Complaints Procedure

Man with Van Limehouse Complaints Procedure

Man with Van Limehouse is committed to providing a reliable, professional moving and removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Purpose of This Complaints Procedure

This procedure is designed to give customers a clear, fair and transparent route for raising any dissatisfaction with our services. It applies to all services we provide, including man and van moves, household removals, small office moves and related transport services. We treat all complaints seriously and handle them with respect, discretion and professionalism.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service, whether it is justified or not. This can include, but is not limited to:

Concerns about punctuality, conduct or behaviour of team members. Issues with how goods have been handled, loaded, transported or unloaded. Disputes about what was agreed or what was delivered. Concerns about charges, invoices or payment terms. Any other matter where you feel our service has not met reasonable standards.

Raising a Complaint Informally

Many issues can be resolved quickly and informally. If you experience a problem during a move or shortly afterwards, you are encouraged to raise it with the team member in charge on the day or with the person who arranged your booking. They will do their best to address your concern promptly and practically.

If the issue is resolved to your satisfaction at this informal stage, we may still make a record to help us monitor service quality and prevent similar problems in future.

How to Make a Formal Complaint

If your concern cannot be resolved informally, or you would prefer a more formal review, you can make a formal complaint. Please provide your complaint in writing so that we can keep an accurate record and respond fully. When submitting a complaint, include the following details where possible:

Your full name and, if relevant, your company name. The date and approximate time of your move or booking. The address where the service took place and any other locations involved. A clear description of what went wrong and when it occurred. Any reference numbers, quotes or invoices you have received. Details of any conversations or attempts already made to resolve the issue. What outcome you are seeking, such as clarification, an apology, corrective work or compensation.

Time Limits for Raising a Complaint

To help us investigate fairly and accurately, we ask that complaints are raised as soon as possible after the issue arises. Where the complaint relates to loss or damage to items, it is important that you contact us promptly once you become aware of the problem, and provide photographs or other evidence where available.

How We Handle Your Complaint

When we receive your formal complaint, we will follow a structured process:

First, we will acknowledge receipt of your complaint within a reasonable time. We will then review the details, gather any additional information needed, and speak with relevant staff members or contractors involved in your move. We may contact you for further clarification if needed. Once our investigation is complete, we will provide you with a written response explaining our findings and any actions we propose to take.

Our aim is to issue a full response as promptly as possible. If the matter is complex or requires more time, we will let you know and provide an updated timescale.

Possible Outcomes and Remedies

Depending on the nature of the complaint and the outcome of our investigation, we may offer one or more of the following:

A clear explanation of what happened and why. An apology where our service has fallen below expected standards. Practical steps to put things right where possible. A goodwill gesture, partial refund or other financial remedy, where appropriate and in line with our terms and conditions. Improvements to our procedures, staff training or service standards to reduce the likelihood of similar issues arising again.

Escalation if You Are Not Satisfied

If you are not satisfied with our initial response, you may request that your complaint is reviewed again. In your request, explain why you remain dissatisfied and what additional outcome you are seeking. We will consider whether any further investigation is possible or appropriate and provide a final written response.

Once a final response has been issued, our internal complaints procedure will normally be considered exhausted. Any further steps you may wish to take will depend on your legal rights and any external avenues available to you.

Our Commitment to Fairness and Confidentiality

We handle all complaints in a fair and impartial way. We will not treat any customer differently or less favourably because they have raised a concern or complaint. Personal information supplied as part of a complaint will be treated in confidence and used only for the purposes of investigating and responding to the issue, subject to any legal obligations we may have.

Using Complaints to Improve Our Service

Complaints and feedback are an important source of information about how well our removal and man and van services are working in practice. We regularly review complaints to identify patterns, recurring issues and opportunities for improvement. This may include updating training, revising our booking processes, improving communication about schedules and responsibilities, and reviewing how we protect and handle customers possessions.

Summary

Man with Van Limehouse aims to deliver dependable, professional moving services across our operating area. When something goes wrong, we want to hear from you and we are committed to dealing with your complaint promptly, fairly and respectfully. By following this complaints procedure, you help us to understand your experience, put things right where we can, and continue to improve the quality of the services we provide.