Man with Van Waddon Complaints Procedure
Man with Van Waddon aims to provide a reliable, careful and efficient removal service for every customer. We recognise that, on occasion, things may not go as planned. 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.
Purpose of This Complaints Procedure
The purpose of this procedure is to give customers a clear and fair route to express dissatisfaction with any aspect of our services. This can include issues relating to bookings, punctuality, conduct of staff, handling of belongings, damage, delays, communication, or any other matter connected to your move.
We are committed to treating every complaint seriously, investigating it thoroughly, and using the outcome to improve our services for future customers.
Who Can Make a Complaint
Any customer who has used Man with Van Waddon for a removal, man and van, or related transport service may make a complaint. Complaints can be made by the person who booked the service or by an authorised representative, such as a family member or business contact who arranged the move on your behalf.
How to Raise a Complaint
You can raise a complaint in writing or by speaking with a member of our team. To help us understand and resolve the issue quickly, please provide the following information where possible:
Your full name, the date of your move, the collection and delivery locations, a clear description of what went wrong and when it occurred, the names of any staff involved if known, and any supporting details such as photographs or an inventory of affected items. The more information you provide at the outset, the more effectively we can investigate.
We encourage customers to raise concerns as soon as possible after the service has taken place. Prompt notification gives us the best chance of understanding events clearly and agreeing a fair resolution.
Initial Response and Acknowledgement
Once you have submitted a complaint, we will acknowledge it within a reasonable time frame. In most cases, this will be within three working days. Our acknowledgement will confirm that we have received your complaint and will explain the next steps in the process.
If we require further information at this stage, we may contact you to clarify details or request additional evidence, such as photographs of damage or copies of any relevant documents.
Investigation Process
Your complaint will be reviewed by a responsible person within Man with Van Waddon who was not directly responsible for the issue wherever possible. The investigation may include:
Reviewing your booking details and service records, speaking to the driver or removal staff involved, checking any written notes or job reports, examining photographs, and comparing what happened with our standard procedures and service commitments.
We may contact you during the investigation if we need further clarification or if we wish to discuss possible options for resolving the issue.
Timescales for Resolution
We aim to provide a full response to your complaint within 14 working days from the date of acknowledgement. If the matter is complex, or if we are waiting on information from third parties, the investigation may take longer.
Where we anticipate a delay, we will keep you informed, explain the reasons, and provide an updated timeframe for when you can expect a final response.
Outcome and Our Response
After the investigation is complete, we will send you a clear and detailed response. This will explain:
What we have understood your complaint to be, what we have found during our investigation, whether we uphold or do not uphold your complaint, the reasons for our decision, and any steps we will take to put things right where appropriate.
Depending on the circumstances, outcomes may include an explanation or apology, corrective action to address service issues, measures to prevent similar problems in future, or where appropriate and within our terms, consideration of a goodwill gesture.
Damage and Loss Concerns
If your complaint relates to damage or loss of items during a move, it is important that you notify us as soon as possible after the service. Where feasible, please provide photographs of the items, details of the damage, and any proof of value. We will consider this information as part of our investigation.
Our liability will be assessed in line with our terms and conditions, which set out the basis on which we provide removal and man and van services. We encourage customers to review these terms when booking.
If You Remain Dissatisfied
If you are not satisfied with the outcome of your complaint, you may request that we review the decision. In doing so, please explain which aspects of the response you disagree with and provide any further information that you believe should be considered.
A further review will be undertaken by a suitably senior person who was not involved in the original decision, where possible. We will then provide you with a final response.
Our Commitment to Fairness and Improvement
Man with Van Waddon is committed to handling complaints fairly, respectfully and without discrimination. Raising a complaint will not affect any ongoing or future services you may receive from us. We use feedback and complaint outcomes to monitor our performance, train staff, and improve the quality and reliability of our removal services.
We appreciate the time customers take to tell us when something has gone wrong. Your comments help us ensure that our moving and transport services remain responsive, professional and focused on customer needs across our service area.
Confidentiality and Data Protection
All complaints are handled in confidence. Information you provide will be used only for the purpose of investigating and resolving your complaint, and for improving our services. We will retain records of complaints for an appropriate period in line with our legal and business requirements.
By following this complaints procedure, Man with Van Waddon aims to give every customer a clear, structured and fair way to have their concerns heard and resolved.
