Complaints Procedure

Complaints Procedure for Man with Van Millwall

Man with Van Millwall is committed to providing a reliable and professional moving and removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can resolve the issue promptly and improve our service. This complaints procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this complaints procedure is to provide a clear, fair and accessible process for customers who wish to raise a concern about any aspect of our services. This may include issues relating to bookings, collection or delivery, handling of belongings, conduct of staff, timing, charges, or any other part of the moving process.

We aim to:

Listen carefully to every complaint and treat it with respect and seriousness.

Investigate issues thoroughly and objectively.

Respond within reasonable timescales.

Offer fair resolutions where a complaint is upheld.

Who Can Make a Complaint

Any customer who has used, or has attempted to use, Man with Van Millwall services may make a complaint. Complaints can also be raised on behalf of a customer, as long as the person raising the concern has the customer’s permission to do so.

How to Make a Complaint

You can make a complaint in writing, through our online channels, or verbally. Written complaints are preferred, as they allow us to keep a clear record of the details and reduce the risk of misunderstanding. When raising a complaint, please provide as much information as possible, including:

Your full name and the name the booking was made under.

The date and approximate time of your move or the service in question.

The collection and delivery locations used for the service.

A clear description of what went wrong and what outcome you are seeking.

Any supporting information, such as photographs of damage, job references, or written notes.

Time Limits for Making a Complaint

We encourage customers to raise complaints as soon as possible so that we can investigate while events are still recent. As a general guideline:

Complaints about service quality, timekeeping or staff conduct should ideally be raised within 14 days of the service taking place.

Complaints about loss or damage to items should ideally be raised within 7 days of the move or delivery.

Complaints raised outside these timeframes will still be considered, but delays may limit the evidence available and may affect the outcome.

Our Complaints Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. Where you have contacted us in writing, we will usually confirm receipt using the same communication method. In our acknowledgement, we will confirm that your complaint has been logged and provide an outline of the next steps.

Stage 2: Investigation

Your complaint will be reviewed by an appropriate member of the team who was not directly involved in the matter wherever possible. During the investigation, we may:

Review booking records, job sheets and driver notes.

Speak with team members who were present during the move.

Review any photographs, videos or other evidence provided.

Ask you for additional information or clarification where necessary.

We aim to complete this investigation within a reasonable timescale, taking into account the complexity of the complaint. If more time is needed, we will inform you and explain why.

Stage 3: Outcome and Response

Once the investigation is completed, we will provide you with a response setting out:

A summary of the complaint.

The findings of our investigation.

Whether the complaint has been upheld in full, partly, or not upheld.

Any proposed resolution or remedy.

Resolutions may include an explanation, an apology, corrective action for future services, or other appropriate remedies where applicable and proportionate. Any offers of compensation or refunds will be considered on a case-by-case basis, taking into account the circumstances and any applicable terms and conditions agreed at the time of booking.

If You Are Not Satisfied with the Outcome

If you are not satisfied with our response, you may request that your complaint is reviewed again. In doing so, please explain why you remain unhappy and include any further information that you believe has not been considered. A more senior member of the team, who was not involved in the initial investigation wherever possible, will review the complaint, our handling of it, and the decision reached.

Following this further review, we will send you a final response setting out our position. This will conclude our internal complaints procedure.

Fairness and Confidentiality

All complaints are handled with fairness, courtesy and respect. We do not treat any customer less favourably for raising a concern. We also expect customers to act respectfully toward our staff during the complaints process.

Information relating to your complaint will be kept confidential and will only be shared with those who need it to investigate and resolve the matter. We will retain records of complaints and outcomes for an appropriate period in line with our internal policies and applicable legal requirements.

Using Complaints to Improve Our Service

Man with Van Millwall views feedback and complaints as an important source of learning. By carefully reviewing the issues raised, we can improve how we plan moves, protect belongings, manage timings and communicate with customers. We may use anonymised information from complaints to update staff training, refine procedures and strengthen our overall service for people using our moving and removal solutions.

Availability of this Complaints Procedure

This complaints procedure is available to all customers and prospective customers who use or are considering using our services. If you require this information in a different format, or need assistance in raising a complaint, please let us know and we will do our best to support you.

We appreciate the opportunity to address your concerns and to continue improving the service delivered by Man with Van Millwall.