Man and Van Westminster Complaints Procedure

This Complaints Procedure explains how Man and Van Westminster will handle any concerns or complaints about our man and van and removal services. We aim to deliver a reliable and professional moving experience, but we recognise that occasionally things can go wrong. When this happens, we want to know so we can put matters right and improve our services for the future.

Our Commitment to You

We are committed to treating every complaint seriously, fairly and promptly. All customers have the right to raise a concern without fear of discrimination or negative treatment. Your complaint will be handled with respect and in a professional manner at all times.

We will always aim to:

Listen carefully to your concerns about our man and van or removal services.

Investigate the issues thoroughly and impartially.

Keep you informed about the progress of your complaint.

Provide a clear response and, where appropriate, offer a suitable remedy.

What This Procedure Covers

This procedure applies to complaints and concerns related to our moving and transport services, including:

Collection and delivery of items during your move.

Conduct, attitude or professionalism of our staff or drivers.

Timekeeping, punctuality and communication about bookings.

Care and handling of your belongings.

Charges, invoices and information provided before or after a move.

Service quality in relation to residential or small business removals, man and van hire and related transport services.

Raising a Complaint

If you are unhappy with any part of our service, please raise it with us as soon as possible so that we have the opportunity to address it quickly. In many cases, issues can be resolved informally and promptly.

Stage 1: Informal Resolution

Where possible, please raise your concern directly with the team member you have been dealing with or at the time of the move. Explain what has happened and what outcome you are seeking. Many concerns related to moving dates, vehicle access, loading, unloading, or timing can be resolved at this stage through discussion and clarification.

If your complaint cannot be resolved informally, or you prefer not to discuss it with the individual staff member, you can move to the formal complaint stage.

Stage 2: Formal Complaint

To make a formal complaint, please provide the following information in writing:

Your full name and contact details.

The date of the move or service you are complaining about.

Any booking reference or invoice number, if available.

A clear description of what went wrong.

Details of any loss, damage or inconvenience suffered.

Copies of any supporting information, such as photographs, inventory lists or written agreements.

The outcome you would consider fair.

Providing detailed information helps us investigate your complaint more thoroughly and respond as quickly as possible.

Acknowledging Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable time. We will review the information provided and explain the next steps, including who will be handling the matter and any additional details we may need from you.

How We Investigate

We aim to carry out a fair, balanced and evidence-based investigation. This may involve:

Reviewing your booking and job details.

Speaking with the staff or drivers involved in your move.

Examining any relevant documents, inventories or photographs.

Considering any applicable terms and conditions and service standards.

We may contact you during the investigation to clarify points, request further evidence or discuss possible solutions.

Response and Outcome

After our investigation is complete, we will provide a written response setting out:

The issues you raised in your complaint.

The steps we have taken to investigate the matter.

Our findings and conclusions.

Any proposed remedy or action we will take.

Where a complaint is upheld, possible remedies may include an apology, corrective action, a review of our procedures, or other appropriate measures. Where a complaint is not upheld, we will explain the reasons clearly and provide any relevant supporting information.

Time Limits

We encourage customers to raise complaints as soon as possible and ideally within a reasonable period after the service has been completed. Complaints about damage to items should be raised promptly so that we can assess the circumstances fully.

Complex complaints, such as those involving multiple moves or extensive property contents, may require more time to investigate. If this is the case, we will keep you updated about the expected timescale for a final response.

Customer Responsibilities

To help us handle your complaint effectively, we ask that you:

Provide accurate and complete information about your concerns.

Retain any supporting documents or photographs relating to your move.

Communicate with us in a respectful and constructive manner.

Respond to any reasonable requests for further information.

Using Feedback to Improve Our Service

All complaints and serious concerns are recorded and reviewed so that we can learn from them. We may use your feedback to:

Improve staff training and supervision.

Review our handling procedures for loading, transport and delivery.

Improve communication about arrival times, parking arrangements and access.

Refine our terms, booking processes and information provided to customers.

Our aim is to provide a dependable man and van and removal service that meets customer expectations. Your feedback plays an important part in helping us achieve this.

Policy Review

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective for customers using our moving and transport services. Any updates will apply to future complaints from the date they are published.

If you have any questions about this Complaints Procedure or how it applies to your situation, you can contact us using the details provided on our website.