Complaints Procedure
Complaints Procedure for Man with Van Silvertown
Man with Van Silvertown aims to provide a reliable, efficient and professional removals and man and van service. We recognise that, on occasion, things may go wrong or fall short of expectations. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage of the process.
1. Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear, fair and timely method for resolving complaints about our services. We use all feedback, including complaints, to improve our moving and transport services, our customer communication and our day-to-day operations.
2. What Counts as a Complaint
A complaint is any expression of dissatisfaction about our removals, man and van, packing or related services, whether that dissatisfaction is made verbally or in writing. This may include, for example:
Delays, missed appointments or late arrivals for a booking.
Concerns about the care taken with your belongings during loading, transport or unloading.
Disputes over charges, quotations or additional fees.
Behaviour or attitude of our drivers, porters or support staff.
Quality of communication before, during or after your move.
Any other aspect of the service that you feel did not meet what was agreed or reasonably expected.
3. How to Make a Complaint
You can raise a complaint in the following ways:
Verbally at the time of service, by speaking to the driver or team leader on the day of your move.
In writing, providing details of your experience, the date and time of the job, and any relevant information that will help us investigate.
When making a complaint, please include:
Your full name and contact details.
The date and approximate time of the service.
The collection and delivery addresses involved in the move.
A clear description of what went wrong and how it affected you.
Any supporting evidence you may have, such as photographs, inventory lists or written notes.
4. Time Limits for Making a Complaint
We ask that you raise your complaint as soon as reasonably possible so that we can investigate while details are still fresh. Ideally, complaints should be submitted within 7 days of the service taking place. For issues involving potential damage to property or goods, we strongly encourage you to inform the team on the day and follow up in writing within 48 hours where possible.
5. Acknowledgement of Your Complaint
Once we receive your complaint, we will acknowledge it within a reasonable time frame. Our acknowledgement will confirm that we have received your complaint and will include an outline of the next steps and an estimated timescale for our response. In most cases, we aim to provide a full response or an update within 10 working days.
6. How We Investigate Complaints
Each complaint is handled with care and is treated in a confidential and impartial manner. Our investigation may include:
Reviewing booking details, job sheets and any written communication relating to the service.
Speaking with the driver and any team members who attended the job.
Examining any photographs, videos or supporting documents supplied.
Checking our internal procedures to see whether they were followed correctly.
Where appropriate, we may contact you for further information or clarification to ensure we fully understand the issue.
7. Our Response and Possible Outcomes
After investigating your complaint, we will provide you with a clear and reasoned response, explaining our findings and any actions we propose to take. Depending on the nature of the complaint, possible outcomes may include:
An explanation of what went wrong and why.
An apology where our service has fallen below the expected standard.
Practical steps to put things right, where this is possible.
Guidance on how we will prevent similar issues from occurring in the future.
Information about any goodwill gestures we may consider appropriate in the circumstances.
If we find that we are not responsible for the issue raised, we will explain our reasons and the evidence considered.
8. Escalating Your Complaint
If you are not satisfied with the outcome of your initial complaint or feel that it has not been handled fairly, you can request that the matter be reviewed at a higher level within Man with Van Silvertown. When requesting an escalation, please explain why you are unhappy with the original response and what you believe would be a fair resolution. We will then re-examine the matter and provide a final written decision wherever possible.
9. Fairness, Confidentiality and Data Protection
All complaints are handled with fairness and without discrimination. We will not treat you less favourably for having made a complaint in good faith. Information you provide is kept confidential and is only shared with staff who need it to investigate and resolve the matter. We handle personal data in line with applicable data protection requirements and retain complaint records only for as long as necessary for legal, regulatory and operational purposes.
10. Using Feedback to Improve Our Service
Complaints are an important source of feedback for Man with Van Silvertown. We routinely review complaint trends and outcomes to identify areas where our removals and man and van services can be improved. This may include additional staff training, updates to operating procedures, adjustments to booking processes or improvements in how we communicate with customers before and after a move.
11. Review of this Complaints Procedure
This Complaints Procedure is reviewed regularly to ensure it remains clear, effective and in line with current best practice for removal and transport services. Updated versions will apply from the date they are published and will govern how we handle any new complaints received after that date.
If you have any questions about this Complaints Procedure or would like guidance on how to raise a concern, please contact us using our usual contact methods so we can assist you promptly.
