Complaints Procedure for Man With a Van Teddington

Man With a Van Teddington is committed to providing a reliable and professional removals and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so that we can put matters right and improve our services. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Scope of this Complaints Procedure

This procedure applies to any customer who has used, or has attempted to use, our services, including home removals, small office moves, man and van services, and related loading, unloading or packing assistance. It covers complaints about the standard of service provided, conduct of our staff or contractors, quality of communication, and how we have handled your booking or move.

This procedure does not cover issues that are already the subject of legal proceedings, insurance claims being handled separately, or matters outside our control such as traffic delays or circumstances that reasonably prevent us from meeting agreed times while still acting with due care.

Our Commitment to You

When you raise a complaint with Man With a Van Teddington, we will treat you fairly, listen carefully, and aim to resolve the issue as quickly as possible. We are committed to handling all complaints in a way that is:

Clear and straightforward, so you know what to expect at each stage.

Timely, with target response times and regular updates if more time is needed.

Respectful and professional, ensuring your concerns are taken seriously.

Objective and evidence-based, focusing on facts and reasonable outcomes.

How to Make a Complaint

If you are dissatisfied with any aspect of our removal or man and van services, you should raise your concern as soon as possible. In many cases, issues can be resolved quickly and informally if you speak to us at the time of your move or shortly after.

You can make a complaint in writing or verbally. When submitting your complaint, please include the following information so we can investigate effectively:

Your full name and the address where the service was provided.

The date of your move or the date the issue occurred.

A clear description of what went wrong and how it affected you.

Details of any conversations you have already had with our team about the matter.

Any supporting information, such as photographs of damage, confirmation of agreed times, or itemised lists where relevant.

Providing full details at the outset helps us understand the situation and avoid delays in reaching a resolution.

Stage One: Initial Review and Response

Once we receive your complaint, we will log the details and begin an initial review. We will normally acknowledge your complaint within a reasonable time frame, confirming that we have received it and explaining what will happen next.

At this stage we may contact you to clarify details, request further information, or discuss possible immediate solutions. We may also speak to any staff or contractors involved and review relevant notes or records from your booking and job.

After this review, we will provide you with a response outlining our findings, any explanations required, and any steps we propose to resolve the issue. Where appropriate, this may include an apology, corrective action, or another form of practical resolution in line with our service terms.

Stage Two: Further Investigation

If you are not satisfied with the outcome of the initial review, you may ask for a further investigation. When doing so, please explain why you remain dissatisfied and what outcome you are seeking. This helps us focus on any unresolved points.

During this stage, your complaint will be reviewed again, taking into account any additional information you provide. We may gather further details, re-check job records, and consult with senior personnel where necessary to reach a balanced view.

Following this investigation, we will write to you with a final response, summarising the steps taken, our conclusions, and any final offer of resolution. We aim to ensure that the reasoning behind our decision is clear and based on the information available.

Resolution and Remedies

Where we find that something has gone wrong with the service you received from Man With a Van Teddington, we will look at fair and reasonable ways to put matters right. Depending on the nature of the complaint, possible remedies may include practical steps to correct an issue, changes to future service, or other appropriate redress in line with our terms and any applicable policies.

Our goal is to resolve complaints proportionately, taking into account the impact on you, the circumstances of the move, and any evidence you and our team can provide. We will always aim to explain clearly how we have reached our decision.

Your Responsibilities When Raising a Complaint

To help us handle your complaint effectively, we ask you to provide honest, accurate information and to cooperate with any requests for clarification or supporting evidence. Please raise your concerns respectfully and allow us reasonable time to investigate and respond. Abusive or threatening behaviour toward our staff or contractors will not be accepted and may affect how we are able to communicate with you.

Continuous Improvement

We view complaints as an important source of feedback about our removals and van services. Where they highlight areas for improvement, we will consider whether changes to our procedures, training, or communications are needed. By reviewing complaints and learning from them, we aim to enhance the reliability, safety, and overall quality of the services we provide to customers in our operating area.

Updates to This Complaints Procedure

Man With a Van Teddington may update this complaints procedure from time to time to reflect changes in our services, internal processes, or applicable guidance. Any updated version will apply to new complaints from the date it is published. You are encouraged to review this procedure periodically so you remain informed about how we handle concerns and feedback.