Docklands Man and Van Complaints Procedure

Docklands Man and Van is committed to providing reliable, professional removals and man and van services. We recognise that, despite our best efforts, things can sometimes go wrong. This Complaints Procedure explains how you can raise a concern, how we will respond, and the steps we take to resolve issues fairly and efficiently.

1. Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and transparent way for customers to tell us when they are unhappy with any aspect of our service, including packing, loading, transport, delivery, timing, conduct of staff, or administration. It also sets out how we use feedback to improve our removal operations and customer care.

2. What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services that requires a response. This can include, but is not limited to:

Concerns about the quality of our removals or man and van work, such as handling of goods, punctuality, or completion of the agreed tasks.

Issues with communication, including booking details, quotations, or service descriptions.

Concerns about the behaviour, attitude, or professionalism of our team members.

Disputes about charges, payments, or the services delivered compared to what was agreed.

3. When to Raise a Complaint

You should raise a complaint as soon as possible after the issue occurs. Prompt notification allows us to investigate effectively while details and evidence are still available. For issues relating to damage, loss, or service performance on the day of your move, we encourage you to tell the team leader on site immediately, and then follow up formally using the process below.

4. How to Make a Complaint

You may submit a complaint in writing. Please provide as much relevant information as possible so that we can investigate properly. Include the following where applicable:

Your full name and contact details.

The date of your move and your booking reference, if available.

The collection and delivery addresses used for the service.

A clear description of what went wrong, including dates, times, and the names or descriptions of any staff involved where known.

Details of any damage, loss, delay, or disruption, including photographs or supporting evidence if you have them.

Any steps already taken to try to resolve the matter informally.

What outcome you are seeking, for example an explanation, corrective work, or a review of charges.

5. Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In this acknowledgement we will confirm that we have received your concerns and that an investigation has begun. Where possible, we will give you the name or role of the person responsible for handling your complaint.

6. How We Investigate Complaints

We treat all complaints seriously and aim to investigate them in a fair, objective, and timely manner. Our investigation may include:

Reviewing your booking details, inventory, and any written agreements.

Speaking to the staff involved in your move and any supervisors or office staff who had contact with your booking.

Reviewing photographs, delivery notes, job sheets, and any evidence supplied by you.

Assessing whether our internal procedures and industry standards were followed during your move.

We may contact you to ask for further information or clarification while the investigation is ongoing.

7. Our Response and Possible Outcomes

After completing our investigation, we will provide you with a written response setting out:

A summary of your complaint.

The steps we took to investigate the matter.

Our findings based on the information available.

Any actions we will take as a result.

Possible outcomes may include an explanation or apology, corrective work, service improvements, or a review of charges where appropriate. All outcomes are assessed on a case-by-case basis, taking into account the terms of your booking and the specific circumstances of the job.

8. Timescales

We aim to resolve complaints as quickly as reasonably possible. Many issues can be resolved within a short period; however, more complex cases may take longer, especially where detailed evidence is required. If we need additional time, we will keep you informed of progress and provide an updated timescale for our response.

9. If You Are Not Satisfied with the Outcome

If you are unhappy with our final response, you may ask for your complaint to be reviewed by a senior member of our team who was not involved in the original investigation, where possible. You should explain why you disagree with the outcome and provide any new information you believe is relevant.

The review will consider whether the original investigation was fair and thorough and whether our decision was reasonable in light of the evidence and our service terms.

10. Your Responsibilities as a Customer

To help us resolve your complaint efficiently, we ask that you:

Provide accurate and complete information when you first raise your concerns.

Respond promptly to any requests for further details or evidence.

Treat our staff with respect and communicate in a polite and reasonable manner.

Retain any relevant documentation, photographs, or receipts that may support your complaint, particularly in relation to damage or loss.

11. Using Feedback to Improve Our Service

We value all feedback from our customers across our removals and man and van services. Complaints help us identify areas where we can improve training, procedures, and communication. We regularly review complaints data to monitor trends and to enhance the overall quality, safety, and reliability of our work.

12. Changes to This Complaints Procedure

Docklands Man and Van may update this Complaints Procedure from time to time to reflect changes in our services, internal processes, or relevant guidance. The version in force at the time you make your complaint will apply to the handling of that complaint.