Man with Van Pimlico Complaints Procedure

Man with Van Pimlico is committed to providing a professional and reliable removals and man and van service. We aim to complete every move safely, efficiently and with care. If you feel that we have not met your expectations, we want to know so that we can put things right and improve our service for the future.

This complaints procedure explains how you can raise a concern, how we will handle your complaint, and the timeframes you can expect. It applies to all customers using our moving, packing, transport or related services.

Our Commitment to You

We treat all complaints seriously, whether they relate to customer service, punctuality, conduct of staff, handling of goods, charges, or any other aspect of your move. Our aims are to:

Respond promptly to every complaint received.
Investigate matters thoroughly and fairly.
Keep you informed throughout the process.
Provide a clear explanation and, where appropriate, a suitable remedy.
Use feedback to improve our operations and staff training.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services where you would like a response or resolution. This can include, but is not limited to:

Concerns about how your belongings were handled or protected.
Disputes about arrival times, delays or missed collections and deliveries.
Issues with communication or conduct of our team.
Queries about charges, quotes or changes to your booking.
Problems arising during or after house, flat or office moves.

You do not need to use any special form of words. If you tell us you are unhappy and want us to respond, we will treat this as a complaint.

Step 1: Raise the Issue Informally

We encourage you to raise any concern as soon as possible, ideally on the day of your move or as soon as you become aware of the issue. Often, problems can be resolved quickly at this stage.

If the move is in progress, please speak to the team leader or driver on site. They may be able to correct the problem immediately, clarify any misunderstanding or contact the office for guidance.

If the move has already taken place, you can contact our office to explain what went wrong. Please provide your full name, the date of your booking, the collection and delivery addresses, and a clear description of your concern.

Step 2: Making a Formal Complaint

If you are not satisfied with the informal response, or if your concern is more serious, you can make a formal complaint. To help us investigate effectively, please set out:

Your full name and any booking reference you have.
The date of your move and the services booked.
A clear description of what happened and why you are dissatisfied.
Details of any loss or damage to items, including photographs where possible.
What outcome you are seeking, for example an explanation, apology, correction of an error, or consideration of compensation.

We recommend submitting your complaint in writing so that there is a clear record of the details.

Time Limits for Raising a Complaint

To allow us to investigate properly, please raise your complaint as soon as possible and within the following timeframes:

Service issues not involving damage: within 14 days of the date of your move.
Loss or damage to goods: as soon as possible and no later than 7 days after completion of the move.

Complaints received outside these time limits may be more difficult to investigate fully, particularly where evidence or recollection is affected by the passing of time. However, we will always review any concerns raised and explain what we are able to do.

How We Will Handle Your Complaint

Once we receive your formal complaint, we will acknowledge it within 5 working days. The acknowledgement will confirm that we have received your complaint and that an investigation is underway.

An appropriate member of our management team will review your concerns. This may include:

Checking booking records, job sheets and schedules.
Speaking to the driver and team involved.
Reviewing any photographs or supporting evidence you have provided.
Considering relevant terms and conditions that applied to your booking.

We aim to provide a full written response within 15 working days of acknowledging your complaint. If, for any reason, the investigation will take longer, we will let you know and provide an updated timescale.

Our Response and Possible Outcomes

When the investigation is complete, we will explain our findings and any actions we will take. Possible outcomes may include:

A written explanation of what happened and why.
A formal apology where we are at fault.
Practical steps to remedy the issue where possible.
Consideration of goodwill gestures, partial refunds or contributions towards repair or replacement, in line with our terms and conditions and any applicable insurance.

Where we feel that we have acted reasonably and in line with our obligations, we will explain our reasons clearly, referencing the information we have relied on.

Escalating Your Complaint

If you remain unhappy after receiving our formal response, you may ask for a further review. In this case, a different senior member of our team will re-examine your complaint, the evidence and the initial decision.

Following this review, we will issue a final position statement. This will restate our understanding of your complaint, summarise the steps taken, and confirm whether our original decision is upheld or varied.

Claims for Loss or Damage

If your complaint involves loss or damage to your belongings, we may ask for additional information such as photographs, proof of value or repair estimates. Our liability for loss or damage is governed by our terms and conditions and any optional cover agreed at the time of booking.

We will always assess such claims sympathetically and fairly, taking account of the nature of the items, how they were packed, and the circumstances of the move.

Using Feedback to Improve Our Service

Every complaint, whether upheld or not, is recorded and reviewed. We use this information to identify patterns, improve our training, refine our procedures, and enhance the overall quality of our removals and man and van services.

By following this complaints procedure, we aim to resolve issues fairly and efficiently, while maintaining the high standards that customers expect when choosing Man with Van Pimlico for their move.