Complaints Procedure for Man and a Van Paddington
Man and a Van Paddington is committed to providing a reliable, professional removal service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Our Commitment to You
We aim to deliver a smooth and stress free moving experience for every customer. When something goes wrong, we want to know about it so we can put matters right and learn from the issue. We are committed to treating every complaint fairly, consistently and in a timely manner.
We will always aim to:
Listen carefully to your concerns, confirm our understanding of the problem, investigate the circumstances thoroughly, respond with clear explanations, and offer appropriate solutions where we are at fault.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our removal or man and van services, whether justified or not, which requires a response from us. This may include issues such as delays or missed time slots, damage to property or belongings, conduct or behaviour of team members, quality of packing or loading, accuracy of information or pricing provided before the move, or any other concern about the service you have received.
How to Make a Complaint
You can raise a complaint through our usual contact channels. Please give us as much detail as possible so we can investigate efficiently. Where you can, include the date of your move, your full name and the collection and delivery addresses, a clear description of what went wrong, when the issue occurred, the names of any staff involved if known, and any relevant reference numbers or booking details.
If your complaint involves damage or loss, you should describe the item, the nature of the damage or loss, and the approximate value of the item. If you have photographs or other evidence, please keep these safe in case we need them during our investigation.
Time Limits for Making a Complaint
To help us investigate effectively, we ask that you raise any complaint as soon as possible after the event. For issues relating to damage to belongings or property, we ask that you notify us promptly after the move, or as soon as the damage is discovered. Complaints raised long after the service has taken place may be more difficult to investigate fully, but we will still consider them and respond wherever reasonable.
Our Complaints Handling Stages
We handle complaints in a clear and structured way to ensure fairness and consistency.
Stage One: Initial Response
Once we receive your complaint, we will record it and arrange for an appropriate member of our team to review it. We aim to acknowledge your complaint within a reasonable period and will let you know that we are looking into it. At this stage, we may contact you to clarify details or request further information, particularly if the matter concerns damage, timing issues or team conduct.
Stage Two: Investigation and Outcome
We will then investigate your complaint by reviewing our booking records, any communication relating to your move, notes from the team who carried out the work, and any evidence you have provided. Once our investigation is complete, we will provide you with a clear response, explaining what we have found, whether we accept or partially accept your complaint, or if we do not agree that we are at fault, what steps we propose to take to resolve the matter, and, where appropriate, whether any compensation, goodwill gesture or remedial service is being offered.
We aim to issue a full response within a reasonable time frame, depending on the complexity of the complaint. If we need more time, we will let you know and explain why.
Stage Three: Further Review
If you are not satisfied with the outcome at Stage Two, you may request a further review. Another senior member of our team will look again at the complaint, the investigation and the decision reached. They may contact you for more information or clarification. Following this review, we will provide a final response explaining our decision and the reasons for it.
Potential Resolutions
Where we agree that we are at fault, we will consider what is fair and reasonable in the circumstances. Depending on the nature of the complaint, this may include an apology and explanation of what went wrong, corrective action such as a follow up visit where practical, a partial or full refund of relevant charges where justified, or a goodwill gesture in recognition of inconvenience caused.
All outcomes are assessed on a case by case basis, taking into account the terms agreed for your removal service, the extent of any loss or inconvenience, and any contribution to the issue from factors outside our control.
Your Responsibilities
To help us resolve complaints fairly, we ask that you provide accurate information about what has happened, cooperate with reasonable requests for further details or evidence, and allow us a fair opportunity to investigate and respond before taking further action. We also expect all communication to remain respectful. We will not tolerate abusive, threatening or discriminatory language directed at our team members.
Using This Procedure for All Service Areas
This complaints procedure applies to all customers using Man and a Van Paddington services, including local moves, longer distance removals, student moves, small business relocations and man and van hire for single items. Whether you are moving a few items or a full property, we will apply the same standards when handling your complaint.
Reviewing and Improving Our Service
We regularly review complaints to identify recurring issues and opportunities to improve our removal services. This may include additional staff training, updating our procedures, improving communication with customers before and during a move, or adjusting how we assess and manage specific risks. Your feedback, including complaints, helps us make our service more reliable and efficient for future customers.
Closing a Complaint
A complaint will be considered closed when we have issued our final response and either you have accepted the outcome, or we have not heard from you within a reasonable period following our final response. If you contact us again about the same issue with new information, we will review whether it should be reopened or treated as a new complaint.
Man and a Van Paddington aims to resolve issues fairly and constructively. We encourage you to use this complaints procedure if you are unhappy with any aspect of our service, so that we have the opportunity to put things right.
