Complaints Procedure

Man with Van Dalston Complaints Procedure

This Complaints Procedure explains how customers can raise concerns about the services provided by Man with Van Dalston and how those concerns will be handled. It applies to all removal and man and van services we provide, including home moves, office moves, single-item transport and related loading, unloading and packing assistance.

Our Commitment to Resolving Complaints

Man with Van Dalston is committed to providing a reliable, careful and professional moving service. If something goes wrong, we want to know so that we can put it right wherever possible and improve our standards for future customers. We treat all complaints seriously, investigate them fairly and aim to resolve them promptly.

What This Procedure Covers

This procedure covers complaints about any aspect of our service, including but not limited to:

Service quality, punctuality and conduct of staff during collections, moves and deliveries.

Handling of goods, including packing, loading, unloading and transport.

Charges, quotations, invoicing and clarity of pricing for moving services.

Communication before, during or after your move, including booking and scheduling issues.

Any other concern directly related to the services you have received from us.

Raising an Informal Complaint

In many cases, concerns can be resolved quickly and informally. If you are dissatisfied during or immediately after your move, please raise the issue with the driver or team leader on site. They will do their best to address minor issues straightaway, for example by adjusting how items are handled, clarifying timings or explaining any additional work that may affect the final cost.

If your concern cannot be resolved on site, or if you prefer not to speak to the team at the time, you can raise a formal complaint using the steps below.

How to Make a Formal Complaint

If you wish to make a formal complaint about our removal services, please contact us in writing. Written complaints help us keep a clear record of the issue and ensure that we understand your concerns accurately.

When submitting your complaint, please include the following information where possible:

Your full name and the address where the service was provided.

The date of your move and any reference details you were given at the time of booking.

A clear description of what happened, including times and locations where relevant.

Details of any damage, loss or other issues you wish to report.

What outcome you are seeking, such as an explanation, apology, corrective action or review of charges.

Any supporting information you feel is relevant, for example photographs of damage, copies of quotes or invoices.

Time Limits for Making a Complaint

We recommend that complaints are made as soon as possible after the event so that we can investigate thoroughly. For issues involving damage or loss of items during a move, please notify us in writing as soon as you discover the problem. Where your concern relates to charges or invoices, please raise it within a reasonable time after receiving the bill so that we can review the matter promptly.

How We Will Handle Your Complaint

Once we receive your formal complaint, we will follow these stages:

Acknowledgement. We will acknowledge receipt of your complaint and confirm that it is being reviewed. Where necessary, we may ask you for additional information to help us understand the issue fully.

Investigation. We will review the details of your complaint. This may include speaking to the driver and moving team involved, checking any booking records, inventories or job notes, and assessing photographs or other evidence you provide.

Assessment. We will consider whether the service we provided met our standards and the terms we agreed with you. This includes reviewing how items were handled, whether agreed timescales were followed and whether charges applied were in line with our quotation and any additional services requested.

Outcome. After completing our investigation, we will provide you with a written response setting out our findings, any explanation or apology where appropriate, and any steps we propose to take to resolve the complaint.

Response Times

We aim to provide an initial response to written complaints within a reasonable period of receiving them. The time needed to provide a full response may vary depending on the complexity of the complaint, the availability of staff to be interviewed and whether site visits or further checks are required. Where we need more time, we will let you know and keep you updated on progress.

Possible Outcomes

Depending on the nature of your complaint and the findings of our investigation, we may offer one or more of the following:

An explanation of what happened and why.

An apology where our service has fallen below our expected standards.

Corrective action, such as reviewing internal procedures, retraining staff or adjusting how we carry out future moves.

Where appropriate, consideration of a goodwill gesture or other remedy in line with our terms and any applicable policies.

Any remedy offered will be based on the specific circumstances of your complaint and the evidence available.

Further Review of Your Complaint

If you are not satisfied with the outcome of your complaint, you may request that we review the decision. When asking for a review, please explain why you disagree with our response and provide any new information that you feel has not been considered. We will then reassess the complaint and provide a further written reply.

Using This Procedure

This Complaints Procedure is intended to provide a clear and fair route for customers to raise concerns about our man and van and removal services. It does not affect any legal rights you may have. We encourage you to use this process so that we can address problems constructively and continue to improve the service we offer to customers moving home, relocating offices or transporting items in our operating areas.

Review of This Procedure

Man with Van Dalston reviews this Complaints Procedure periodically to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our services, internal processes or applicable requirements. The version published on our legal and policy pages will be the most current version.