remain unhappy with the outcome of your complaint, you can request that your case be reviewed by a more senior member of our team, who will re-examine the matter and the steps taken to resolve it.

In your request for a review, please explain why you are not satisfied with the original decision and include any further information you feel is relevant. We will then consider whether any additional action or alternative resolution is appropriate.

Claims for Loss or Damage

Where your complaint relates to loss or damage to property or belongings during your move, we will assess the claim in line with the information recorded on the day, our terms and conditions, and any evidence provided.

You will normally be asked to supply photographs of the damage, a description of the items involved, the approximate age and original cost where known, and any relevant receipts or valuations you may have. This helps us evaluate the most appropriate remedy, which may include repair, replacement or a contribution to the value, subject to our agreed liability limits.

Behaviour and Mutual Respect

We expect all members of our team to act courteously, respectfully and professionally at all times. We also ask that customers treat our staff in the same way, even when a problem has occurred. If we consider that behaviour is abusive, threatening or discriminatory, we may limit communication to written channels and, in severe cases, may decline to provide further services.

Using Feedback to Improve Our Services

Complaints and service issues are taken seriously at Man With a Van Welling. We regularly review the nature and frequency of complaints to identify patterns and areas where we can improve our planning, handling, staff training and communication with customers.

By following this complaints procedure, we aim to resolve individual issues fairly and to strengthen the overall quality and consistency of our moving services across the areas we serve.