Complaints Procedure

Paddington Man and Van Complaints Procedure

This complaints procedure explains how Paddington Man and Van manages and resolves concerns about our removal and man and van services. Our aim is to deal with all issues fairly, promptly and consistently, so that every customer understands what to expect if they are dissatisfied with any part of our service.

Our commitment to resolving complaints

We value feedback from customers because it helps us improve our home and office removal services. If you raise a concern, we will treat it respectfully and will not reduce the level of service you receive in the future. We will always try to resolve any problem informally first, but when that is not possible, this formal procedure will apply.

What counts as a complaint

A complaint is any expression of dissatisfaction about our service, whether it relates to removals, packing, loading, unloading, storage handling, punctuality, staff conduct, communication or how we manage your booking. You may complain if you believe we have:

Failed to provide a service we agreed to deliver.

Provided a service that did not meet the standards you reasonably expected from a professional removal company.

Acted in a way that you consider to be unprofessional, discourteous or misleading.

Failed to follow our stated terms and conditions, including the handling of goods in transit.

Matters not covered by this procedure

This procedure does not cover general service enquiries, requests for quotations or routine questions about bookings. It also does not replace our terms and conditions relating to liability, insurance, delays beyond our control or limitations on compensation. Those matters will be dealt with under the contract agreed for your move.

How to make a complaint

You can raise a complaint in writing, by phone or in person. So that we can investigate efficiently, please provide as much detail as possible, including:

Your full name and the address where the service was provided.

The date of your move or scheduled booking.

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

Details of any staff members involved, if known.

Any supporting information such as photographs, inventories or job references.

If you raise a concern during a move, please make our team leader aware immediately so that we have the opportunity to address the issue on the day wherever possible.

Stage 1: Initial review and informal resolution

Once we receive your complaint, we will acknowledge it and carry out an initial review. Where the matter is straightforward, we will aim to resolve it informally at this stage, which may involve:

Discussing the issue with the team who completed your job.

Checking documentation such as the quote, inventory or job sheet.

Reviewing any photographs or evidence you provide.

We will aim to provide an initial response within a reasonable timeframe, explaining what we have found and any steps we propose to take. If you are satisfied with this outcome, the complaint will be closed.

Stage 2: Formal investigation

If your complaint is more complex, involves a potential claim, or you are not satisfied with the outcome at Stage 1, we will escalate it to a formal investigation. This will be handled by a senior member of our team who was not directly involved in the original job.

During the formal investigation we may:

Review all relevant paperwork and job records.

Take statements from staff involved in your move.

Request additional information or clarification from you.

Assess whether our service met our internal standards and contractual obligations.

Once the investigation is complete, we will provide a written outcome explaining:

Our understanding of your complaint and the key issues.

The findings of our investigation.

Whether the complaint is upheld in full, upheld in part or not upheld.

Any proposed remedies or steps we will take to put matters right where appropriate.

Possible outcomes and remedies

If we find that our service did not meet the standards we aim to deliver as a professional removal company, we may offer one or more of the following, depending on the circumstances and subject to our terms and conditions:

An explanation, clarification or apology.

Corrective action, such as returning to complete work that was not carried out as agreed where this remains practicable.

Consideration of a goodwill gesture where appropriate.

Consideration of compensation, where our contractual responsibilities and limitations allow and where there is clear evidence of loss directly caused by our actions.

We will always explain the reasons for our decision and how it relates to the information we have gathered.

Time limits for raising a complaint

We ask that complaints related to a specific removal job are raised as soon as reasonably possible, and ideally within a short period after the service has been completed. Prompt notification helps us to investigate effectively, preserve evidence and identify any issues in our processes.

In some cases, our contract or terms and conditions may contain specific time limits for reporting loss or damage to goods. Those contractual time limits will apply alongside this general complaints procedure.

Your responsibilities during the process

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

Provide accurate and complete information about what has happened.

Respond to requests for further details in a timely manner.

Treat our staff with respect and allow us reasonable time to investigate.

Cooperate with any reasonable steps we suggest to resolve the matter.

Continuous improvement

We regularly review complaints to identify patterns, training needs and opportunities to improve our removal and man and van services. Lessons learned from complaints may lead to changes in procedures, staff training, vehicle preparation, packing standards or communication with customers.

By following this complaints procedure, Paddington Man and Van aims to handle every concern in a fair, transparent and consistent way, while using your feedback to maintain and enhance the quality of our removal services.