Complaints Procedure
Complaints Procedure for Man with Van Waterloo
Man with Van Waterloo is committed to providing a reliable, professional and courteous removals service. We aim to resolve any concerns quickly and fairly, and we welcome feedback as an opportunity to improve. This complaints procedure explains how you can raise a complaint, how we will respond, and what you can expect at each stage of the process.
1. Purpose and Scope of This Procedure
This procedure applies to all customers who use Man with Van Waterloo for man and van services, home or office moves, furniture transport, or related removal activities. It covers complaints about our service delivery, conduct of staff or drivers, handling of goods, punctuality, communication, and any other aspect of your experience with us.
The procedure is designed to ensure that your concerns are taken seriously, investigated carefully, and responded to in a clear and timely way. We use the information from complaints to review and improve our operations across our service area.
2. What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether verbal or written, where you would like a response or resolution. Examples may include, but are not limited to:
Service not delivered as agreed, such as delays or missed time slots.
Concerns about the care taken with your property or belongings.
Issues with staff behaviour, professionalism, or communication.
Disputes about charges, quotations, or additional fees.
Concerns about how a previous issue or enquiry was handled.
We encourage you to raise any issue, even if you are unsure whether it counts as a formal complaint. Our team will advise you on the most appropriate way forward.
3. How to Make a Complaint
You can make a complaint verbally or in writing. While we accept complaints made in any reasonable way, we encourage written complaints whenever possible, as this helps us keep an accurate record of the details.
When making a complaint, please provide the following information so that we can investigate effectively:
Your full name and, if applicable, the name under which the booking was made.
The date and approximate time of the service.
The collection and delivery locations or the general area of the booking.
A clear description of what went wrong or why you are dissatisfied.
Any supporting details, such as photographs, inventory notes, or reference numbers.
What outcome you are seeking, for example an explanation, apology, or review of charges.
If you are raising the issue verbally, our team may take notes to ensure the facts are recorded correctly. You may request a copy of these notes.
4. Informal Resolution
In many cases, issues can be resolved quickly by speaking directly to the driver or team on the day of the move, or by contacting our office as soon as possible after the service. We will always try to resolve matters informally first, where appropriate.
During informal resolution, we may:
Clarify what happened and why.
Offer practical steps to correct the issue where possible.
Provide an explanation or apology when warranted.
Review and, if appropriate, adjust charges or terms.
If you are not satisfied with the informal response, you can ask for your complaint to be treated as a formal complaint under this procedure.
5. Formal Complaint Process
Once we receive a formal complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint, outline the next steps, and provide an estimated timescale for a full response.
We will then:
Assign a member of staff to review your complaint.
Gather relevant information, such as booking details, driver reports and any supporting evidence you have supplied.
Contact you if we need further clarification or additional information.
Consider all the facts and any relevant policies or terms that applied at the time of your booking.
We aim to provide a clear written response within a reasonable period, depending on the complexity of the issue. If we cannot respond in full within that time, we will let you know and explain the reason for any delay.
6. Our Response and Possible Outcomes
Our written response will normally include:
A summary of your complaint and the issues you raised.
An explanation of what we have found during our review.
Details of any steps we have taken or will take to address the issue.
Where appropriate, an apology and explanation of what we have learned.
Information about any remedy or offer we are making.
Possible outcomes may include clarification, apology, service improvements, staff training, or, where appropriate, a financial remedy such as a goodwill gesture or adjustment to charges, in line with our terms and conditions and any applicable consumer law.
7. If You Are Still Unhappy
If you remain dissatisfied after receiving our formal response, you can ask for the complaint to be reviewed again. In such cases, where possible, a different member of staff or a more senior person will review the matter to ensure it has been handled fairly and objectively.
During this review, we may revisit the evidence, seek further clarification, and consider whether our initial response was reasonable and in line with our policies. We will then provide a final written outcome.
8. Time Limits for Raising Complaints
To ensure we can investigate effectively, we ask that you raise any complaint as soon as reasonably possible after the event, ideally within a short period of the move taking place. The longer the delay, the more difficult it may be for us to obtain accurate information or evidence.
However, we will consider complaints raised later than this where there is a good reason for the delay, and where it is still practical for us to investigate.
9. How We Use Complaints to Improve
Man with Van Waterloo reviews complaints regularly to identify patterns, recurring issues, or areas where our removal services can be strengthened. This may lead to updated procedures, additional staff training, or changes to our booking and communication processes.
By following this complaints procedure, we aim to ensure that all customers in our service area receive a consistent, fair and transparent response whenever something goes wrong, and that your feedback helps us deliver a better moving experience in the future.
