Man with Van Paddington Complaints Procedure

This Complaints Procedure explains how customers of Man with Van Paddington can raise a concern, how we will deal with it, and the standards you can expect from us. It applies to all our services, including man and van moves, household removals, office relocations and related transport or packing services.

Our commitment to resolving complaints

We aim to deliver a reliable, careful and efficient removal service. If something goes wrong, we want to know about it so we can put matters right and improve our service. We treat all complaints seriously, handle them fairly and promptly, and use the outcome to review how we work.

We will always aim to:

Listen carefully to your concerns, keep an open and respectful tone, investigate what happened, respond within clearly stated timescales, explain our findings and any decisions in plain language, and offer appropriate remedies where we are at fault.

What counts as a complaint

A complaint is any expression of dissatisfaction about our service, whether you consider it minor or serious. Examples include concerns about delays or missed appointments, handling of your belongings, staff behaviour or communication, charges and invoices, insurance and claims handling, or the standard of our vehicles and equipment.

You do not have to use specific wording to make a complaint. Telling us that you are unhappy with our service and want us to look into it is enough for this procedure to apply.

How to make a complaint

You can raise a complaint verbally or in writing. We encourage written complaints where possible, as it helps us record and review your concerns accurately. When making a complaint, please include your name, any relevant job or booking reference, the date and location of the service, a clear description of what went wrong, and what outcome you are seeking, where applicable.

If you decide to complain verbally, we may ask to follow up in writing to confirm the details. This is to ensure there is a clear record of the issue and our agreed next steps.

Time limits for making a complaint

It is helpful if you raise your complaint as soon as possible after the problem occurs. For issues involving potential loss or damage, we may ask for supporting information or evidence and for the complaint to be made within a reasonable period after the move so that the facts can be properly investigated.

Stage 1: Initial review and acknowledgement

Once we receive your complaint, we will log it and arrange for an appropriate member of the team to review it. We will acknowledge receipt of your complaint within a reasonable time. In our acknowledgement we will confirm that your complaint has been received, briefly outline our next steps, and give an estimated timescale for a full response.

Where appropriate, we may contact you to clarify details or request any additional information, such as photographs of damage, copies of quotes or invoices, or confirmation of timings and locations.

Stage 2: Investigation and response

We will carry out a fair and thorough investigation. This may include speaking with the staff involved, checking job records and booking notes, reviewing any correspondence or messages, and examining any relevant documentation or evidence provided by you.

When the investigation is complete, we will send you a written response setting out a summary of your complaint, what we have done to investigate the matter, our findings and conclusions, and any proposed resolution or explanation. Where we find that we are at fault, we will explain what went wrong and what we propose to do to put things right, which may include corrective action, a gesture of goodwill, or other appropriate steps in line with our terms and conditions.

Stage 3: Escalation if you remain unhappy

If you are not satisfied with our initial decision, you may ask for your complaint to be reviewed again. Your request should explain why you are unhappy with the outcome or how you believe the complaint was handled unfairly or incompletely.

An escalation review will normally be conducted by a more senior member of the team, or someone not previously involved in the complaint. They will reassess the information, consider any new points you raise, and decide whether the original outcome should be upheld, varied or overturned. We will then provide a further written response outlining our final position.

Confidentiality and data protection

We handle all complaints in confidence and share information only with those who need it to investigate and respond. Any personal data you provide as part of a complaint will be managed in line with our obligations under data protection law and our internal privacy practices.

Fairness and impartiality

We are committed to treating all customers fairly and without discrimination. Your complaint will be reviewed impartially, and we will not allow the fact that you have complained to affect any ongoing or future services we provide to you.

Using complaints to improve our service

We view complaints as an opportunity to identify issues, trends and training needs across our removal and man and van operations. Where appropriate, we may update our procedures, provide additional guidance to staff, or adjust our service standards to prevent similar problems from arising in the future.

Our expectations of customers

We understand that issues with moving and removals can be stressful. We ask that customers raise complaints honestly, clearly and respectfully, provide accurate information, respond to reasonable requests for further details or evidence, and allow us a fair opportunity to investigate and resolve the matter.

Review of this procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, effective and appropriate for our services. We may update it from time to time to reflect operational changes, regulatory developments or improvements in our approach to customer care.