Man With a Van Poplar Complaints Procedure

This complaints procedure sets out how Man With a Van Poplar receives, investigates and responds to complaints about our removal and man and van services. We aim to resolve any issues fairly, promptly and transparently, and to use feedback to improve the quality and reliability of our work.

Purpose of this complaints procedure

The purpose of this procedure is to provide a clear and accessible route for customers to tell us when something has gone wrong. It explains what we consider a complaint, how to submit one, what information we need, the steps we will take, and the timescales you can expect. This procedure applies to all services we provide, including home removals, small moves, item collections and deliveries.

What counts as a complaint

A complaint is any expression of dissatisfaction about our service where a response is expected. This may include, for example:

Concerns about punctuality, conduct or attitude of our team on the day of your move.

Disputes about charges, quoted prices or additional costs.

Allegations of damage to property or belongings during loading, transit or unloading.

Issues with how we have handled your booking, schedule or access arrangements.

Concerns about how a previous complaint has been managed.

We encourage you to raise any concern at the earliest opportunity so that we can try to resolve it quickly and informally where possible.

Step one: Raise the issue informally

In many cases, problems can be resolved on the spot by speaking to the driver or team leader on the day of your move. If you notice an issue during loading, transport or unloading, please make the crew aware immediately so they have the chance to put it right while they are still on site.

If the matter cannot be resolved with the moving team, or you only become aware of an issue after the job is completed, you can then move to the formal complaints process below.

Step two: Submitting a formal complaint

If you are not satisfied after raising the matter informally, or if the issue is serious, you may submit a formal complaint. Your complaint should be made in writing so that we have a clear record of what has happened.

Please include the following information:

Your full name and the address where the service was carried out.

The date of your move and any booking reference you may have.

A clear description of what went wrong and when it happened.

Names or descriptions of staff involved, if known.

Details of any damage, loss or extra expense you believe has occurred.

What outcome or resolution you are seeking.

Any supporting evidence such as photographs of damage, copies of quotes, invoices or messages.

Providing complete and accurate information helps us investigate your complaint thoroughly and as quickly as possible.

Acknowledging your complaint

Once we receive your formal complaint, we will acknowledge it in writing. We aim to send this acknowledgement within five working days. The acknowledgement will confirm that we have received your complaint and outline the next steps in the process.

How we investigate complaints

Every complaint is treated seriously and handled in a professional and impartial manner. Our investigation may include:

Reviewing booking details, quotes, job sheets and any relevant paperwork.

Speaking with the driver and moving team involved in your job.

Examining photographs, messages or other evidence provided by you or our staff.

Assessing whether our usual policies and procedures were followed.

Considering whether additional information is needed from you to clarify the circumstances.

We will keep your information confidential and only share details with staff who need them to review and resolve the complaint.

Response timescales

We aim to provide a full written response to most complaints within twenty working days of acknowledging your complaint. If the matter is complex or requires more time to investigate, we will let you know within that period and provide an updated timescale together with an explanation for the delay.

Our decision and outcomes

When our investigation is complete, we will send you a written response setting out:

The details of your complaint as we understand them.

The steps we took to investigate the matter.

Our findings and decision, including whether we uphold your complaint in full, in part or not at all.

Any actions we propose to take to put things right.

Possible outcomes may include an explanation or apology, service improvements, a gesture of goodwill, or consideration of compensation where appropriate and in line with our terms and conditions. Any offer will take into account the circumstances of the case, the evidence available and any limits of liability that apply to our services.

If you are not satisfied with our response

If you remain unhappy after receiving our written decision, you may reply setting out why you disagree and providing any additional information you believe is relevant. A more senior member of our team will then review both the initial investigation and your further comments.

Following this review, we will provide a final written response. This will confirm our final position on the complaint and any further actions we are prepared to take.

Time limits for making a complaint

To help us investigate effectively, we ask that you raise any complaint as soon as reasonably possible after the service has been provided. Complaints about damage to belongings or property should normally be made within seven days of the move so that evidence can be properly assessed.

Complaints made after a long delay may be more difficult to investigate, and this may affect the outcome.

Using complaints to improve our service

We view complaints as an important source of feedback that helps us identify where our removal and man and van services can be improved. We regularly review complaint outcomes to monitor trends, provide additional staff training where needed and update our procedures to reduce the risk of similar issues recurring.

By following this complaints procedure, Man With a Van Poplar aims to treat all customers fairly, to resolve problems wherever possible, and to continue providing a reliable and professional moving service.