Watford Man and Van Complaints Procedure

Watford Man and Van is committed to providing a reliable, professional removal and man and van service for all customers. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our commitment to you

We aim to handle all complaints in a fair, transparent and timely manner. Every complaint is taken seriously, whether it relates to local moves, longer distance removals, packing assistance or any other aspect of our service. We will always treat you with respect, keep you informed of progress and use your feedback to review and improve our working practices.

We will aim to:

Listen carefully to your concerns and understand what has happened from your perspective.

Investigate the issues raised thoroughly and objectively.

Respond within clear timeframes and keep you updated if we need more time.

Offer a clear explanation, apology where appropriate, and a practical resolution wherever possible.

Step 1: Raise your concern informally

If you are unhappy with any part of our man and van or removal service, we encourage you to raise the issue as soon as possible with the member of staff present on the day of the job, or with the person who arranged your booking. Often, concerns can be resolved quickly and informally when they are discussed at the time.

When raising an issue informally, please provide:

Your name and a convenient way for us to contact you.

The date of your move or service, and the collection and delivery locations.

A clear description of what went wrong and when it happened.

Any relevant supporting details, such as photos, inventory notes or job references.

We will do our best to resolve the matter on the spot or within a short period after your move. If you feel that your concern has not been resolved informally, you can proceed to a formal complaint.

Step 2: Making a formal complaint

If you are not satisfied with the outcome of the informal stage, or if the issue is more serious, you may submit a formal complaint. Please put your complaint in writing so that we can record all of the details accurately and investigate thoroughly.

In your written complaint, please include:

Your full name and contact details.

The date the service was carried out and any reference number provided at the time of booking.

A detailed description of the issue, including any damage, delays, missed appointments or conduct concerns.

Copies or descriptions of any evidence that supports your complaint, such as photographs, correspondence, invoices or item lists.

What outcome or resolution you are seeking, for example an explanation, apology or review of charges.

Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe, confirming that it is being reviewed and providing an indication of when you can expect a full response.

Step 3: Investigation and response

Upon receiving your formal complaint, we will appoint a member of our management team to investigate. This may include speaking to the crew involved in your move, reviewing job notes, vehicle logs, photos, signed paperwork and any other relevant records.

During the investigation we may contact you for further information or clarification. Keeping communication open helps us fully understand your experience and make sure all relevant details are considered.

Once our investigation is complete, we will send you a written response setting out:

A summary of the complaint as we understand it.

The steps we took to investigate your concerns.

Our findings and whether we uphold your complaint in full, in part, or not at all.

Any actions we propose to take, such as an explanation, apology, corrective measures, staff training or a goodwill gesture where appropriate.

Our aim is to provide a clear and reasoned outcome that addresses the points you have raised. If, due to complexity, we need more time to complete the investigation, we will let you know and give you a revised timescale.

Step 4: If you remain dissatisfied

If you feel that your complaint has not been handled fairly or that important information has not been considered, you may ask for a review of the decision. In your request for a review, please explain why you disagree with the outcome and provide any further evidence you believe is relevant.

A senior member of our team, who was not involved in the original investigation, will carry out this review. They will look at how the complaint was handled, the evidence considered and the conclusions reached. After the review, we will provide a final written response explaining whether the original outcome is upheld or amended and why.

Time limits for raising a complaint

To help us investigate effectively, we ask that complaints are raised within a reasonable period after the date of your move or man and van service. Issues reported promptly are generally easier to review and resolve because records and recollections are clearer. While we will always try to assist, delays in reporting may limit the options available for resolution, especially in the case of damage to goods or property.

Fair treatment and confidentiality

We treat all customers courteously and expect our staff to do the same at every stage of the complaints process. We will never refuse to handle a complaint because it is critical of our service. We only ask that communication remains respectful so that we can work constructively towards a solution.

Information you provide in connection with a complaint will be handled in line with our general approach to privacy and data handling. Details will only be shared with those who need them for the purpose of investigating and resolving your complaint.

Using feedback to improve our service

Feedback from customers is an important part of maintaining and improving our removal and man and van services. We regularly review complaints to identify recurring issues, training needs and opportunities to improve how we plan moves, protect items in transit and communicate with customers before, during and after each job.

By following this Complaints Procedure, Watford Man and Van aims to resolve individual concerns fairly while continually raising the standard of service we provide.