Complaints Procedure

Man and Van Canary Wharf Complaints Procedure

Man and Van Canary Wharf is committed to providing a reliable and professional removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put matters right and improve our services for the future. This Complaints Procedure explains how you can raise a concern, how we handle complaints, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

The purpose of this Complaints Procedure is to provide a clear and fair process for customers who are dissatisfied with any aspect of our man and van or removal services. It applies to all customers who have used our services, including local moves, small office moves, and other transport services we provide.

Our aims are to:

Ensure complaints are handled promptly, consistently and fairly; provide an opportunity for us to resolve issues and restore confidence; learn from feedback to prevent similar problems in the future.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not. This may include, for example:

Concerns about the standard of our removal or transport services; issues with punctuality, conduct or behaviour of our team; disagreements about how your goods were handled or protected; concerns about communication before, during or after your move; problems relating to invoicing, charges or payment where you believe we have made an error.

We encourage you to raise your concerns as soon as possible so that we can address them while events are still recent and information is easier to verify.

How to Make a Complaint

You can make a complaint in writing. Written complaints help us understand the issue clearly and keep a record of what has been raised. When submitting your complaint, please include the following information:

Your full name; the date of your move or service; the pick-up and drop-off locations; a clear description of what went wrong; any relevant timings, names of staff members or vehicle details if known; details of any loss or damage, including photographs where available; what outcome you are seeking, for example an explanation, apology, or review of charges.

If you need assistance setting out your complaint, we will do our best to help you provide the necessary information in a clear and structured way.

Time Limits for Raising a Complaint

To help us investigate effectively, we ask that complaints are raised as soon as possible, and in any event within a reasonable time of the service taking place. For physical loss or damage to goods, you should contact us promptly after your move so we can assess the situation accurately.

Our Complaints Handling Process

We follow a staged approach to ensure that your complaint is dealt with consistently and fairly.

Stage 1: Acknowledgement

Once we receive your complaint, we will record the details and send you an acknowledgement. In this acknowledgement, we will confirm that we have received your complaint, outline the next steps, and provide an estimated timescale for our investigation and response.

Stage 2: Investigation

A member of our team, who was not directly responsible for the issue complained about where possible, will review your complaint. The investigation may include:

Reviewing booking records, job sheets and any relevant documentation; speaking with the driver or removal team involved; considering photographs, messages and any other evidence you have provided; assessing whether our service met our usual standards and the terms agreed with you.

We may contact you for further information or clarification if needed to fully understand the issue.

Stage 3: Response

After we have completed our investigation, we will send you a written response. This will include:

A summary of your complaint and the issues you raised; an explanation of what we have found following our investigation; any decision we have reached about your complaint; where appropriate, details of any corrective action, such as a proposed remedy, explanation, apology or review of internal processes.

Our aim is to provide a clear and reasoned response so that you understand how we reached our conclusion, even if you do not fully agree with it.

Timescales for Handling Complaints

We aim to acknowledge all complaints within a reasonable number of working days of receipt. We then aim to provide a full written response within a reasonable period, depending on the complexity of the case and the availability of relevant information. If we are unable to meet the initial timescale we provided, we will keep you informed and explain the reason for any delay.

Escalating Your Complaint

If you are not satisfied with our Stage 3 response, you may request that your complaint is reviewed again at a more senior level within the business. When asking for an escalation, please explain why you are dissatisfied with the outcome and what you would like us to reconsider.

The senior review will focus on whether the original investigation was thorough and fair, and whether our response and any remedy offered were reasonable in the circumstances. Following this review, we will provide a final written response.

Remedies and Outcomes

Where we uphold a complaint, we will consider what remedy is appropriate in the circumstances. Possible outcomes may include:

A clear explanation of what went wrong; an apology where our service has fallen below our standards; corrective action for future moves and staff training where needed; review of charges or other commercial gestures, where appropriate and proportionate.

Any remedy offered will take into account the nature of the complaint, any documented terms and conditions, and the evidence available.

Data Protection and Confidentiality

All complaints are handled in line with applicable data protection requirements. Information you provide will be used only for the purpose of investigating and responding to your complaint and for improving our services. We will keep details of your complaint confidential within our business, sharing them only with staff who need to know in order to handle the matter properly.

Continuous Improvement

We treat complaints as an important source of feedback. Trends and recurring issues are reviewed so that we can adjust our processes, training and service standards. By raising a concern, you help us strengthen the reliability and quality of our man and van and removal services for all customers.

Contacting Us About This Procedure

If you have any questions about this Complaints Procedure, or if you need help understanding how to raise a complaint about our removal services, you can contact us in writing. We will be happy to explain the process in more detail and support you in setting out your concerns clearly.



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Contact us

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

Street address: 134 Narrow St
Postal code: E14 8BD
City: London
Country: United Kingdom

Latitude: 51.5087570 Longitude: -0.0328950
E-mail:
[email protected]

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