Complaints Procedure for Man with Van Gunnersbury

Man with Van Gunnersbury is committed to providing a professional, reliable removals and man and van service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear, fair and accessible way to tell us when something has gone wrong with our moving or delivery services. It also helps us to understand where we can improve our planning, communication, packing and transport processes so that future moves run more smoothly.

This procedure applies to all services provided by Man with Van Gunnersbury, including domestic removals, small office moves, item collections and deliveries, and related loading and unloading services.

What We Class as a Complaint

A complaint is any expression of dissatisfaction with our service, whether justified or not, that requires a response. Examples include:

Concerns about the conduct, attitude or punctuality of our drivers or removal teams. Dissatisfaction with how your belongings were handled, packed, loaded, transported or unloaded. Disputes about the quality of the service compared with the agreed quotation or description of services. Issues with damage to property, delays, missed time slots or incomplete work. Concerns about administration, such as booking errors, documentation or charges.

General feedback and suggestions for improvement are always welcome, but if you would like a formal response or resolution, please make it clear that you wish to raise a complaint under this procedure.

How to Make a Complaint

You can raise a complaint using any written method that is convenient for you. Please provide as much detail as possible, including:

Your full name and the address where the removal or delivery took place. The date and approximate time of the service. A clear description of what went wrong and how it affected you. Details of any conversations already held with our team about the issue. Any evidence that may help us investigate, such as photos of damage or copies of documents.

We ask that complaints are made as soon as reasonably possible after the event, ideally within 7 days of your move or delivery, especially where damage to items or property is being reported. This enables us to investigate thoroughly while the details are still fresh.

Our Complaints Handling Stages

Stage 1: Acknowledgement

Once we receive your complaint, we will log it and issue an acknowledgement. We aim to acknowledge all complaints within 3 working days. The acknowledgement will outline the next steps and give you an estimated timescale for our investigation and response.

Stage 2: Investigation

A member of the management team will review the details of your complaint. This may involve:

Checking booking records, job sheets and inventory lists. Speaking to the driver or removal team involved. Reviewing any relevant photographs, messages or other information you have provided. Assessing our internal procedures to see whether they were followed correctly.

We aim to complete our investigation and provide a full written response within 14 working days of acknowledging your complaint. If, for any reason, we expect the investigation to take longer, we will let you know and update you on progress.

Stage 3: Our Response and Resolution

At the end of our investigation, we will send you a written response that includes:

A summary of your complaint and the issues you raised. The findings of our investigation. Any steps we have already taken or will take to put things right, where appropriate. Any practical or financial remedies we are offering in line with our terms and conditions. Any changes we plan to make to our procedures as a result of your complaint.

Where we accept that we have fallen short of our service standards, we will aim to provide a fair resolution. This may include an apology, corrective action, remedial work or, where appropriate and in line with our terms, a contribution towards repair or replacement costs for damaged items.

If You Are Not Satisfied with the Outcome

If you remain dissatisfied after receiving our response, you can ask for your complaint to be reviewed again. In your request, please explain why you are not satisfied and what outcome you are seeking. We will arrange for a more senior member of management, who was not involved in the original investigation wherever possible, to review your complaint and our handling of it.

This review will normally be completed within 14 working days. We will then send you a final written response that confirms our position and any further steps we are prepared to take.

Time Limits and Evidence

To investigate effectively, we rely on accurate information and timely reporting. We may not be able to fully investigate or accept liability for issues reported long after the move, especially where no evidence is available or where circumstances have changed significantly. For claims relating to damage or loss, we may ask you to provide photographs, receipts, or other supporting documentation.

Our Commitment to Fair Treatment

All complaints are treated seriously, confidentially and with respect. Raising a complaint about a removal service will not affect any future bookings or the way we treat you as a customer. Our team is expected to remain professional and courteous at all times when dealing with complaints, and we do not tolerate aggressive or abusive behaviour from either staff or customers.

Using Complaints to Improve Our Service

We regularly review complaint records to identify patterns and recurring issues in our man and van and removal services. Where appropriate, we use this information to improve staff training, update procedures for packing and transport, refine our booking systems and strengthen communication with customers before and during moves.

By following this Complaints Procedure, Man with Van Gunnersbury aims to resolve problems fairly and efficiently while continually improving the quality and reliability of our services.