Complaints Procedure for Man and Van Paddington Customers

Man and Van Paddington is committed to providing a reliable, professional removal service. However, we recognise that problems can occasionally arise. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect throughout the process.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for dealing with any dissatisfaction relating to our services, including home moves, office moves, packing, loading, transport, and unloading. It is designed to ensure that your complaint is taken seriously, handled promptly, and used to improve our services where needed.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether reasonable or not, where you are seeking a response or resolution. This can include, for example:

Issues with punctuality or reliability of our drivers or moving teams.

Concerns about the handling, packing, loading, or unloading of your belongings.

Damage, loss, or missing items linked to a removal or delivery.

Disagreements about quotes, charges, or how your final bill has been calculated.

Concerns about the behaviour, attitude, or conduct of our staff or contractors.

Problems with communication, including booking confirmations, timing, or changes to your removal arrangements.

How to Make a Complaint

You can make a complaint using any written method. We recommend putting your complaint in writing so that we have a clear record of your concerns and can respond in a structured way.

When submitting a complaint, please include the following information where possible:

Your full name and preferred method of contact.

The date and location of the removal or man and van service.

Your booking reference or any other identifying details you have been given.

A clear description of what went wrong, including relevant dates and times.

Names or descriptions of any staff or drivers involved, if known.

Details of any damage, loss, or additional costs you have experienced.

What outcome or resolution you would consider fair.

Providing as much detail as possible helps us investigate your complaint thoroughly and efficiently.

Timescales for Raising a Complaint

We encourage you to raise any concerns as soon as possible after the service has taken place. In cases of damage or loss, it is helpful if you contact us promptly so we can gather accurate information and, where necessary, request supporting evidence such as photographs or inventories.

How We Will Acknowledge Your Complaint

Once we receive your complaint in writing, we will acknowledge it within a reasonable time frame. Our acknowledgement will confirm that your complaint has been logged, outline the next steps, and provide an estimated timescale for our investigation and response.

How We Investigate Complaints

Your complaint will be reviewed by an appropriate member of our team who was not directly responsible for the issue you have raised, wherever possible. Our investigation may include:

Reviewing your booking details, job sheets, and any written notes from the move.

Speaking with the driver, movers, or coordinators involved.

Examining any photographs, inventories, or other evidence you provide.

Comparing what happened with our internal policies and service standards.

We aim to conduct our investigation in a fair, objective, and respectful manner.

Our Response and Possible Outcomes

After we have investigated your complaint, we will provide you with a written response. This response will normally include:

A summary of the issues you raised.

An explanation of the findings of our investigation.

Any steps we have already taken or will take to address your concerns.

Details of any offer of remedy, where appropriate.

Depending on the nature of the complaint, possible outcomes may include:

An apology and explanation.

A review or adjustment of charges, where justified.

Practical steps to put things right where this is reasonably possible.

Changes to our processes, staff training, or service arrangements to prevent similar issues in future.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint or believe that it has not been handled fairly, you can request that it is reviewed at a higher level within our organisation. When asking for an escalation, please explain why you are dissatisfied with the initial response and what you would like us to reconsider.

The escalated review will focus on whether the original investigation was thorough and reasonable, and whether the outcome was fair in all the circumstances.

Claims for Loss or Damage

Where your complaint relates to alleged loss of or damage to your belongings, we may ask you to provide additional information, such as:

Photographs clearly showing the damage.

Evidence of the condition of items prior to the move, if available.

Proof of purchase or approximate value of damaged or missing items.

We will consider such claims in line with the terms and conditions agreed at the time of booking, including any applicable limitations or exclusions.

Your Responsibilities When Making a Complaint

To help us deal with your complaint efficiently, we ask that you:

Provide accurate and complete information relating to the issue.

Respond promptly to any reasonable requests for further details or evidence.

Treat our staff with courtesy and respect during all communications.

We reserve the right to cease correspondence where a complaint becomes unreasonable, abusive, or clearly vexatious. In such rare cases, we will explain our decision in writing.

Confidentiality and Data Protection

All complaints are handled in confidence. Information will only be shared internally with those who need it to investigate and respond to your concerns. Any personal data you provide will be processed in accordance with our legal obligations and our internal data handling practices.

Continuous Improvement

We review the complaints we receive on a regular basis to identify patterns, recurring issues, or opportunities to improve our removal and man and van services. Your feedback, whether positive or negative, is an important part of maintaining and raising our standards.

Updates to This Procedure

Man and Van Paddington may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements, or best practice. The version published on our website will always be the current version.

If you have any concerns about a recent or upcoming move, we encourage you to raise them with us at the earliest opportunity so that we can work with you to find a fair and practical resolution.