Maida Vale Man and Van Complaints Procedure

Maida Vale Man and Van is committed to delivering a reliable, professional and considerate removals and man and van service. However, we recognise that occasionally 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 at each stage.

1. Our Commitment to Resolving Complaints

We take all complaints seriously and aim to resolve them quickly, fairly and transparently. Every expression of dissatisfaction is an opportunity for us to improve our house move, flat move, and general man and van services. We will always investigate your concerns courteously and without prejudice.

2. What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not. This may include issues such as:

Delays, missed time slots or transport problems during your move.

Concerns about the handling, packing or loading of your belongings.

Damage or loss of items during a removal or delivery.

Disputes about quotes, invoices, or payment terms.

The conduct, attitude or communication of our staff or contractors.

Any other aspect of our removals or man and van service that causes you concern.

3. How to Make a Complaint

You can raise a complaint verbally or in writing. We recommend putting your complaint in writing wherever possible, as this helps us to understand the issue clearly and keep an accurate record.

When submitting your complaint, please include:

Your full name and preferred method of contact.

The date and location of the service you received.

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, such as photographs, inventory lists, or copies of quotations and invoices.

4. Stage One: Informal Resolution

Where possible, we encourage you to raise any concerns at the time of your move or shortly afterwards with the team member in charge on the day or with our office team. Many issues can be resolved quickly at this stage through clarification, an apology where appropriate, or a practical solution such as a follow-up visit or adjustment.

At the informal stage we will:

Listen carefully to your concerns and ask any questions needed to understand the problem fully.

Attempt to resolve the matter immediately or within a short timeframe agreed with you.

Explain any limitations, policies or terms that may affect the outcome.

If we cannot resolve the issue informally, or if you remain dissatisfied, you may proceed to a formal complaint.

5. Stage Two: Formal Complaint

If your complaint cannot be resolved informally, or you prefer a more structured review, you may submit a formal complaint. This will be handled by a manager who was not directly involved in the original service wherever possible.

Upon receiving your formal complaint we will:

Acknowledge receipt within a reasonable period of time.

Review your account of events, the job records, and any communications held on file.

Speak with the staff involved and, if necessary, any third parties connected to the service.

Consider any supporting documents you provide, such as photographs, inventories or written notes.

We aim to conclude our investigation and provide a written response within a defined timeframe. If the matter is complex and we need longer, we will let you know and provide an updated timescale.

6. Our Response and Possible Outcomes

Once our investigation is complete, we will give you a clear, written response that will:

Summarise your complaint and the key issues you raised.

Explain what we have investigated and the evidence we have considered.

State whether your complaint has been upheld in full, upheld in part, or not upheld.

Set out any actions we propose to take to put things right where appropriate.

Depending on the nature of the complaint, potential outcomes may include:

A written or verbal apology.

Clarification or explanation of our procedures and terms.

Service corrections, such as revisiting a property to complete agreed work.

Adjustments or partial refunds where this is considered fair and within our terms and conditions.

Information on any changes to our internal processes to prevent similar issues in future.

7. Escalation if You Remain Unhappy

If you are not satisfied with the outcome of our formal complaints process, you may request that your case is reviewed again by a senior member of management. You should explain which aspects of our decision you disagree with and why, and provide any additional information you feel is relevant.

The senior reviewer will look again at your complaint, our original investigation, and our decision. They may uphold the original outcome, change it, or propose an alternative resolution. We will then send you a final response explaining our position.

8. Time Limits for Making a Complaint

We encourage you to raise any concerns as soon as possible after the event, as this allows us to investigate while details are still fresh and records are readily available. As a general guideline, we may not be able to fully investigate complaints made a long time after the service took place, especially where evidence or records are no longer accessible.

9. Using This Procedure

This Complaints Procedure applies to all customers using Maida Vale Man and Van for removals, man and van assistance, packing, collection, delivery, and related transport services. By using our services, you acknowledge that we may rely on this procedure, together with our terms and conditions, when handling any complaint or dispute.

10. Continuous Improvement

Every complaint is carefully reviewed, regardless of its outcome, so that we can identify training needs, develop better working practices and improve our removal and man and van operations. Your feedback, whether positive or negative, plays an important role in helping us maintain and enhance our standards.

If you have any concerns about our service, we encourage you to let us know. We will always aim to deal with you respectfully, listen to your experience, and work towards a fair, reasonable and timely resolution.