Man with Van Spitalfield Complaints Procedure

Man with Van Spitalfield is committed to providing reliable, careful and professional man and van and removal services. On the rare occasion that something goes wrong, we want to know about it and put it right quickly. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage.

Our Commitment to You

We aim to handle all complaints fairly, consistently and promptly. Every concern will be treated seriously, whether it relates to a small man with a van job or a larger removal service. Our goals are to understand what happened, resolve matters where possible, and learn from feedback to improve our services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the service you have received or expected to receive from Man with Van Spitalfield. This can include issues such as punctuality, conduct of staff, condition of vehicles, handling of goods, damage, loss, communication problems, or billing and charges.

You do not need to use specific wording or formal language. If you tell us you are unhappy and would like us to look into it, we will treat it as a complaint.

How to Make a Complaint

You can raise a complaint using any written form of communication you prefer. Please give us as much detail as possible so we can investigate properly. When you contact us, include:

The date of your removal or man and van job, the pickup and delivery locations, a clear description of what went wrong, any relevant reference details, and what outcome you are seeking, for example an explanation, apology, or review of charges.

Raising your concerns as soon as possible after the job will help us to investigate fully.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will log it in our internal system. We will then send you an acknowledgement confirming that we have received your complaint and are looking into it. Where possible, we will provide the name or role of the person handling your case.

We aim to acknowledge all complaints within a reasonable timeframe. If we need more information from you at this stage, we will explain what is required and why it is needed.

Stage Two: Investigation and Response

A member of our team will investigate your complaint. This may involve reviewing booking details, job notes, photographs, item lists, and speaking with the staff involved in your move or man and van service. We may also contact you to clarify points or request additional information.

After the investigation, we will provide a response setting out our findings. Where we uphold your complaint, we will explain what went wrong and what we will do to put things right. Possible outcomes may include an apology, corrective action, staff training, service changes, or a goodwill gesture where appropriate.

We aim to provide a full written response within a reasonable period. If we need more time due to the complexity of the issue, we will let you know and keep you informed of progress.

Stage Three: Further Review

If you are not satisfied with our response at Stage Two, you can request a further review. Please explain why you remain unhappy and what you believe has not been addressed. A different person, where possible someone not involved in the original handling, will review the matter.

This review may involve reassessing the evidence, checking how the original investigation was conducted, and considering any new information you provide. We will then issue a final response confirming our position and any further steps we can take.

Complaints About Damage or Loss

If your complaint relates to damage to property or loss of items during a removal or man with a van job, please contact us as soon as you become aware of the issue. Where possible, keep any relevant packaging and take clear photographs of the damage or missing items.

We will ask you for details such as item descriptions, approximate values and how the items were packed and loaded. This information helps us to understand what happened and consider appropriate remedies within the terms agreed before the move.

Time Limits for Raising Concerns

It is easier for us to investigate complaints that are raised promptly, while details of the removal or man and van service are still fresh and records are readily available. We therefore encourage you to contact us as soon as possible after the service has taken place.

Where complaints are made after a significant delay, we will still consider them, but our ability to investigate fully may be reduced and this could affect the outcome.

How We Use Complaints to Improve

Every complaint is an opportunity for us to improve how we deliver man with a van and removal services. We regularly review complaints to identify patterns, recurring issues or areas of concern. This can lead to additional staff training, updates to procedures, changes in packing or loading practices, and improvements in customer communication.

We treat your feedback confidentially and use it to reinforce our commitment to safe, careful and efficient moves.

Fair Treatment and Confidentiality

All complaints are handled in a respectful and non-discriminatory manner. Raising a complaint will not affect any ongoing or future bookings with Man with Van Spitalfield. We handle your personal information responsibly and only share details internally where necessary to investigate and resolve your complaint.

Policy Review

This Complaints Procedure is reviewed periodically to ensure it remains clear, effective and appropriate for the range of removal and man and van services we provide. We may update it from time to time to reflect changes in our operations or best practice. The version on this page is the most current.

If you have any questions about this Complaints Procedure or how it applies to your situation, please contact us using your preferred written communication method.