Complaints Procedure

Man and Van Docklands Complaints Procedure

Man and Van Docklands is committed to providing a reliable, professional removal and transport service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern with us, how we will respond, and what you can expect at each stage of the process.

Purpose of This Complaints Procedure

The aim of this procedure is to give all customers a clear and straightforward route to raise issues relating to our man and van and removal services. We use feedback and complaints to review our operations, improve our standards, and ensure that issues are resolved as quickly and fairly as possible.

This procedure applies to all services provided by Man and Van Docklands, including local moves, long-distance removals, item collection and delivery, and associated packing and loading services.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services or the way they have been delivered, whether it is justified or not. This may include, but is not limited to:

Concerns about the quality of removal or delivery work carried out, issues relating to punctuality, delays, or missed time slots, problems with communication before, during, or after a booking, concerns about the attitude or conduct of our staff, disagreement about charges, invoices, or quoted prices, or damage, loss, or handling of items during collection, transport, or delivery.

If you are unsure whether your issue counts as a complaint, we encourage you to raise it with us so we can clarify and assist.

How to Raise a Complaint

You can raise a complaint verbally or in writing. While we will always try to resolve issues raised verbally at the time, we recommend submitting your complaint in writing if the matter is serious, complex, or involves potential loss or damage.

When you contact us with a complaint, please provide as much relevant information as possible, including your full name, the date and location of the service, a clear description of what went wrong, details of any damage, delay, or inconvenience, any supporting information such as booking references or photographs, and what outcome you are seeking, for example an explanation, apology, rectification, or reimbursement.

The more detail you provide, the easier it will be for us to investigate and respond thoroughly.

When to Raise a Complaint

We ask that you notify us of any complaint as soon as reasonably possible after the event. For damage to goods or property, we recommend that you inform us within a short period of becoming aware of the issue, so we can assess the situation accurately and consider appropriate remedies.

Our Complaints Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log it in our internal system and arrange for an appropriate member of staff to review it. We aim to acknowledge your complaint within a reasonable period of receiving it. In our acknowledgement, we will confirm that we have received your complaint, outline the next steps, and provide an indicative timeframe for our investigation and response.

Stage 2: Investigation

The complaint will be investigated by a supervisor or manager who was not directly involved in the issue wherever possible. The investigation may include reviewing booking details and service notes, speaking with the removal team or driver involved, reviewing any images, documents, or evidence provided, and, where relevant, considering industry standards for man and van and removal work.

During this stage, we may contact you for further information or clarification. Providing prompt responses will help us to complete our investigation more quickly.

Stage 3: Response and Outcome

Once we have concluded our investigation, we will provide you with a written response setting out what we have found, whether your complaint is upheld in full, in part, or not upheld, any steps we have already taken or propose to take to put things right, and any changes we will make to prevent similar issues in the future.

Where appropriate, remedies may include an explanation or apology, repeating or correcting aspects of the service, and, if justified, a goodwill gesture or financial adjustment in line with our terms and conditions and any applicable limitations of liability.

If You Are Not Satisfied with the Outcome

If you remain unhappy after receiving our response, you can ask for your complaint to be reviewed again. A more senior member of our team will reassess the matter, taking into account any additional information you provide. We will then issue a final response setting out our position.

Once our internal procedure is complete, our decision will represent our final position on the matter, subject to your statutory rights.

Timeframes for Handling Complaints

We aim to deal with all complaints as promptly as possible. Timeframes may vary depending on the complexity and nature of the issue. Straightforward service concerns can often be resolved quickly, while complaints involving property damage, loss, or multiple parties may take longer to investigate thoroughly.

If for any reason we are unable to respond fully within our indicative timeframe, we will let you know and explain the reason for the delay, along with an updated timescale.

Fairness and Confidentiality

Every complaint is handled fairly, consistently, and without discrimination. Raising a complaint will not affect the way we treat you as a customer, either now or in the future.

All complaint information is kept confidential and is only shared internally with staff involved in handling or reviewing the matter. We store complaint records securely in line with our data protection practices and retain them only for as long as necessary for legal and operational reasons.

Using Complaints to Improve Our Services

We view complaints as an important source of learning. Man and Van Docklands regularly reviews complaint trends so that we can identify recurring issues, improve staff training, refine our processes, and enhance the reliability of our removal and man and van services.

By following this Complaints Procedure, we aim to ensure that your concerns are heard, investigated, and resolved in a way that is transparent, respectful, and aligned with your rights as a customer.



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Contact us

Company name: Man and Van Docklands Ltd.
Opening Hours:
Monday to Sunday, 07:00-00:00

Street address: 1 Forge Square
Postal code: E14 3GU
City: London
Country: United Kingdom

Latitude: 51.4889230 Longitude: -0.0196410
E-mail:
[email protected]

Web:
Description: As a result of many years of experience in man and van services throughout Docklands, SE16 we’ve become the leader in the branch. Call us now!
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