Complaints Procedure for Man and Van Docklands

Man and Van Docklands is committed to providing a reliable and professional removals and man and van service. We aim to complete every move, collection and delivery to a high standard. However, we recognise that there may be occasions when our service does not meet your expectations. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

1. Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear, fair and transparent way to tell us when something has gone wrong. It applies to all services supplied by Man and Van Docklands, including local moves, long-distance removals, furniture transport, same day man and van bookings, and related packing or loading services.

We use all feedback, including complaints, to review and improve how we plan jobs, protect your belongings, communicate with customers and complete moves safely and efficiently.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction about our service, whether it is about the conduct of our staff or drivers, the standard of our removals work, the condition of goods on arrival, punctuality, invoicing, or how we handled an earlier enquiry or issue.

We treat all complaints seriously, whether they are raised during a move, immediately after completion, or some time later. We will always try to resolve concerns at the earliest possible stage.

3. How to Raise a Complaint

You can raise a complaint by contacting us in writing or verbally. Written complaints are preferred where possible, as they help us keep a clear record of the issue and the details of your move. When submitting a complaint, please provide the following information so that we can investigate efficiently:

The date of your move or service, the collection and delivery locations, your full name, and any reference or booking details you have. Please describe what went wrong, who was involved if known, what impact it had on you or your goods, and what outcome you are seeking, such as an explanation, apology or review of charges.

If your complaint relates to damage or loss, please explain which items were affected, the nature of the damage, and, where possible, supply photographs and any supporting documentation you consider relevant.

4. When to Raise a Complaint

We encourage customers to raise concerns as soon as possible. Where a complaint relates to damage, shortage, or an issue that is visible on the day of the move, you should tell the team on site if you can, and then follow up in writing at the earliest opportunity.

Reporting issues promptly helps us gather accurate information from our removals staff, check vehicle logs and job records, and offer a quicker resolution.

5. Our Complaints Handling Stages

Stage One: Acknowledgement

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In this acknowledgement we will confirm that we have received your complaint, give you a reference where available, and outline the next steps in the process.

Stage Two: Investigation

Your complaint will be reviewed by an appropriate member of our team who was not directly responsible for the issue wherever possible. We may contact you for more information or clarification. During the investigation we may speak to the staff involved, review job notes and photographs, and consider any relevant terms of service and insurance conditions that apply to your move.

Stage Three: Response and Outcome

After the investigation we will send you a response explaining our findings and any action we propose to take. This might include an apology, an explanation of what went wrong, steps we will take to prevent a similar issue in future, or, where appropriate and in line with our terms, a gesture of goodwill or compensation offer.

We aim to respond as swiftly as is reasonably possible, but the time required will depend on the complexity of the issue and how quickly we are able to obtain all relevant information.

6. If You Are Not Satisfied with the Outcome

If you are dissatisfied with our response, you may ask for your complaint to be reviewed. When requesting a review, please set out the reasons you do not agree with our findings or the proposed resolution, and provide any additional information that you feel we may not have considered.

We will review your complaint again and provide a further written response explaining our final position. At this point we will confirm whether any further internal steps are available.

7. Our Expectations of Customers

We understand that moving home, office or individual items can be stressful, and that problems can be upsetting. We will always treat you with respect and courtesy and ask that you treat our staff in the same way. We will not tolerate abusive, threatening or discriminatory language or behaviour towards our team, whether in person, over the phone or in writing.

Where communication becomes unreasonable or abusive, we may limit contact to a specific method or person or, in extreme cases, cease communication other than as required to meet our legal obligations.

8. Use of Information and Confidentiality

All complaints are handled in confidence and your personal information is used solely for the purpose of investigating and resolving your complaint and improving our removals and man and van services. We keep records of complaints in line with our data protection obligations and retention practices.

9. Continuous Improvement

Man and Van Docklands uses complaints and customer feedback to identify trends, training needs and opportunities to improve how we plan routes, handle goods, protect property and communicate with customers before, during and after moves. By following this procedure, you help us refine our removal services and maintain a reliable standard for households and businesses who depend on our transport and moving solutions.

This Complaints Procedure does not affect your statutory rights. It is intended to provide a clear and straightforward route for resolving issues directly with Man and Van Docklands whenever you feel our service has fallen short of the standard you expect.