Complaints Procedure for Man with Van Wormwood Scrubs

This complaints procedure explains how customers of Man with Van Wormwood Scrubs can raise concerns about our man and van and removal services, and how we respond. We are committed to handling all complaints fairly, promptly, and professionally, with the aim of putting things right and improving our services for future customers.

Our Commitment to You

We aim to provide a reliable, careful and efficient moving service for homes, flats, offices and small businesses. If something goes wrong, we want to know about it. We will treat every complaint seriously, listen to your experience, and look for a practical and fair outcome. We also use feedback to review our working practices, staff training and overall customer service.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether the removal or man with a van job has already taken place or is still in progress. This may include issues such as missed or delayed bookings, conduct or attitude of staff, damage to property or possessions, handling of your belongings, problems with packing, loading or unloading, issues with charges, invoices or payment, and communication or customer care concerns before, during or after your move.

If you are unsure whether your concern is a complaint, please raise it with us anyway so that we can review it and decide how best to respond.

How to Make a Complaint

You can make a complaint verbally or in writing. We encourage you to provide as much detail as possible so that we can investigate thoroughly. When submitting a complaint, please include your full name, the service address and moving destination, the date of the job or booking, a clear description of what went wrong, any relevant reference numbers or paperwork, and details of any immediate action requested, such as repairs or further contact.

You may raise a concern directly with the driver or team on the day of the move where this is safe and appropriate. If the problem is not resolved to your satisfaction at the time, or you prefer not to raise it on the day, you can submit a complaint afterwards. Written complaints are often helpful, as they create a clear record of what happened and when.

Time Limits for Complaints

We ask that complaints are raised as soon as reasonably possible after the event. This helps us gather accurate information from staff and any third parties, and review any relevant records. For issues involving possible damage to property or goods, we strongly recommend that you contact us within a short time of discovering the issue so that we can assess the situation.

How We Will Handle Your Complaint

Once we receive your complaint, we will log it and begin an initial review. We aim to acknowledge complaints promptly. We will then carry out a fair and impartial investigation, which may involve discussing the matter with the removal team or driver, reviewing any job notes or other records, and, where relevant, considering any photographs or evidence you provide.

We will then provide you with a response setting out our understanding of the issue, the findings of our investigation, and any action we propose to take. Where we have made a mistake or fallen short of our standards, we will look at appropriate remedies, which may include explanations, apologies, practical steps to put things right where possible, and measures to avoid similar issues in future.

Timescales for Response

Our aim is to resolve most complaints as quickly as possible. Straightforward issues may be resolved within a few working days. More complex matters, for example where several people need to be consulted or further information is required, may take longer. If we need extra time, we will let you know and keep you updated on progress until the complaint is concluded.

If You Are Not Satisfied with the Outcome

If, after receiving our response, you feel that your complaint has not been handled properly or that the outcome is not fair, you may ask for a further review. When requesting a review, please clearly explain why you are not satisfied and what outcome you are seeking. We will assign the review to someone who was not directly involved in the original handling of the complaint, where possible. They will reassess the information and provide a final response.

Complaints Relating to Damage or Loss

Where your complaint relates to alleged damage or loss of items during a move, we may ask for additional information such as photographs of damage, proof of value, or any relevant receipts. This helps us assess the situation fairly. Our responsibility for loss or damage will always be considered in line with the terms and conditions agreed at the time of booking and any applicable limitations or exclusions that were explained to you.

We will always endeavour to treat such matters sympathetically and to look for a reasonable and practical resolution, while also ensuring that our staff are treated fairly and that all the circumstances are considered.

Using Complaints to Improve Our Service

Every complaint is recorded and reviewed so we can identify patterns and areas for improvement in our man and van and removal services. This may result in additional staff training, adjustments to procedures for packing, loading and unloading, improvements to scheduling and route planning, and clearer communication about what customers can expect before, during and after a booking.

By following this complaints procedure, Man with Van Wormwood Scrubs aims to provide a transparent and reliable process for handling concerns and resolving issues in a way that is fair to all parties and supports the continued improvement of our moving services.