Complaints Procedure

Complaints Procedure for Man With a Van Covent Garden

Man With a Van Covent Garden is committed to providing reliable, professional removal and transport services to all customers. We understand that, on occasion, things may not go as planned. When this happens, we want to hear from you so that we can put matters right and improve our services for the future. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we will work with you to achieve a fair resolution.

Our Commitment to You

We aim to handle all complaints promptly, fairly and consistently. Every complaint is treated seriously, whether it relates to house moves, flat relocations, office removals, packing assistance, or general man and van services. Our goals are to understand what went wrong, to resolve any problems as quickly as possible, and to learn from your experience to reduce the risk of similar issues arising again.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you would like a response or resolution. This may include issues such as delays on the moving day, handling of your belongings, conduct of team members, charges you do not understand, or any aspect of the service you feel did not meet the standards you expected from a professional removal company.

If something is wrong, we encourage you to tell us. Raising an issue will not affect the level of service you receive from us on the day or in the future.

How to Make a Complaint

You can raise a complaint verbally or in writing. We recommend setting out your concerns in writing wherever possible, as this helps us to understand the details clearly and to respond thoroughly. When contacting us, please provide the following information:

The date of your move or booking, your full name, a description of what went wrong, the impact the issue has had on you, and the outcome you would like to see. If the complaint concerns loss or damage, please describe the items involved and, if relevant, when you became aware of the problem.

We ask that you raise your complaint as soon as reasonably possible. If your complaint relates to damage to items or property during a removal, please inform us as soon as you notice the issue so that we can investigate promptly and, where applicable, review any supporting evidence.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will record it in our internal system. We will then acknowledge your complaint and confirm that it is being reviewed. At this stage we may contact you for additional information or clarification if anything is unclear or if we need more detail to investigate effectively.

Our aim is to acknowledge all complaints within a reasonable timeframe and to begin investigating without unnecessary delay. Most straightforward concerns can be dealt with through this initial stage.

Stage Two: Investigation and Response

We will conduct a fair and proportionate investigation into your complaint. This may include speaking with the removal team who attended your job, reviewing booking records, vehicle logs, job sheets and any notes taken during your move. We may also ask you to provide any photographs, receipts, or other documentation that could help us understand what happened.

Once the investigation is complete, we will provide you with a written response explaining our findings. Where we agree that something has gone wrong, we will explain what we can do to put matters right. This may include an apology, clarification of information, corrective action, or, where appropriate and in line with our terms and any applicable insurance, an offer of compensation or contribution towards costs.

If we do not uphold your complaint, we will explain the reasons for our decision and the information we relied upon when reaching that conclusion.

Stage Three: Escalation if You Remain Unhappy

If you feel that your complaint has not been resolved to your satisfaction at Stage Two, you may ask for it to be reviewed at a higher level within our business. When requesting an escalation, please set out why you remain dissatisfied and what outcome you are seeking.

A senior member of our team who was not directly involved in the original investigation will review your complaint, the previous response, and any new information you wish to provide. We will then issue a final position on your complaint. This will conclude our internal complaints procedure.

Timescales for Handling Complaints

We aim to deal with complaints as quickly as possible. Timeframes may vary depending on the complexity of the issues raised and how much information we need to gather. Our general approach is to acknowledge complaints promptly, carry out an initial review and investigation within a reasonable period, and keep you updated if more time is required. Where delays are unavoidable, we will let you know the reason and give you an indication of when you can expect a full response.

Claims for Loss or Damage

In the removal sector, complaints sometimes involve loss or damage to goods or property. All such matters are handled in line with our terms and conditions and any relevant insurance arrangements. It is your responsibility to make sure that valuable or fragile items are identified in advance and, where required, appropriately packed or covered.

If your complaint relates to damage, you may be asked to provide photographs, proof of purchase, repair estimates, or other documents to support your claim. Providing these promptly will help us to assess the situation and respond in a fair and timely manner.

Learning From Complaints

We value feedback and use information gathered from complaints to improve our services. This may include additional training for our drivers and removal teams, reviewing our scheduling and booking processes, updating risk assessments for property access, or refining how we communicate with customers before and on the day of the move.

By reviewing trends and recurring issues, we work to ensure that our man and van services remain efficient, careful, and responsive to the needs of customers planning moves in and around the area we serve.

Your Responsibilities as a Customer

To help us resolve complaints fairly, we ask that you provide accurate information, respond to our requests for clarification, and treat our staff with courtesy. We expect all communication to be respectful. In return, our team will always aim to respond in a polite, professional and constructive manner.

Updates to This Complaints Procedure

This complaints procedure may be updated from time to time to reflect changes in our services, internal processes, or legal and regulatory requirements. The version published here replaces any previous versions and sets out the process we currently follow when dealing with concerns about our removal and man and van services.

If you have any questions about this complaints procedure or would like help understanding how it applies to your situation, please contact us before or after making your complaint so that we can guide you through the process.