Complaints Procedure

Complaints Procedure for Man With a Van Pimlico

Man With a Van Pimlico is committed to providing a reliable and professional removal service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise any concerns about our services, and how we will manage, investigate, and respond to your complaint in a fair and timely way.

1. Purpose of this Complaints Procedure

The purpose of this procedure is to ensure that any dissatisfaction with our man and van or removal services is dealt with consistently and transparently. We aim to:

Listen to your concerns and treat them seriously.

Resolve issues quickly where possible.

Investigate complaints thoroughly and impartially.

Use feedback to improve our moving and transport services.

2. What Is a Complaint

A complaint is any expression of dissatisfaction about our removal services, our staff, our vehicles, or the way we have carried out an agreed job, whether the issue is minor or significant. This may include:

Concerns about how your belongings were handled, loaded, transported, or unloaded.

Disputes about timings, attendance, or punctuality on the day of the move.

Issues relating to charges, invoices, or clarity of pricing.

Concerns about the conduct, attitude, or behaviour of our movers or drivers.

Any situation where you feel we have not delivered the level of service you reasonably expected.

3. Who Can Make a Complaint

This complaints procedure is available to all customers who have used Man With a Van Pimlico for removals, collections, deliveries, or related services. A complaint can be made by the person who booked the service or by another person authorised to act on their behalf.

4. How to Raise a Complaint

We encourage you to raise any concerns as soon as possible so that we have the opportunity to put things right promptly. You can make a complaint in writing, providing as much detail as possible about the service and the issues you experienced. When submitting your complaint, please include the following information where available:

Your full name and the name on the booking.

The date of your move or service.

The pick up and drop off locations.

A clear description of what went wrong and when it happened.

Details of any damage, loss, delay, or conduct that is of concern.

Any supporting information, such as photographs or copies of documents.

5. Time Limits for Making a Complaint

We recommend that complaints are raised within 14 days of the date of the service. This allows us to access accurate information and recollections from our team, and to investigate the matter effectively. While we will always consider complaints made after this period, our ability to fully review older cases may be limited.

6. Our Complaints Handling Stages

We aim to deal with complaints in two main stages, designed to ensure both speed and fairness.

Stage 1: Initial Review and Response

Once your complaint is received, it will be logged and assigned to a member of the management team. We will then:

Acknowledge your complaint and note the key points you have raised.

Review the booking details, job notes, and any available records from the removal team.

Consider any evidence provided by you, such as photographs or descriptions of damage.

Where necessary, speak with the staff members involved.

We aim to provide an initial written response within 10 working days of receiving your complaint. This response will set out our understanding of the issue, any findings we can share at that stage, and any immediate steps we propose to take.

Stage 2: Further Investigation or Escalation

If you are not satisfied with the initial response, you may ask for the complaint to be reviewed further. At this stage:

A more senior member of the team will review the case, including the original complaint, the initial findings, and any additional information you provide.

We may request further details or clarification from you or from our staff.

We aim to complete this further review and provide a final written response within 20 working days of your escalation request.

Our final response will outline our conclusions, any apology where appropriate, and any remedies or actions we will take.

7. Possible Outcomes and Remedies

Depending on the nature and findings of the complaint, possible outcomes may include:

An explanation or clarification of what happened and why.

An apology where we recognise that our service did not meet expected standards.

Practical steps to correct an error where possible.

A gesture of goodwill, where appropriate and at our discretion.

A review of our processes, staff training, or working practices to prevent a similar issue from arising again in future removal jobs.

8. Our Commitments When Handling Complaints

Man With a Van Pimlico is committed to handling all complaints professionally. We will:

Treat you with respect at all times.

Handle your complaint confidentially and only share information where necessary to investigate and respond.

Avoid unnecessary delay and keep you informed of progress where an investigation takes longer than expected.

Consider all complaints without discrimination or bias.

9. Data Protection and Confidentiality

Any personal information you provide as part of a complaint will be used only for the purpose of investigating and responding to your concerns, and for monitoring and improving our services. We will store complaint records securely and retain them only for as long as necessary, in line with our data protection obligations.

10. Continuous Improvement

We value feedback from our customers and use information from complaints to review and improve how we deliver our removal and man and van services. Trends, recurring issues, and lessons learned are considered in our staff training and operational planning, to help ensure that future customers receive a higher standard of service.

11. Policy Review

This complaints procedure is reviewed regularly to ensure it remains clear, fair, and effective. We reserve the right to update the procedure from time to time, and any changes will apply to complaints raised after the updated procedure has been published.

If you have any concerns about the service you have received from Man With a Van Pimlico, please use this procedure to tell us. We welcome the opportunity to resolve issues and to make our moving services better for all customers.