Complaints Procedure for Man with Van Woodford Green

Man with Van Woodford Green is committed to providing a reliable, professional, and considerate removal service. We recognise that on occasion things may not go as planned, and we welcome feedback and complaints as an opportunity to put matters right and improve our services. This Complaints Procedure explains how you can raise a concern and how we will handle it.

Purpose and Scope of This Procedure

This procedure applies to all customers who use our man and van and removal services. It covers complaints about the standard of service, conduct of our staff or drivers, handling of belongings, punctuality, communication, and any other aspect of your experience with us.

This procedure does not replace your statutory rights as a consumer. You may still pursue other remedies where applicable under consumer law.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, about the service you have received from Man with Van Woodford Green, where you expect a response or resolution. Examples include:

Service not delivered as agreed or expected

Damage or loss to items during loading, transportation, or unloading

Delays or missed time slots without reasonable explanation

Unprofessional behaviour, rudeness, or misconduct by staff

Concerns about charges, billing, or how a quote was applied

How to Make a Complaint

You can make a complaint using any of the following methods:

In writing, providing full details of what happened

Verbally to a member of our team, who will record your concern

Through any established communication channel you used for your booking

To help us investigate effectively, please provide the following where possible:

Your full name and contact details

Date and time of your booking and the service address

A clear description of what went wrong

Names of any staff you dealt with, if known

Photos or other supporting evidence relating to your complaint, especially for damage claims

Time Limits for Raising a Complaint

We encourage you to raise any concerns as soon as possible. For issues involving alleged damage or loss of items, we ask that you notify us as soon as reasonably practical after the service, so we can investigate while details are still fresh and evidence can be obtained.

Our Complaints Handling Stages

We aim to handle all complaints promptly, fairly, and consistently. Our process usually involves the following stages.

Stage 1: Initial Acknowledgement

Once we receive your complaint, we will acknowledge it within a reasonable time. If the matter can be resolved quickly, we may provide an immediate response with an explanation or proposed solution.

Stage 2: Investigation

If your complaint requires further investigation, it will be passed to an appropriate member of the management team. They may:

Review booking details, job notes, and any tracking information

Speak to the driver or team members involved

Request additional information or evidence from you if required

Assess any reported damage or loss, including reviewing photos

We aim to complete this investigation within a reasonable period, depending on the complexity of the issues raised.

Stage 3: Response and Outcome

Once the investigation is complete, we will contact you with our findings and any proposed resolution. This may include:

An explanation or clarification about what happened

An apology where we are at fault

Practical steps to put things right where possible

Consideration of goodwill gestures or partial refunds where appropriate

Advice on next steps if you remain dissatisfied

Damage, Loss, and Liability Concerns

If your complaint relates to damage or loss of belongings, we will carefully review all the facts. You may be asked to provide photos, proof of value, or other relevant information. Our responsibility will be considered in line with the terms and conditions agreed at the time of booking and any applicable limitations outlined therein.

It is important that any damage or loss is reported as soon as you become aware of it. Delayed reports may make it harder to investigate and may affect the options available to resolve the issue.

Escalating Your Complaint

If you are not satisfied with our response at the conclusion of the investigation, you may request that your complaint be reviewed again. In that case, a more senior member of the team will reassess the matter, including our initial findings and any new information you wish to provide.

After this review, our decision will usually be final within our internal process. We will clearly explain our reasoning and what this means for any further action.

Fairness and Confidentiality

All complaints are handled in a fair and non-discriminatory way. Raising a complaint will not affect your ability to use our removal services in the future. We treat all information provided in connection with a complaint as confidential and will use it only for the purposes of investigating and resolving the issue, except where we are required to disclose information by law.

Using This Procedure

This Complaints Procedure is intended to give customers of Man with Van Woodford Green a clear route to raise concerns about our man and van and home removal services. We encourage you to use it whenever you feel we have fallen short of expectations. Your feedback helps us maintain and improve the quality of moving services we provide in our service area.