Complaints Procedure

Canary Wharf Man and Van Complaints Procedure

Canary Wharf Man and Van aims to provide a reliable and professional removals and man and van service for all customers. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.

1. Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for dealing with complaints from customers who use our moving, packing, loading, unloading, or man and van services. Our aims are to:

Ensure complaints are taken seriously and handled promptly.
Offer a structured process for investigating and resolving issues.
Learn from feedback to improve our removal and transport services.

This procedure applies to all customers of Canary Wharf Man and Van, whether you booked a local move, long-distance journey, item collection, or any other removal-related service.

2. What Counts as a Complaint

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

Concerns about the quality of our removal, packing, or delivery services.
Issues with punctuality, conduct, or professionalism of our staff and drivers.
Problems relating to the condition of items or property during loading, transit, or unloading.
Disputes regarding charges, estimates, or invoices.
Dissatisfaction with how a previous concern or query was handled.

Raising a simple query or requesting information about our services does not count as a complaint, but we will still respond and assist you as quickly as possible.

3. How to Make a Complaint

You can make a complaint in writing or by speaking to us. We encourage you to raise any issue as soon as possible after the event so that details remain clear and we can respond quickly. When you contact us, please provide:

Your full name and the name under which the booking was made.
The date of your move or service and, if known, the job reference.
A clear description of what went wrong and when it happened.
Details of any conversations already held with our team about the matter.
What outcome or solution you would consider fair.

Submitting your complaint in writing, where possible, helps us keep an accurate record and ensure that we fully understand the situation.

4. Our Complaint Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log it in our internal system and arrange for an initial review. We aim to acknowledge your complaint within a reasonable timeframe, confirming that we have received your concerns and outlining the next steps.

During this stage we may contact you to clarify any details, gather further information, or request supporting evidence such as photographs, inventory lists, or copies of relevant documents.

Stage 2: Investigation

Your complaint will then be investigated by an appropriate member of our management team who is not directly involved in the issue wherever possible. As part of the investigation we may:

Review your booking details, inventory, and terms agreed at the time of booking.
Speak with the driver, porters, or team members involved in your move.
Check any notes, photographs, or other records created on the day of service.
Assess whether our agreed procedures and service standards were followed.

We aim to complete the investigation and provide you with a response within a reasonable timeframe, taking into account the complexity of the matter and the information required.

Stage 3: Response and Proposed Resolution

Once our investigation is complete, we will provide you with a clear, written response. This will typically include:

A summary of the complaint and the issues you raised.
An explanation of the findings from our investigation.
Our decision and, where appropriate, an apology.
Details of any proposed remedy or steps we will take.

Depending on the circumstances, possible outcomes may include an explanation, an apology, service improvements, or in some cases financial or practical remedies in line with our terms and conditions.

Stage 4: Escalation

If you are not satisfied with our response at Stage 3, you may ask us to review the decision. Your request for escalation should set out which aspects of the outcome you disagree with and why. Where appropriate, a different senior manager will conduct a further review of your complaint and our handling of it.

After this review, we will write to you with our final position. At this point our internal complaints process will usually be considered exhausted.

5. Timescales

We aim to handle complaints as quickly as is reasonable. Actual timescales will depend on the nature and complexity of the matter, but our general approach is as follows:

Acknowledge receipt of your complaint within a short period.
Complete the initial investigation and respond as soon as practical.
Handle any escalation request within a further reasonable period.

If, for any reason, we expect our investigation to take longer, we will inform you and provide an update on progress.

6. Evidence and Cooperation

You can help us resolve your complaint efficiently by supplying as much relevant information as possible. This may include:

Photographs of any alleged damage to items or property.
Copies of quotes, invoices, inventories, or correspondence.
Notes of any discussions with team members on the day of your move.

We also expect customers to cooperate with our investigation, respond to requests for information, and treat our staff with courtesy and respect throughout the process.

7. Complaints Involving Damage or Loss

If your complaint concerns damage to goods or property, or loss of items during a removal or man and van service, it is important that you inform us as soon as you become aware of the issue. In many cases, we may request photographs and a list of the items affected.

Any resolution in such cases will be subject to our terms and conditions, including any limitations of liability, exclusions, and requirements for proof of value. We will explain how these apply when providing our response.

8. Confidentiality and Data Protection

All complaints will be handled in line with our obligations regarding confidentiality and data protection. Information will only be shared with team members or third parties who need it to investigate or resolve the matter, or where we are legally required to disclose it.

9. Learning from Complaints

We treat complaints and feedback as an important part of monitoring and improving the quality of our removals and man and van services. Where appropriate, we may use information from complaints to:

Review staff training and supervision.
Update procedures for packing, loading, and transport.
Improve our communication with customers before, during, and after moves.

Our goal is to reduce the likelihood of similar issues occurring in the future and to maintain a consistent, high standard of service.

10. Policy Review

This complaints procedure is reviewed periodically to ensure it remains clear, fair, and effective for customers using our moving and man and van services. Updated versions will apply from the date they are published.

By using our services, you acknowledge that you have the right to raise any concerns and that Canary Wharf Man and Van will handle those concerns in line with this complaints procedure.