Canary Wharf Man and Van Complaints Procedure
Canary Wharf Man and Van is committed to providing reliable and professional man and van and removals services. We aim to handle every move with care and attention, but we recognise that sometimes things may not go as planned. This complaints procedure explains how you can raise a concern, how we will deal with it, and what you can expect from us at each stage.
Purpose of This Complaints Procedure
The purpose of this procedure is to provide a clear, fair and accessible process for resolving issues related to our removal and man and van services. It applies to all customers who have booked or used our services, including home moves, office removals, item transport and related loading and unloading work.
We use feedback and complaints to improve our services, staff training and communication, so that future moves are handled as smoothly as possible.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, vehicles, communication or conduct, where you expect a response or resolution. Examples include:
Service delays or missed arrival times for your move
Concerns about the handling, loading or unloading of your belongings
Damage or loss of items during a move
Concerns about staff attitude, behaviour or professionalism
Disputes about prices, charges or what was agreed for your removal service
This procedure does not cover general enquiries, requests for quotes or simple service adjustments, which are handled as standard customer service queries.
How to Make a Complaint
You can raise a complaint in writing to our customer service team. Please provide as much detail as possible so that we can investigate thoroughly and respond accurately.
When submitting your complaint, include:
Your full name and the address where the service was carried out
The date and time of your move or booking
A clear description of what went wrong and when it happened
Any relevant job reference, invoice or booking number
Details of any conversations you have already had with our team
Any supporting information such as photographs of damage, inventory lists or written notes
Stating what outcome you are seeking can also help us understand how best to resolve the issue.
Time Limits for Making a Complaint
We ask that you submit your complaint as soon as possible after the issue occurs. This helps us to obtain accurate information from the team involved and to review any relevant records. If your complaint relates to damage or loss of items, you should notify us promptly so that we can investigate while the details are still clear.
How We Handle Your Complaint
We aim to manage complaints involving our man and van and removal teams in a structured and transparent way. Our process usually consists of the following stages:
Receipt and acknowledgement
We will acknowledge your complaint in writing within a reasonable time. The acknowledgement will confirm that we have received your complaint and provide an outline of the next steps and expected timescales.
Initial review
A member of our management team will review your complaint, gather information from any removal staff involved, check job records, booking details and any supporting evidence provided.
Investigation
Where necessary, we will conduct a more detailed investigation. This may include speaking with drivers and porters, reviewing schedules, examining photographs and checking any agreed service scope. We aim to complete investigations promptly, but the time required will depend on the complexity of the issue.
Response and outcome
Once the investigation is complete, we will send you a written response. This will explain our findings, whether your complaint has been upheld in full or in part, and any proposed resolution. Where appropriate, this may include an apology, an explanation, corrective action, a goodwill gesture or other remedy based on the circumstances.
Timescales
We aim to resolve most complaints as quickly as possible. Straightforward issues may be resolved within a few working days. More complex complaints, especially those involving alleged damage or loss during a move, may take longer to investigate. If we need more time, we will update you with a revised timescale and the reasons for any delay.
Resolution and Remedies
Our goal is to reach a fair and reasonable outcome for all parties. Depending on the nature of your complaint, possible resolutions might include:
A clear explanation or clarification where there has been a misunderstanding
An apology and assurance that steps will be taken to prevent a similar issue in future
Corrective action, such as revisiting a property to complete agreed tasks where feasible
Consideration of appropriate redress in line with our terms and conditions and any applicable limitations
Every complaint is considered on its own facts, taking into account the service booked, the work carried out and the evidence available.
Escalating Your Complaint
If you are not satisfied with the outcome of the initial investigation, you may ask for your complaint to be reviewed by a senior member of our management team. When requesting an escalation, please explain why you are unhappy with the first decision and what you believe would be a fair resolution.
The escalated review will focus on whether the original investigation was thorough and whether the outcome was reasonable in light of the evidence. After this review, we will provide a final written response.
Customer Responsibilities
To help us deal with your complaint effectively, we ask that you:
Provide clear, accurate and complete information
Keep any relevant documents and evidence safe
Communicate with our team in a respectful and constructive manner
Respond promptly if we request further details during our investigation
Using Complaints to Improve Our Services
Feedback from customers is an important part of how we improve our removals and man and van services. We regularly review complaints, look for patterns and identify areas where we can strengthen our training, processes or communication. By following this procedure, you help us maintain and improve standards for all customers using our moving and transport services.
Changes to This Complaints Procedure
We may update this complaints procedure from time to time to reflect changes in our services, internal processes or applicable legal requirements. The version published here will always be the most current description of how Canary Wharf Man and Van manages complaints.
