Complaints Procedure

Dagenham Man and Van Complaints Procedure

This complaints procedure explains how Dagenham Man and Van manages and resolves concerns raised by customers about our removal and man and van services. We are committed to handling every complaint fairly, consistently, and as quickly as reasonably possible.

This procedure applies to all services we provide, including household removals, small office relocations, item collection and delivery, and man and van assistance for moves of any size.

Our Commitment to You

We aim to provide a reliable, careful and professional service for every move. If something goes wrong, we want to know about it so we can put it right where possible and improve our future service.

When you raise a complaint, we will:

Listen carefully to your concerns and treat you with respect at all times.

Deal with your complaint in a timely and transparent way.

Investigate the issue thoroughly and objectively.

Explain our findings and any decisions in clear, plain language.

Use the outcome to review and improve our removal and transport services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether it relates to the booking process, communication, punctuality, conduct of staff, handling of items, the move itself, charges, or the outcome of any previous issue you have raised.

You do not have to use any particular words or format to make a complaint. If you tell us you are unhappy and want us to look into something, we will treat this as a complaint and follow this procedure.

How to Make a Complaint

You can raise a complaint using the methods shown on your booking confirmation or invoice, or by using the usual contact channels displayed on our official materials and website. Please provide as much detail as possible, including:

Your full name and, where relevant, the name of the person who made the booking.

The date of the service and any booking reference you have.

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

Any evidence that may help us investigate, such as photographs, item lists, or driver details.

What you would consider a fair outcome, if you have a specific resolution in mind.

You may raise your complaint verbally or in writing. Where possible, we recommend that you set out your complaint in writing so there is a clear record of the issues and dates involved, especially for more complex removal or relocation jobs.

Timescales for Raising a Complaint

You should raise your complaint as soon as reasonably possible after the event. This helps us investigate while details are still fresh and evidence is more easily available.

In relation to physical items, such as furniture, appliances, boxes and other belongings, we ask that you notify us of any concerns regarding loss or damage as soon as you become aware of them. Prompt reporting improves the chances of finding a solution, especially for moves with multiple stages or storage periods.

Our Complaints Handling Stages

Stage 1: Initial Response

Once we receive your complaint, we will acknowledge it within a reasonable period. If you raise the matter during or immediately after your move, the attending team member or coordinator may first try to resolve it informally on the spot, where appropriate and safe to do so.

If the matter cannot be resolved immediately, or if it is more serious or complex, it will be passed to a manager for further review. You will be informed when this happens.

Stage 2: Investigation

A manager or designated complaints handler will review your complaint. This may involve:

Checking booking notes, job sheets, and any signed documentation.

Speaking with the driver, porters, or office staff involved.

Reviewing photographs, inventory lists or other relevant evidence.

Considering any applicable terms and conditions that formed part of your removal agreement.

If we need more information from you, we will contact you and explain what we require. During this time, we may temporarily pause our assessment until we receive the information requested.

Stage 3: Outcome and Resolution

When our investigation is complete, we will contact you with a clear response. This will usually include:

A summary of your complaint.

The steps we took to investigate.

Our decision and the reasons for it.

Any proposed remedies or actions.

Possible outcomes may include an explanation or apology, corrective action, a review of internal procedures, or where appropriate and in line with our terms and conditions, a goodwill gesture or consideration of financial redress.

If You Are Not Satisfied With the Outcome

If you are unhappy with the outcome at Stage 3, you may ask for a further review. A different manager, who was not directly involved in the original investigation wherever possible, will examine the complaint, the handling process, and the decision reached.

We will then provide a final response. At this point our internal complaints procedure will be considered exhausted. We will always aim to be fair and transparent and to explain clearly how we reached our conclusions.

Complaints Involving Loss or Damage

For complaints about loss or damage to items during a move, we will follow this complaints procedure alongside any applicable terms, conditions and limitations that were agreed at the time of booking.

We may request photographs of the damage, proof of value, or details of pre-existing condition. For larger or more complex claims, we may need additional time to liaise with insurers or other third parties. We will keep you updated on the progress of any such investigation.

Unreasonable or Abusive Behaviour

We understand that moving can be a stressful experience and that you may feel upset if something goes wrong. Our team will always aim to remain calm, polite and professional.

However, we are not obliged to tolerate abusive, threatening or discriminatory language or behaviour. In such situations, we may limit or restrict contact, or where necessary, bring the interaction to an end and continue any correspondence in writing.

Using Your Feedback to Improve Our Service

Every complaint about our removal or man and van services is recorded and reviewed. We use this feedback to identify patterns, adjust our training, refine our procedures and improve communication with customers.

By following this complaints procedure, Dagenham Man and Van aims to resolve individual issues fairly while continually raising the standard of service for all customers who rely on us for their moves.