Complaints Procedure for Man With a Van Paddington

Man With a Van Paddington is committed to providing reliable, professional moving and removal services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern with us, how we will respond, and what you can expect at each stage.

Our Commitment to Handling Complaints

We treat all complaints seriously, whether they relate to local moves, packing and loading, storage arrangements, or any other removal service we offer. Every complaint is handled in a fair, confidential and timely manner. We will always aim to resolve issues informally where possible, but we also provide a clear formal process if you are not satisfied or if the matter is more serious.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, billing, communication, or the way we have carried out your move, where you would like a response or resolution. This can include, for example:

Concerns about the handling or protection of your belongings, issues with punctuality or reliability of our vans and drivers, problems with the standard of customer service you received before, during or after your move, disputes about charges, quotations or payments, and dissatisfaction with how a previous issue or enquiry was dealt with.

If you are unsure whether your concern counts as a complaint, please raise it with us anyway. We will let you know how we can best address it.

Stage 1: Informal Resolution

In many cases, problems can be resolved quickly and informally. As soon as you notice an issue, please bring it to the attention of the team member you are dealing with, such as the driver, porter or coordinator responsible for your move. Explain clearly what has gone wrong and what outcome you are seeking. We will try to resolve the matter on the spot or as soon as reasonably possible.

If the issue arises during a move, raising it at the time often gives us the best opportunity to correct it, for example by adjusting how items are loaded, clarifying access arrangements, or checking paperwork and inventories. If an informal solution is not possible, or you remain unhappy, you can move to the formal complaint stage.

Stage 2: Making a Formal Complaint

If you are not satisfied with the response at Stage 1, or the matter is too serious for informal resolution, you may submit a formal complaint. Please provide your complaint in writing so that we have a clear record of your concerns. When setting out your complaint, include the following information:

Your full name and any booking reference connected with your removal service, the date or dates of the move or service involved, a detailed description of what happened and why you are dissatisfied, details of any damage, loss, delays or additional costs you believe have arisen, and the outcome you are seeking, such as an explanation, apology, corrective action or compensation.

Once we receive your written complaint, we will send a written acknowledgement within a reasonable timeframe to confirm that we are looking into the matter and to let you know the next steps.

Investigation of Your Complaint

Your complaint will be reviewed by a person with appropriate authority who was not directly involved in the original issue, wherever possible. The investigation may include reviewing documentation such as quotes, inventories and move schedules, speaking to the team members involved in your move, checking any photographs or notes taken on the day, and assessing our own procedures and risk assessments where relevant.

We aim to complete investigations promptly and to keep you informed if, for any reason, we expect delays. In more complex cases, additional time may be needed to gather all relevant information. Our goal is to provide a full, fair and balanced understanding of what occurred and what we can do about it.

Our Response and Possible Outcomes

Following the investigation, we will provide you with a clear written response. This will usually include a summary of your complaint, an explanation of what we have found, and any evidence or factors we considered in reaching our conclusions. Where your complaint is upheld in full or in part, we will set out any steps we propose to take. These may include an apology, corrective actions for future moves, practical steps to address any ongoing issues, and where appropriate, consideration of compensation or contribution to costs.

If we do not uphold your complaint, we will explain the reasons for this. Even where we do not agree with every aspect of a complaint, we may still identify service improvements to reduce the chance of similar issues arising in future.

Stage 3: Escalation and Review

If you remain dissatisfied after receiving our formal response, you may request an internal review. When asking for a review, explain why you are unhappy with the outcome or how your complaint was handled. A different manager or senior representative will re-examine the complaint, the investigation and the response provided at Stage 2. They may contact you to clarify points or obtain additional information if needed.

After the review, you will receive a final written outcome. This is intended to be our final position on the matter. We will also confirm that our internal complaints process has been completed.

Timescales and Communication

We aim to acknowledge formal complaints promptly and to provide a full response within a reasonable and proportionate timescale, depending on the complexity of the issues raised. If more time is required to investigate, we will let you know and keep you updated on progress. We usually communicate in writing so there is a clear record for both you and us. Where helpful, we may also discuss matters with you verbally to ensure we fully understand your concerns.

Recording and Using Complaint Information

All complaints are recorded, including informal concerns where a customer has expressed dissatisfaction. This helps us monitor patterns, identify areas where our moving and van services could be improved, and provide additional training or guidance to staff where needed. We handle complaint records in line with our obligations regarding confidentiality and data protection.

Accessibility and Support

We want our Complaints Procedure to be accessible to all customers using our removal and man and van services. If you need help setting out your complaint or require information in a different format, please let us know and we will do our best to assist. You are welcome to ask a representative, family member or other trusted person to raise a complaint on your behalf, provided we can verify that you consent to this.

Continuous Improvement

We see complaints as an important source of feedback. By telling us when something has gone wrong, you help us improve how we plan and carry out moves, how we protect belongings, how we communicate with customers, and how we manage bookings and scheduling. Man With a Van Paddington is committed to learning from every complaint and using that learning to provide a more efficient, careful and dependable service for all customers in our service area.