Complaints Procedure

Man with Van Twickenham Complaints Procedure

This Complaints Procedure explains how customers of Man with Van Twickenham can raise concerns about our removal and transport services and how we will respond. Our aim is to resolve any issues fairly, promptly, and transparently while using your feedback to improve our service.

Our Commitment to Customers

We are committed to providing a reliable and professional service for all moves and deliveries. If something goes wrong, we want to know about it so that we can put it right where possible. We treat all complaints seriously, investigate them carefully, and respond in a timely and respectful manner.

What This Procedure Covers

This procedure applies to complaints about our services, including but not limited to:

Service quality and reliability during moves and collections
Conduct or behaviour of drivers, porters or representatives
Timekeeping, missed or delayed appointments
Handling, loading, unloading or transport of items
Charges, quotations, invoicing or payment disputes
Communication before, during or after a removal job

This procedure does not cover general enquiries, booking requests, or requests for quotations, which are handled through our usual customer service channels.

Raising a Complaint

You should raise your complaint as soon as possible after the issue arises. This gives us the best opportunity to understand what happened and resolve matters quickly.

When making a complaint, please provide:

Your full name
The date and approximate time of the job or booking
The pickup and drop-off locations for the service
A clear description of what went wrong
Details of any conversations already held with our team
Photographs or supporting evidence if relevant (for example, images of any alleged damage)

You may raise your complaint in writing or verbally. Written complaints are usually easier for both parties to track and respond to, as they create a clear record of the issues raised.

Stage One: Informal Resolution

In many cases, we can resolve concerns quickly and informally. If you are unhappy during or immediately after a job, please speak to the driver or team leader on site if it is safe and appropriate to do so. Often, misunderstandings can be cleared up on the spot or minor issues corrected straight away.

If the matter cannot be resolved there and then, or if you prefer not to raise it with the team directly, you can contact our office to explain the problem. We will listen to your concerns, ask any relevant questions, and attempt to provide an immediate or same-day resolution where possible.

Stage Two: Formal Complaint

If you are not satisfied with the outcome of the informal stage, or if the issue is more serious, you may submit a formal complaint. When we receive a formal complaint, we will:

Acknowledge receipt of your complaint
Record your complaint in our internal log
Assign it to an appropriate person for review

We will aim to provide a full written response within a reasonable time frame. If the matter is complex or requires further investigation, we will let you know that we need more time and will keep you updated on progress.

How We Investigate Complaints

Our investigation may involve some or all of the following steps:

Reviewing booking details, quotations and service notes
Speaking to the driver, porters or any staff involved
Reviewing photographs or other evidence provided by you
Checking GPS logs, time records or job sheets where relevant
Assessing whether our terms and conditions were followed

We will consider all information fairly and objectively. Our goal is to understand what happened, whether our service fell below the expected standard, and what we can do to put things right.

Possible Outcomes

After investigating your complaint, we may:

Provide an explanation or clarification
Offer an apology where we have fallen short
Take corrective or preventative action internally
Offer a goodwill gesture where appropriate
Confirm where we cannot uphold the complaint and explain why

Any resolution will take into account our terms and conditions, the nature of the issue, the evidence available, and what is reasonable in the circumstances.

Escalation of Complaints

If you are not satisfied with the outcome of the formal complaint, you may request that the decision is reviewed. In this case, your complaint will, where possible, be considered by a different person who was not directly involved in the original investigation.

During an escalation review, we will re-examine the evidence available, consider any additional information you provide, and check that our original investigation was fair and thorough. We will then issue a final written response setting out our position.

Time Limits for Complaints

We encourage customers to raise any concerns as soon as possible. For issues involving possible loss or damage to items, you should notify us within a reasonable period after the service so that we can investigate while details are still clear and evidence is available.

Complaints raised after a long delay may be more difficult to investigate fully, and this may affect the outcome. However, we will still consider all complaints and explain what we are able to do based on the information provided.

Using Feedback to Improve Our Service

Every complaint, whether upheld or not, is recorded and reviewed. We use this information to identify patterns, improve staff training, refine our processes, and raise overall service standards across our local removal and delivery work.

By sharing your concerns with us, you help us to improve the experience for all customers of Man with Van Twickenham.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be used only for the purposes of investigating and resolving your complaint, improving our services, and meeting any legal or regulatory obligations. We will store your information securely and in line with our data protection practices.

Review of This Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair, and effective for customers using our man and van and removal services. Updated versions will apply to all new complaints from the date of publication.

If you have any questions about this procedure itself, you may contact us and request clarification. We will be happy to explain how it applies to your particular circumstances.