Complaints Procedure

Man with Van Pimlico Complaints Procedure

Man with Van Pimlico aims to provide a reliable, professional removals and man and van service for every customer. We recognise that, on occasion, things may not go as planned. When this happens, we are committed to putting matters right quickly, fairly, and transparently. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us throughout the process.

Our Commitment to You

We value all feedback and treat complaints as an opportunity to review and improve our moving and transport services. When you make a complaint, we will:

Listen carefully to your concerns and treat you with respect and courtesy at all times. Acknowledge your complaint promptly and confirm that it is being investigated. Investigate your complaint thoroughly, impartially, and with an open mind. Aim to resolve the matter as quickly as possible, keeping you informed at each stage. Offer a clear explanation of our findings and any actions we will take to put things right. Use the outcome of complaints to improve our working practices, staff training, and quality of service.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the standard of our service, the conduct of our staff or subcontractors, or the way your move or transport booking has been managed. This can include, but is not limited to:

Concerns about punctuality, reliability, or the completion of booked work. Issues with loading, unloading, packing, or handling of your possessions. Allegations of damage to property or loss of items during a move or delivery. Disputes relating to prices quoted, charges applied, or payment arrangements. Concerns regarding staff behaviour, communication, or customer care. Any other matter where you believe we have not met the standard of service you reasonably expected.

How to Make a Complaint

We encourage you to raise any concerns as soon as possible so that we can address them without delay. You can make a complaint verbally or in writing. Where possible, we recommend that you provide full details in writing so that we have a clear record of your concerns and can respond more effectively.

When submitting a complaint, please include:

Your full name and the date of your move or service. A clear description of what went wrong and when it occurred. Any supporting information, such as inventory notes, photographs of damage, or written correspondence. Details of any conversations already held with our team about the issue. What outcome you consider fair and what you would like us to do to resolve the matter.

Timescales and Stages of Our Process

We handle complaints in several stages to ensure a structured and fair approach.

Initial acknowledgement: Once we receive your complaint, we aim to acknowledge it within two working days. This acknowledgement will confirm that we have received your concerns and outline the next steps. Initial review: A member of our team will review the details of your complaint, gather relevant information, and, where appropriate, speak to the staff involved in your move or transport job. We normally aim to complete this review within ten working days of acknowledging your complaint.

Full investigation: If the matter is straightforward, we may be able to provide a full response during the initial review. If your complaint is more complex, involves potential damage or loss, or requires further evidence, we will carry out a more detailed investigation. In these cases, we will inform you of the expected timescale and keep you updated if any delay arises.

Final response: Once our investigation is complete, we will provide you with a clear and reasoned final response. This will set out our findings, explain any decision we have reached, and confirm any actions we will take, such as offering a remedy or improving internal processes.

Possible Outcomes and Remedies

Our goal is always to reach a fair outcome that reflects the circumstances of your complaint and the terms agreed for your removal or man and van service. Depending on our findings, remedies may include:

An apology and explanation, where we recognise that we did not meet our usual standards. Practical steps to complete or correct work that was not carried out as agreed. Consideration of compensation or contribution towards repair or replacement costs, where appropriate and in line with any applicable terms and conditions. Review and improvement of our procedures, staff training, or service standards to help prevent similar issues from arising in the future.

Escalating Your Complaint

If you are unhappy with the outcome of your complaint or the way it has been handled, you may request that your complaint be reviewed again. In your request, please explain why you remain dissatisfied and what further steps you believe would be reasonable. A different member of our management team will conduct a further review where possible, to ensure that your concerns receive a fresh and impartial consideration.

We will let you know if any additional information is required from you for this further review and confirm the timescale in which you can expect a response.

Information, Evidence, and Cooperation

To investigate and resolve your complaint properly, we rely on accurate information and cooperation from all parties. We may ask you for additional details, such as invoices, photographs, proof of value, or other evidence relevant to your concerns. Providing clear and complete information helps us to reach a fair conclusion and to deal with your complaint in a timely manner.

In return, we undertake to review all information you provide carefully and to treat it with respect and confidentiality. We ask that all communication remains courteous and constructive so that we can work together towards a positive outcome.

Confidentiality and Data Protection

Your complaint and any information you provide to us will be handled sensitively. We will only share details internally with those who need to know in order to investigate and respond. Any personal data we process in connection with your complaint will be handled in line with applicable data protection principles. We keep a record of complaints, outcomes, and any improvements made, so that we can monitor and enhance the quality of our removals and man and van services across our service area.

Continuous Improvement

Every complaint is important to us. We regularly review the feedback we receive to identify patterns, training needs, and opportunities to improve our planning, scheduling, packing, handling, and customer communication. By raising your concerns, you help us to refine our service and to maintain high standards for all customers who rely on Man with Van Pimlico for their house moves, flat moves, office relocations, and local transport of goods.

This Complaints Procedure is intended to provide clarity and reassurance about how we deal with any issues that may arise. We encourage you to contact us promptly if you ever feel that our service has not met your expectations, so that we have the opportunity to address your concerns and put things right.