Paddington Man and Van Complaints Procedure

This Complaints Procedure explains how customers of Paddington Man and Van can raise concerns about our removal and moving services, and how those concerns will be handled. Our aim is to resolve issues promptly, fairly and transparently, while using feedback to improve the quality and reliability of our services.

Our Commitment to Customers

Paddington Man and Van is committed to providing a professional and courteous removal service, whether you are moving home, relocating a flat, or arranging transport for belongings within our operating area. If something goes wrong, we want to know about it so that we can put matters right where possible and prevent similar issues from occurring in the future.

We treat every complaint seriously and handle all information in line with applicable data protection requirements. Complaints are used as an opportunity to review our working practices, driver and porter training, vehicle preparation, and customer communication processes.

What Counts as a Complaint

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

Concerns about the punctuality of a move, the conduct of staff, the care taken with your belongings, the accuracy of quoted prices and final charges, the handling of property access issues, or how we communicated with you before, during or after your move.

We encourage you to raise issues as soon as possible so that they can be investigated while the details are still fresh and any evidence is easier to obtain.

How to Make a Complaint

You can submit a complaint in writing. When doing so, please provide as much detail as you can, including:

Your full name, the date of your move, the collection and delivery addresses, a clear description of what went wrong, the names or descriptions of staff involved where known, and any supporting information such as photographs, inventory lists or signed paperwork.

Providing clear and specific details helps us investigate more effectively and respond within the timescales described below.

Timescales for Raising a Complaint

We ask customers to raise complaints as soon as reasonably possible following completion of the removal service:

For service issues not involving loss or damage, you should normally contact us within 14 days of the move date. For loss or damage to items or property, you should notify us as soon as you become aware of the issue, ideally within 7 days of the move, so that we can review documentation, discuss the circumstances and consider any applicable insurance or contractual terms.

Complaints raised outside these periods will still be considered, but our ability to investigate may be limited.

What Happens After You Complain

Once we receive your complaint, we will follow these stages:

First acknowledgement: We will acknowledge your complaint in writing within a reasonable period of receiving it. This acknowledgement will confirm that we are looking into the matter and may request any additional information we need.

Investigation: A member of the management team, who was not directly responsible for the work in question where possible, will review your complaint. This may include speaking to staff involved, examining job sheets, route records, photographs, signed delivery notes, and any relevant correspondence.

Outcome: After completing our investigation, we will provide a written response setting out our understanding of the complaint, the steps we took to investigate, our findings, and any proposed resolution. We aim to provide a full written response within 28 days of acknowledging your complaint, unless there are exceptional circumstances or delays beyond our control. If more time is needed, we will inform you and provide an updated timescale.

Possible Resolutions

Depending on the nature and outcome of the investigation, resolutions may include:

An explanation or clarification of what happened, an apology where we have fallen short of our standards, corrective action relating to internal processes or staff training, practical steps to remedy a service failure where feasible, or consideration of financial remedies in line with our terms and conditions and any applicable insurance cover.

Any financial or practical remedy will be assessed on a case by case basis, taking into account the contractual terms agreed at the time of booking, the information provided before the move, and any limitations or exclusions that were explained to you.

If You Are Not Satisfied With the Outcome

If you are unhappy with the outcome of your complaint, you may request that your case is reviewed again by a senior member of the management team who was not involved in the original investigation, where possible. You should explain which aspects of the decision you disagree with and provide any new information that you believe has not been considered.

We will review the complaint, the initial investigation, and any additional evidence you supply. A further written response will then be provided, setting out the result of this review and whether the original decision is upheld, varied or overturned.

Customer Responsibilities

To help us handle complaints fairly and efficiently, we ask customers to provide accurate information, keep copies of relevant documents such as quotes, booking confirmations and inventories, notify us promptly if any issues arise during the move, and communicate with our staff in a respectful and constructive manner. We reserve the right to withdraw from communication that is abusive, threatening or unreasonable, while still fulfilling any legal or contractual duties we may have.

Continuous Improvement

Paddington Man and Van uses complaint data to review how we carry out removals, including vehicle loading practices, route planning across our service area, packing assistance, and customer support before and after moves. By learning from complaints, we aim to maintain dependable standards for local moves, long days of loading and unloading, and any repeat business from returning customers.

This Complaints Procedure does not affect your statutory rights or any rights you may have under your contract with us. It is designed to provide a clear, accessible route for raising and resolving concerns about our removal services.