Man with Van Poplar Complaints Procedure

This complaints procedure explains how customers of Man with Van Poplar can raise concerns about our removal and delivery services, and how those concerns will be handled. Our aim is to deal with every complaint promptly, fairly, and consistently, and to use all feedback to improve our service.

Our commitment to resolving complaints

We understand that moving items, whether for home or business, is important and time sensitive. On occasion, things may not go as planned. When this happens, we want to know about it so that we can put things right where possible and stop similar issues from happening again.

We are committed to:

Listening carefully to your concerns.

Treating you with respect and courtesy at all times.

Investigating the facts of your complaint thoroughly.

Responding within reasonable and clear timescales.

Providing an explanation and, where appropriate, a suitable remedy.

Using complaints to improve our removal and man and van services.

What you can complain about

You can raise a complaint about any aspect of our service, including but not limited to:

Collection and delivery times not being met.

Conduct, attitude, or behaviour of our drivers or removal staff.

Damage to property or items during loading, unloading, or transit.

Loss or missing items related to a move.

Errors in booking details or scheduling of your removal service.

Quality of communication before, during, or after your move.

Inaccurate information about pricing or services provided.

If you are unsure whether your concern counts as a complaint, you are still encouraged to raise it so that we can clarify and assist you.

How to make a complaint

To help us resolve your complaint effectively, please contact us as soon as possible after the issue arises. When making a complaint, include as much relevant detail as you can, such as:

Your full name.

The date of your booking and the date the service took place.

The collection and delivery locations.

A clear description of what went wrong.

Details of any loss, damage, or additional costs you have experienced.

Any supporting information such as photographs, receipts, or reference numbers.

You may submit your complaint verbally or in writing. Written complaints often help to avoid misunderstandings and allow us to keep an accurate record of what has been reported.

What happens after you complain

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

1. Acknowledgement: We will acknowledge that we have received your complaint within a reasonable time frame. Where possible, we will let you know who is handling your case.

2. Initial review: We will review the details you have provided, including any photographs or documents. If we need more information, we may contact you to clarify certain points.

3. Investigation: We will gather information from the driver or removal team involved and review any internal records related to your booking, such as job notes or schedules.

4. Response: After the investigation, we will provide a clear response. This may include an explanation of what happened, whether we uphold your complaint in full or in part, and any next steps we propose.

5. Resolution: Where appropriate, we will offer a remedy. This may depend on the nature of the issue, the terms agreed at the time of booking, and any applicable limitations or exclusions.

Timeframes for dealing with complaints

We aim to resolve most complaints as quickly as possible. Straightforward issues may be addressed within a few working days. More complex matters, especially those involving damage or loss, may require additional time while we obtain statements and supporting information.

If we need more time to investigate, we will keep you informed of our progress and provide an estimated timescale for a final response.

If you are not satisfied with the outcome

If you feel that your complaint has not been handled fairly or that important information has been overlooked, you may ask for your case to be reviewed again. When requesting a review, explain why you remain dissatisfied and include any additional details that you believe are relevant.

We will then arrange for your complaint and the previous response to be reconsidered. A further explanation or a revised decision will be provided where appropriate.

Damage, loss and insurance considerations

Complaints involving damage to property or loss of items may be subject to specific terms agreed at the time of booking, including any declared value, packing responsibilities, and access conditions at collection and delivery addresses.

In order to assess such complaints, we may request:

Photographs of the damage.

Proof of purchase or ownership.

Details of the condition of items before the move.

Information about packaging, dismantling, and reassembly.

Any resolution offered will take into account these factors and any applicable limits or exclusions relating to our service.

Customer responsibilities

To help us handle your complaint efficiently, we ask that you:

Provide accurate and complete information about the issue.

Respond promptly to our requests for further details.

Treat our staff with courtesy and respect during all communications.

Retain any relevant documentation such as quotes, confirmations, and receipts.

Report issues as soon as reasonably possible after they arise.

Using complaints to improve our services

Every complaint is logged and reviewed to identify patterns or recurring problems. This helps us improve our removals and man and van services, including our handling procedures, staff training, and customer communication.

Where complaints highlight areas for improvement, we may update our internal processes, guidance for drivers, or our booking information to reduce the likelihood of similar issues happening in future.

Review of this complaints procedure

This complaints procedure is reviewed regularly to ensure it remains clear, fair, and effective for customers using our removal and transport services. We may update the procedure from time to time. Any changes will apply to future complaints and will not affect your statutory rights.

If you have any questions about how to complain, or if you need assistance in setting out your concerns, you may contact us and we will explain the process in more detail.