Complaints Procedure

Complaints Procedure for Walthamstow Man and Van Removals

Walthamstow Man and Van is committed to providing reliable, professional removal and man and van services. We understand that, despite our best efforts, things can occasionally go wrong. This complaints procedure explains how you can raise any concerns with us, how we will handle your complaint, and what you can expect from us at each stage.

Our Commitment to You

We aim to resolve all complaints fairly, promptly and transparently. We treat every complaint as an opportunity to improve our services and strengthen trust with our customers. We will:

Listen carefully to your concerns, record the details accurately, investigate thoroughly and respond within clear timeframes, explain our findings in plain, straightforward language, and where appropriate, offer a fair remedy or solution.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our removal or man and van services, whether justified or not. This can include issues such as:

Delays in collection or delivery of your items, damage or loss of property during loading, transit or unloading, conduct, attitude or behaviour of our staff or contractors, accuracy of information given before or during your move, the quality or condition of vehicles or moving equipment, or concerns about charges, quotations, or invoicing.

If you are unsure whether your concern counts as a complaint, please raise it with us anyway. We would rather hear from you so we can address any problems early.

How to Make a Complaint

You can make a complaint using any of the following methods:

Speak to the team on the day of your move: If possible, raise any issues immediately with the driver or move team leader. Many concerns can be resolved straight away on site.

Contact our office: If the matter cannot be resolved on the day, or if you only become aware of an issue after the move, you can contact our office to start the formal complaints process.

Written complaints: For more complex issues, or if your complaint involves damage, loss or financial loss, we may ask you to provide your complaint in writing so that we have a clear and detailed record.

When making a complaint, please provide your full name and contact details, the date of your move or booking, a clear description of what happened, and any relevant evidence such as photos of damage, inventory lists, or written notes.

Time Limits for Complaints

To help us investigate thoroughly, we ask that you raise any complaint as soon as possible. Complaints about damage or loss of property should normally be raised within a reasonable time after your move is completed, especially where insurance or compensation claims may be involved. If you contact us later than this, we will still do our best to help, but the options available may be more limited.

How We Will Handle Your Complaint

We aim to deal with complaints in a clear, structured way.

Stage 1: Acknowledgement
We will acknowledge your complaint as soon as reasonably practical. Where possible, we will confirm who is handling your complaint and the expected timescale for a full response.

Stage 2: Investigation
We will review your account of events and gather any additional information necessary, such as driver logs, booking records, photos, and statements from the move team. We may contact you for further details or clarification.

Stage 3: Outcome and Response
Once the investigation is complete, we will provide you with a written or verbal response setting out what we have found, whether your complaint is upheld in full, in part, or not upheld, and the reasons for our decision. If the complaint is upheld, we will explain any steps we will take, which may include an apology and explanation, practical steps to put things right where possible, and, where appropriate, discussion of any compensation options in line with our terms and conditions.

Timescales for Responses

We aim to resolve complaints as quickly as possible. Straightforward issues may be resolved within a few working days. More complex matters, particularly those involving alleged damage, large moves, or multiple parties, may take longer to investigate. If we cannot provide a full response within our initial timescale, we will let you know and keep you updated on progress until the investigation is complete.

Providing Evidence and Access

To help us resolve your complaint fairly, we may ask you to provide supporting evidence, such as photographs of any damage, proof of value for items where compensation is requested, or access to goods or premises to inspect any alleged damage. Cooperation with these requests enables us to deal with your complaint more accurately and efficiently.

Appeals and Further Review

If you are not satisfied with the outcome of your complaint, you can ask for a further review. Another member of our management team will re-examine the case, including your original complaint, our investigation notes, and the outcome previously provided. They will then issue a final response. While we cannot guarantee that our decision will change, we are committed to ensuring that every complaint is handled fairly and impartially.

Using Feedback to Improve Our Services

We regularly review complaints and feedback to identify patterns and areas where we can improve our removal and man and van services. This may include additional staff training, improvements in communication, updates to procedures, better packing and handling practices, or changes to how we plan and schedule moves.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is only shared with those who need it to investigate and resolve your complaint, or where we are legally required to do so. We will handle your personal data in line with applicable data protection laws and our internal policies.

Accessibility and Support

We want our complaints procedure to be accessible to all customers. If you need assistance to make a complaint or to understand our responses, please let us know. We will make reasonable adjustments where possible to ensure that you can raise your concerns and receive information in a way that works for you.

Continuous Commitment

By setting out this clear complaints procedure, Walthamstow Man and Van aims to give you confidence that your concerns will be taken seriously and addressed professionally. Your feedback is essential in helping us maintain and improve the quality of our moving services.