Complaints Procedure

Man and Van Welling Complaints Procedure

Man and Van Welling is committed to providing reliable, professional removal services for household and commercial customers. We recognise that, on rare occasions, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Our Commitment to You

We aim to deliver our moving and transport services with care, efficiency, and respect for your property and time. When you tell us something has gone wrong, we view it as an opportunity to put matters right and improve our service. Every complaint is handled fairly, promptly, and without discrimination.

What This Procedure Covers

This procedure applies to complaints about our man and van and removal services, including local moves, longer distance moves, packing assistance, loading and unloading, and transport of goods. You can use this process if you feel we have:

Failed to provide the standard of service you reasonably expected, damaged or lost your belongings, arrived late or missed an agreed time without reasonable explanation, behaved in a discourteous or unprofessional manner, or failed to follow the terms and conditions agreed with you.

This procedure does not cover routine requests for information, quotations, or minor issues that can be resolved immediately with the driver or office team. Those should be raised informally first whenever possible.

Raising an Informal Concern

If you experience a problem during your move, we encourage you to raise it with the driver or team leader at the time, or with our office as soon as possible. Many issues can be resolved quickly on the day, such as clarifying instructions, adjusting how items are handled, or agreeing a practical solution.

When you raise a concern informally, we will listen carefully, try to understand the problem fully, and explain what we can do to resolve it. If you are not satisfied with the outcome, or if the matter is more serious, you can make a formal complaint using the steps below.

How to Make a Formal Complaint

You can make a formal complaint in writing. Written complaints help us investigate thoroughly and keep an accurate record. Please provide the following information where possible:

Your full name, the date of your move or booking, the collection and delivery locations, a clear description of what went wrong, details of any damage, loss, or inconvenience, and what outcome you are seeking, for example explanation, apology, or compensation.

Please submit your complaint as soon as reasonably possible after the issue arises, and no later than 28 days after the date of your move. This allows us to investigate while information is still fresh and relevant.

Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it in writing. This acknowledgement will normally be sent within five working days. Where necessary, we may ask you for additional information, such as photographs of any damage, copies of documentation, or clarification of the events.

Investigation Process

Your complaint will be reviewed by a senior member of staff who was not directly responsible for the matter you are complaining about. This helps ensure a fair and objective assessment. As part of our investigation, we may:

Review your booking details, inventory, and any relevant terms and conditions, speak to the driver and any team members involved, examine any photographs, delivery notes, or damage reports, and consider any previous communication between you and our office.

We aim to complete investigations promptly, keeping you informed if there is any delay. Complex matters, such as those involving multiple parties or extensive damage assessments, may take longer to resolve, but we will keep you updated on progress.

Our Response and Possible Outcomes

Once the investigation is complete, we will send you a written response setting out our findings, explaining whether your complaint is upheld in full, in part, or not upheld, describing any steps we have already taken or will take to address the problem, and outlining any practical remedy or goodwill gesture we consider appropriate.

Depending on the circumstances, outcomes may include an explanation and apology, corrective action for future services, a contribution towards repair or replacement of damaged items where our responsibility is established, or a partial or full refund of charges where appropriate and justified.

If You Remain Dissatisfied

If you are not satisfied with our final response, you may reply in writing explaining which aspects you disagree with and why. A different senior staff member will, where possible, conduct a secondary review of both your complaint and our previous response.

Following this review, we will confirm our final position in writing. This internal review stage is the end of our formal complaints process.

Timeframes

We aim to acknowledge formal complaints within five working days and to provide a full written response within twenty working days of acknowledgement. If we cannot meet these timeframes, for example due to the complexity of the matter or the need to gather additional evidence, we will let you know and provide an updated timescale.

Your Responsibilities When Making a Complaint

To help us handle your complaint effectively and fairly, we ask that you provide accurate and complete information, keep any relevant receipts, photographs, or reports, cooperate with our requests for further details, and communicate with our team in a respectful manner. Abusive or threatening behaviour will not be tolerated and may bring our communication to an end.

Continuous Improvement

We review complaints regularly to identify recurring issues and areas for improvement. Lessons learned may result in additional staff training, changes to how we plan and carry out moves, updates to our policies or customer information, or enhancements to how we protect belongings during transport.

By following this Complaints Procedure, we aim to ensure that any problems arising from our moving and transport services are handled fairly, transparently, and with genuine consideration for your experience as a customer of Man and Van Welling.



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

Street address: 3 Cental Ave
Postal code: DA16 3AX
City: London
Country: United Kingdom

Latitude: 51.4641910 Longitude: 0.0998480
E-mail:
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