Complaints Procedure

Complaints Procedure for Man With a Van Wapping

Man With a Van Wapping is committed to providing a professional and reliable removal service for households and businesses. We recognise that, on occasion, things may not go as planned. This Complaints Procedure sets out how you can raise a concern about our services, how we will respond, and the steps we take to achieve a fair and timely resolution.

Purpose of this Complaints Procedure

The purpose of this Complaints Procedure is to give all customers a clear and transparent route for raising issues about any aspect of our work, including the booking process, conduct of staff, timings, handling of belongings, or any part of a removal or delivery. Our aim is to:

Provide a simple and accessible way for you to tell us when something has gone wrong. Treat every complaint seriously, fairly and with respect. Resolve issues promptly wherever possible. Use feedback to improve our removal and transport services for all customers.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, about the standard of service you have received from Man With a Van Wapping, where a response or resolution is expected. This may include:

Concerns about punctuality, reliability or completion of a move. Dissatisfaction with how your belongings were handled or protected. Issues with agreed pricing, charges or invoicing. Concerns about the attitude, behaviour or professionalism of our staff. Problems with communication before, during or after your move.

We encourage you to raise any concerns as soon as possible so that we can investigate fully and put things right quickly wherever we can.

How to Make a Complaint

You can make a complaint verbally or in writing. While we will always try to resolve a verbal complaint immediately, we recommend submitting your concerns in writing for clarity and for a clear record of what has been raised.

When making a complaint, please provide the following information:

Your full name and the address where the service was provided. The date of your move or booking. A clear description of what went wrong and when it occurred. The names of any staff you dealt with, if known. Any evidence that may help us investigate, such as photographs or job references. Details of how you would like us to resolve the issue, if you have a specific outcome in mind.

Providing as much detail as possible at the outset helps us to investigate thoroughly and respond promptly.

Initial Resolution and Timescales

Where you raise a concern during or immediately after your removal, our first priority is to try to resolve the matter on the spot. A member of our team will listen to your concerns and, where possible, offer a practical solution straight away.

If your complaint cannot be resolved immediately, or if it requires further investigation, it will be treated as a formal complaint. We will acknowledge your complaint as soon as reasonably possible. We will then investigate and aim to provide a full response within 10 working days. If the matter is complex and we need more time, we will let you know and explain the reasons for the delay, along with an updated timescale.

How We Handle and Investigate Complaints

When a complaint is received, it will be assigned to a person with appropriate seniority and knowledge of our operations. The investigation may include:

Reviewing your original booking details, quotation and any written communication. Speaking to the driver and removal team involved in your job. Examining internal logs, timings and route information. Assessing any photographs, documents or evidence you have provided. Considering relevant policies, procedures and industry practice.

We will assess the facts objectively and fairly, and our written response will explain:

What we have understood your complaint to be. The steps we took to investigate it. Our findings and conclusions. Any actions we will take to remedy the situation. Steps we may take to prevent similar issues in future.

Outcomes and Remedies

Where a complaint is upheld, we will consider appropriate remedies based on the circumstances of your case. These may include:

An explanation or clarification where there has been a misunderstanding. An apology for any inconvenience or distress caused. Practical steps to put things right, where reasonably possible. A review of our procedures, training or service standards.

Any remedy will be assessed fairly and proportionately, taking account of the nature of the issue, the impact on you, and any evidence available from both sides.

If You Are Not Satisfied with Our Response

If you are unhappy with the outcome of your complaint or feel that your concerns have not been fully addressed, you may ask for your complaint to be reviewed. You should do this in writing, setting out why you are dissatisfied with the initial response and what outcome you are seeking.

A more senior member of our team will then review the handling of your complaint, including the investigation and response, and will issue a final decision. This review will focus on ensuring that your concerns have been considered fairly and that our decision is reasonable in light of the information available.

Customer Responsibilities

We ask that customers raising complaints:

Provide accurate, clear and complete information. Treat our staff with courtesy and respect during all communications. Allow a reasonable time for us to investigate and respond. Cooperate with our requests for further details or evidence.

This helps us to handle your complaint efficiently and ensures that we can reach a fair outcome.

Continuous Improvement

Man With a Van Wapping values feedback from customers across all areas of our removal and delivery services. We regularly review complaints, both individually and in summary, to identify patterns, training needs and opportunities to improve how we operate. Our goal is to use every complaint as a learning opportunity that strengthens our service for customers planning moves of all sizes.

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and in line with good industry practice.