Docklands Man and Van Complaints Procedure

Docklands Man and Van is committed to delivering reliable, professional removals and man and van services. We understand that, despite our best efforts, there may be occasions when customers are not fully satisfied. This Complaints Procedure explains how you can raise a concern, how we will handle it, and the steps we take to put things right wherever possible.

1. Purpose and scope of this procedure

This procedure sets out how we manage complaints about our removal and transport services, including moves, loading and unloading, packing assistance, and related support. It covers concerns raised by private and business customers, whether the service has already taken place or is still in progress.

We use all complaints as an opportunity to review our work and improve the quality, safety, and reliability of our moving and delivery operations.

2. What is a complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you would like a response or some form of resolution. This may include, for example:

Issues with the standard of the removal service provided, including punctuality, handling of goods, or conduct of staff. Disputes about charges, quotes, or the information you were given before booking. Concerns about damage, loss, or delays to your items during collection, transit, or delivery. Problems with communication, such as not being kept informed of changes affecting your move.

We encourage you to tell us about any problems as soon as possible so that we can address them promptly and fairly.

3. How to make a complaint

You can make a complaint in writing or verbally. We recommend putting your complaint in writing, as this helps ensure we fully understand your concerns and can investigate them thoroughly. When making a complaint, please provide:

Your full name and any reference or booking details. The date and location of the service or booking. A clear description of what went wrong and when it happened. Details of any conversations you have already had with our team about the issue. Any supporting information you feel is relevant, such as photos of goods or notes from the move.

If you raise your complaint verbally with a member of our team, they will record the details and pass them to the appropriate person to respond.

4. Informal resolution in the first instance

Many concerns about removal services can be resolved quickly by speaking directly with the team member you have been dealing with, such as the driver or office contact. We encourage you to raise issues as soon as they arise, preferably on the same day as the move or at the earliest opportunity.

Our staff will aim to understand your concern, explain what has happened, and try to offer a practical solution where possible. If you are not satisfied with the initial response, or if your complaint is more serious, you can ask for it to be handled as a formal complaint.

5. Formal complaints process

When you make a formal complaint, we will acknowledge it as soon as reasonably possible. We will then investigate the matter by reviewing any booking details, job sheets, photographs, driver reports, and other relevant information. We may also contact you to clarify any points or to request further details.

Our aim is to provide a full response within a reasonable time frame. If the issue is complex and we need more time to investigate, we will let you know and provide an estimated timescale for our reply.

6. Our investigation and response

When looking into your complaint, we will consider:

The information provided by you and by our staff. The terms and conditions that applied to your booking. Any relevant industry practices for removal and man and van services. The steps that were taken at the time to prevent or minimise any problem.

Once the investigation is complete, we will send you a written response. This will set out what we have found, our decision, and the reasons for that decision. Where appropriate, we will also explain any remedial action we propose to take, which may include an apology, practical steps to correct an issue, or other forms of redress in line with our obligations and policies.

7. Escalating your complaint

If you feel that your complaint has not been resolved satisfactorily, you may request that it is reviewed at a higher level within Docklands Man and Van. In doing so, please explain why you are unhappy with the initial outcome and what further resolution you are seeking.

We will arrange for a senior member of our team, who has not previously been involved in your complaint, to review the matter. They will consider the original investigation, any new information you provide, and whether our response was fair and reasonable in all the circumstances.

8. Time limits for making a complaint

We ask that complaints about our services are raised as soon as possible, ideally within a short time of the move or delivery. Prompt notification makes it easier for us to investigate what happened and, where necessary, to inspect any items or locations involved.

While we will consider complaints raised later, delays in reporting may limit what we can reasonably do to resolve the situation, especially in relation to perishable evidence or items that have since been moved or altered.

9. Our commitment to fairness and respect

We treat all complaints seriously and handle them with courtesy and respect. In return, we expect our staff to be treated in the same way. We may bring a conversation to an end if a customer is abusive, threatening, or uses discriminatory language, although this will not prevent us from continuing to consider the substance of the complaint itself.

10. Learning from complaints

Complaints help us maintain and improve standards across our moving and man and van services. We regularly review the issues raised by customers to identify patterns, training needs, or changes to our procedures, equipment, or communication processes.

By following this Complaints Procedure, Docklands Man and Van aims to ensure that any concerns you have are listened to, investigated properly, and resolved as fairly as possible, so that you can choose our services with confidence in the future.