Complaints Procedure
Man with Van Wapping Complaints Procedure
This complaints procedure explains how customers of Man with Van Wapping can raise concerns about our removal and man and van services, and how those concerns will be handled. Our aim is to deal with all complaints fairly, promptly and consistently so that any problems are resolved and standards continue to improve.
Our Commitment to Handling Complaints
Man with Van Wapping is committed to providing reliable and professional transport, loading and removal support. Occasionally, things may go wrong. When this happens, we want to know so that we can put matters right where possible and reduce the chance of a similar issue happening again.
All complaints are treated seriously, whether they relate to punctuality, conduct of staff, care of goods, communication, charges, or any other aspect of our service in the areas we cover.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, where a response is explicitly or implicitly expected. This may include, for example:
Concerns about how your items were handled or transported.
Disputes over a quotation, final price, or additional charges.
Issues with delays, cancellations, or missed appointments.
Concerns about the attitude, behaviour, or professionalism of our team.
Problems with communication before, during, or after your move.
Raising a Complaint
You should raise your complaint as soon as possible after the issue arises so that it can be investigated effectively. When you contact us, please provide as much detail as you can, including:
Your full name and the address where the service was carried out.
The date and approximate time of the job.
A clear description of what went wrong and how it has affected you.
Details of any conversations you have already had with our team about the issue.
What outcome or resolution you are seeking, if you have a preferred solution.
Complaints may be made verbally or in writing. If you make a verbal complaint, we may ask you to confirm it in writing so that we have a clear record and can respond fully.
Timescales for Making a Complaint
We encourage you to contact us within 7 days of the service being provided for general service concerns, and within 48 hours for any issues relating to damage or loss of items. The sooner we are informed, the easier it is to gather accurate information from everyone involved and review any relevant records.
How We Will Respond
Once we receive your complaint, the following steps will normally be taken:
1. Acknowledgement: We will acknowledge receipt of your complaint as soon as reasonably possible. Where appropriate, we will also confirm the main points of your complaint so that we understand your concerns clearly.
2. Initial Review: Your complaint will be reviewed by a person with appropriate seniority who was not directly responsible for the issue you have raised, wherever possible. They may contact you to obtain further information or clarification.
3. Investigation: We may speak to team members involved in your move, check job records, review any images or notes taken on the day, and consider any other relevant evidence. We aim to be objective and fair to both you and our staff.
4. Response and Outcome: After the investigation is complete, we will provide you with a written or verbal response, explaining our findings and any actions we propose to take. If we do not agree with some or all of your complaint, we will explain why.
Expected Timeframe for Resolution
We aim to provide a full response to most complaints within 10 working days of receiving all necessary information. If, for any reason, we need longer, we will inform you, explain why there is a delay, and provide an updated timescale for our response.
Possible Outcomes and Remedies
Where a complaint is upheld, we will consider what action is appropriate in the circumstances. Depending on the nature of the issue, this may include:
Offering an apology and explanation.
Taking corrective action to complete or rectify the service where reasonable.
Reviewing or adjusting charges where we consider it fair to do so.
Implementing staff training or changes to working practices.
Clarifying or updating our communication and booking processes.
In some cases, compensation may be considered in line with our terms and conditions and any applicable limitations of liability. Any such arrangements will be assessed on a case by case basis.
Escalating Your Complaint
If you are not satisfied with the outcome of your initial complaint, you may request that it is reviewed again. When doing so, please set out why you remain unhappy, and what you believe has not been addressed. A further review will then be undertaken, where possible by someone not involved in the first decision.
After this internal review, we will issue a final position on the complaint. We will always aim to resolve issues directly with you in a reasonable and constructive way.
Unreasonable or Abusive Behaviour
We understand that moving can be stressful and that complaints may be made at a difficult time. Our team will act professionally and respectfully throughout the process and we ask that customers do the same. Where behaviour is abusive, threatening or repeatedly vexatious, we may limit or restrict communication while still dealing with the substantive points of the complaint where reasonable.
Using Complaints to Improve Our Service
Every complaint received by Man with Van Wapping is reviewed not only to resolve the immediate issue, but also to consider whether changes should be made to our procedures, staff training, or general approach to home and office moves in our service areas. This helps us maintain and improve the quality of our man and van and removal services for all customers.
Record Keeping and Data Protection
We keep a record of complaints, the investigation carried out, and the outcome reached. These records help us monitor performance and identify areas for improvement. All personal information connected to complaints is stored and processed in line with our data protection obligations and kept only for as long as necessary for the purposes of handling the complaint and meeting legal requirements.
Review of this Complaints Procedure
This complaints procedure is reviewed periodically to ensure that it remains clear, fair and effective for customers using our removal and man and van services. We may update the procedure from time to time to reflect changes in our operations, feedback from customers, or legal and regulatory developments.
