Complaints Procedure

Man and Van Pimlico Complaints Procedure

Man and Van Pimlico is committed to providing reliable and professional moving and man and van services. We aim to resolve any concerns promptly, fairly, and consistently. This Complaints Procedure explains how you can raise an issue, how we will handle it, and what you can expect from us at each stage.

1. Purpose of this Complaints Procedure

The purpose of this Complaints Procedure is to provide a clear and simple process for customers to follow if they are dissatisfied with any part of our removals, collection, delivery, or related services. It applies to all customers who have used, or attempted to use, Man and Van Pimlico for moving or transport services.

We use all complaints as an opportunity to review our work, improve our services, and prevent similar issues from happening again.

2. What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, about the standard of our service, the conduct of our staff or contractors, or any aspect of our operations, where a response or resolution is explicitly or implicitly expected.

Examples of issues that may lead to a complaint include, but are not limited to:

Service not delivered as agreed, such as delays or missed appointments
Concerns about the care and handling of items during loading, transit, or unloading
Disputes regarding charges or invoicing
Conduct, attitude, or behaviour of our drivers, porters, or office staff
Issues with communication before, during, or after your booking

You do not need to use the word complaint for your concern to be treated as one. If you tell us you are unhappy and want us to respond, we will follow this procedure.

3. How to Make a Complaint

You may raise a complaint as soon as possible after the issue has arisen. Doing so promptly helps us investigate effectively and resolve matters more quickly.

You can make a complaint in any of the following ways:

Orally, by explaining your concern to a member of our team at the time of service or when we next contact you
In writing, by sending us a clear description of what went wrong and how you would like us to put it right

When making a complaint, please include the following details where possible:

Your full name and the name the booking was made under
The date and approximate time of your move or man and van service
The pickup and drop-off locations for the booking
A clear description of what happened, including relevant times and conversations
Details of any damage, loss, or specific items involved
Any supporting information you have, such as photographs, inventory lists, or job references
How you would ideally like the matter to be resolved

4. Our Complaints Handling Stages

Stage 1: Frontline Resolution

In the first instance, we aim to resolve complaints informally and quickly at the point of service or shortly afterwards. This may involve the driver, team leader, or office staff discussing the issue with you, clarifying what happened, and agreeing a practical solution where possible.

Many concerns can be resolved at this stage through explanation, an apology where appropriate, or taking immediate corrective action. If you are satisfied with the outcome, the complaint will be closed.

Stage 2: Formal Investigation

If your complaint cannot be resolved at Stage 1, or if the matter is more serious, it will be escalated for formal investigation.

At this stage we will:

Acknowledge your complaint within a reasonable timescale
Review your account of events and any documents you provide
Consult any staff or contractors involved in your booking
Check booking records, job sheets, and any available photographs or notes
Assess whether our service met our usual standards and obligations

We will aim to provide a written or clearly recorded response within a reasonable period. If we need more time to investigate fully, we will inform you and provide an updated timescale.

5. Outcomes and Remedies

After our investigation, we will explain our findings clearly. Where your complaint is upheld in full or in part, we will consider appropriate remedies, which may include one or more of the following, depending on the circumstances and any applicable terms:

A clear explanation of what went wrong and why
An apology where our service has fallen short
Practical steps to put matters right where reasonably possible
A review of internal procedures or staff training to prevent recurrence

Any remedy will take into account our service terms, any limitations or exclusions that apply, and the information available from both you and our team.

6. Your Responsibilities

To help us handle your complaint efficiently and fairly, we ask that you:

Raise concerns as soon as you reasonably can after becoming aware of an issue
Provide accurate, honest, and complete information
Allow us a fair opportunity to investigate and respond
Communicate with our staff in a respectful way at all times

We may not be able to fully investigate or resolve matters where information is missing, inconsistent, or significantly delayed.

7. Confidentiality and Data Protection

Complaints are handled in confidence and information is shared only with those who need it to investigate and respond. We keep complaint records in line with our data protection obligations and retention policies. Any personal information you provide in connection with a complaint will be used only for handling that complaint and improving our services.

8. Monitoring and Service Improvement

We record and review complaints regularly to identify trends, recurring issues, and areas where our moving and transport services can be improved. This may lead to updates in staff training, operational processes, or customer information, to minimise the risk of similar problems occurring in future.

9. Changes to this Complaints Procedure

Man and Van Pimlico may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements, or best practice in complaints handling. The version in force at the time you raise your complaint will apply to that complaint.

If you have any questions about this Complaints Procedure or need assistance in making a complaint, please tell a member of our team so we can support you through the process.