Complaints Procedure for Man with Van Welling

Man with Van Welling is committed to providing reliable, professional removals and man and van services. We recognise that, on occasion, things may not go to plan. This complaints procedure explains how you can raise any concerns with us and how we will respond. Our aim is to resolve issues fairly, efficiently, and in a way that helps us continually improve our service.

Scope of this Complaints Procedure

This procedure applies to all domestic and commercial customers who have used, or attempted to use, our man and van or removal services. It covers concerns about the quality of service, conduct of staff or drivers, schedule or delivery issues, handling of goods, and any aspect of your experience with our company.

Our Commitment to You

When you make a complaint, we will treat you with respect, listen carefully to what you tell us, and handle your information confidentially and sensitively. We will investigate thoroughly, keep you informed of progress, and aim to resolve your complaint as quickly as reasonably possible. We will also use what we learn from complaints to review and, where necessary, improve our processes and training.

Informal Resolution in the First Instance

We encourage you to raise any concerns at the earliest opportunity, as many issues can be resolved quickly and informally. If you are unhappy during a move or collection, please speak to the driver or team leader on site. They will do their best to resolve the matter immediately, such as adjusting how items are handled, clarifying agreed services, or addressing timing concerns where possible.

If the issue cannot be resolved on the day, or if you prefer not to discuss it with the on-site team, you can contact our office to explain the problem. We will listen to your concerns, ask any necessary questions, and, where possible, seek an immediate or same-day solution.

Making a Formal Complaint

If you remain dissatisfied after informal discussions, or if the matter is more serious, you can make a formal complaint. Please provide as much detail as you can, including your full name, the service date, collection and delivery locations, a clear description of the issue, any relevant photographs or evidence, and the outcome you are seeking. Clear information helps us understand what has gone wrong and how best to put it right.

Timescales for Submitting Complaints

We ask that you submit your complaint as soon as reasonably possible after the event, ideally within 14 days of your move or scheduled service. Complaints raised within this timeframe allow us to investigate while details are still fresh and records are readily available. We may not be able to fully investigate complaints made significantly later, but we will always consider the circumstances and do what we reasonably can.

Acknowledgement of Your Complaint

Once we receive your formal complaint, we will send you an acknowledgement. In this acknowledgement we will confirm that we have received your concerns and outline the next steps. We will also provide an estimated timescale for our investigation and response. If we require more information at this stage, we may ask you to clarify certain details or provide additional evidence, such as photographs of any alleged damage.

How We Investigate Complaints

Every complaint is taken seriously and investigated by an appropriate member of our team. The investigation may include reviewing booking details, service notes, and any relevant documentation, speaking to the driver or team involved, reviewing photographs or other evidence you have supplied, and assessing the condition and handling of goods as described. We consider each case individually and aim to form a fair and balanced understanding of what happened.

Our Response and Possible Outcomes

After we have completed our investigation, we will provide you with a clear written response. This will explain our findings, whether your complaint has been upheld in full, in part, or not upheld, and the reasons for our decision. Where we find that something has gone wrong, we will set out any steps we propose to take to put matters right. Depending on the nature of the issue, this may include an apology, corrective action to complete agreed services, or other appropriate remedies in line with our terms and conditions and any applicable insurance cover.

If You Are Not Satisfied with the Outcome

If you disagree with our decision or feel that we have not fully addressed your concerns, you may ask for a review of your complaint. In this case, your complaint and our initial response will be reconsidered by a different person or by a more senior member of the team where available. You may be asked to provide any further information that you feel is relevant. After the review, we will provide a final response setting out our position.

Complaints Involving Damage or Loss

Where your complaint involves alleged damage to or loss of items during a removal or man and van service, it is important that you tell us as soon as possible after you become aware of the issue. You may be asked to provide photographs, proof of value, or other evidence to support your claim. Any consideration of compensation will be handled in accordance with our terms of service and any applicable insurance arrangements. Making a complaint does not guarantee that compensation will be paid, but we will always assess such matters carefully and fairly.

Unreasonable or Abusive Behaviour

We understand that moving can be stressful and that problems with a move can be upsetting. We will always treat you with courtesy, and we expect the same in return. We may limit or end communication where a customer behaves in a threatening, abusive, or persistently unreasonable manner. In such rare cases we will explain any steps we take to protect our staff while still seeking to address legitimate concerns where possible.

Confidentiality and Data Protection

All complaints are handled with respect for your privacy. Information you provide will be used only for the purpose of investigating and resolving your complaint, improving our services, or fulfilling our legal and regulatory obligations. We store complaint records securely and retain them only for as long as is necessary for these purposes.

Continuous Improvement

We regularly review complaints and feedback to identify patterns and areas where our removals and man and van services can be improved. This may include revising procedures, enhancing staff training, adapting our service offerings, or improving communication with customers before, during, and after each move. Your feedback, whether positive or negative, plays an important role in helping us deliver a reliable removal service across our operating areas.

Changes to this Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our services, internal processes, or applicable regulations. The current version will always apply to any new complaint raised. By using our services, you agree that complaints will be handled in accordance with the procedure in force at the time your complaint is made.