Complaints Procedure for Man with Van Canary Wharf

Man with Van Canary Wharf aims to provide a reliable and professional removal service for customers moving homes, offices, and individual items. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise concerns, how we will respond, and the standards you can expect from us when we investigate and resolve complaints.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for customers who wish to complain about any aspect of our services. This includes, but is not limited to, collection and delivery arrangements, packing and loading, handling of property, punctuality, staff conduct, and communication throughout your move.

We use all feedback, including complaints, to improve our services and to help ensure that our removal operations remain safe, efficient, and customer focused.

What Counts as a Complaint

You may make a complaint if you are dissatisfied with any element of the service you have received from Man with Van Canary Wharf. Typical areas include:

Delays or missed time slots for collection or delivery. Damage to items or property during the move. Disagreement over charges or additional costs. Behaviour or attitude of drivers or team members. Inaccurate information given before or during the job. Any situation where you feel we have not met the standards that were promised.

If you are unsure whether your concern is a complaint, you are still encouraged to raise it so that we can clarify and address it promptly.

Making an Informal Complaint

Where possible, we encourage customers to raise concerns at the time the issue arises. Speaking to the driver or team leader on the day of the move often allows minor problems to be resolved quickly. If the issue cannot be resolved on site, or if you remain unhappy with the outcome, you may proceed to make a formal complaint.

How to Make a Formal Complaint

To help us investigate thoroughly and respond accurately, please provide the following information when making a formal complaint:

Your full name and the address where the service was provided. The date and approximate time of the move or booking. A clear description of what went wrong and when it happened. Details of any conversations already held with our team about the issue. Any supporting information, such as photographs of damage or copies of documents.

Written complaints are generally the most effective, as they allow us to log the details accurately and ensure nothing is missed during our review.

Time Limits for Submitting a Complaint

You should notify us of any concerns as soon as reasonably possible after the service has been provided. For issues involving alleged damage or loss, we ask that you submit your complaint as soon as the issue is discovered, ideally within a short period following your move. Prompt notification helps us investigate while details are still recent and relevant.

How We Handle Your Complaint

Once we receive your complaint, we will follow these steps:

Acknowledge your complaint and record it in our internal system. Review the details of your booking, including notes taken by the driver or removal team. Where relevant, speak with any staff involved in your move to obtain their account. Assess any physical or photographic evidence supplied by you. Consider whether our service matched the terms agreed at the time of booking and whether our team followed our internal procedures.

We aim to respond with our findings and proposed resolution within a reasonable timeframe. If we require more time due to the complexity of the issue, we will let you know and keep you informed of progress.

Possible Outcomes and Resolutions

After investigating your complaint, we will explain our conclusion and any steps we propose to take. Depending on the circumstances, possible outcomes may include:

An explanation or clarification where there has been a misunderstanding. An apology where service has fallen below the standard expected. Practical steps to remedy the problem, where reasonably possible. A gesture of goodwill, where appropriate. A decision that no further action is justified, with reasons provided.

Any offer of compensation or other remedy will be based on the specific facts of the case and the terms and conditions that applied to your booking.

Your Responsibilities When Making a Complaint

We ask that customers provide accurate and complete information when making a complaint and cooperate with any reasonable requests for further details. You should retain any relevant documentation, such as booking confirmations and inventory notes, and keep any damaged items for inspection where practical. Treating our staff with respect during the complaints process helps ensure that discussions remain constructive and focused on resolving the issue.

Escalating a Complaint

If you are not satisfied with the outcome of your initial complaint, you may ask for the matter to be reviewed again. At this stage, the complaint will be reassessed by a more senior member of our team who was not directly involved in the original decision. They will review all the information available and provide a final response.

Where appropriate, we may also signpost you to any relevant external guidance on consumer rights, so that you are aware of any further options that may be available to you under general consumer law.

Continuous Improvement

Man with Van Canary Wharf is committed to learning from complaints. We regularly review the issues raised by customers to identify patterns and areas where we can develop better practices, staff training, or communication. By using your feedback in this way, we aim to continually improve the quality and reliability of our local removal services.

Policy Review

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair, and in line with our legal obligations and business practices. We may update this page from time to time, and any changes will apply to complaints received after the updated procedure is published.

If you have concerns about any part of our removals or man and van services, please use this procedure to let us know so that we can address the matter promptly and professionally.