Complaints Procedure

Man with Van Wandsworth Complaints Procedure

Man with Van Wandsworth aims to provide a reliable, efficient and professional removal service for every customer. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can address your concerns, put things right where possible, and improve our service for the future.

Purpose of this Complaints Procedure

This complaints procedure explains how you can raise a concern about any aspect of our man and van or removal services, how we will handle your complaint, and what you can expect from us at each stage. It applies to all customers who use our services, including home moves, office moves, and item collection or delivery jobs.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our service, whether it relates to booking, pricing, punctuality, conduct of staff, handling of items, quality of work, or after-service communication. We treat all complaints seriously, regardless of the scale of the job.

How to Make a Complaint

You can make a complaint by contacting us in writing. Please provide as much detail as possible so that we can investigate your concerns thoroughly. When submitting a complaint, please include:

Date of the removal service or booking
Address or location of collection and delivery
A clear description of what went wrong
Any relevant reference numbers or job details
Details of any conversations already held with our team
What outcome you are seeking, if known

We encourage customers to raise concerns as soon as possible after the service, ideally within 7 days. This helps us access accurate information, speak to the movers involved, and review any records while they are still recent.

Our Complaints Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log it in our internal system and carry out an initial review. We will acknowledge your complaint within a reasonable timeframe and confirm that it is being investigated. At this stage, we may ask for additional information if anything is unclear or incomplete.

Stage 2: Investigation

We will then investigate your complaint by reviewing all relevant information. This may include:

Booking details and job notes
Correspondence between you and our team
Feedback from the driver or removals team involved
Any photographs or evidence you have supplied

Our goal is to understand what happened, why it happened, and whether we met our service standards and obligations. We aim to complete the investigation and provide a full response within a reasonable period, depending on the complexity of the issue.

Stage 3: Response and Outcome

After the investigation, we will contact you with a clear explanation of our findings and any actions we propose to take. Where a complaint is upheld, possible outcomes may include:

An apology and explanation
Corrective action to complete or improve the service
Internal changes to procedures or training
Consideration of goodwill gestures where appropriate

If we do not uphold your complaint, we will explain the reasons based on the evidence available. In all cases, we will aim to respond in a fair, transparent and respectful manner.

Timescales

We aim to acknowledge all written complaints promptly and to provide a full written response after we have carefully reviewed the matter. Complex complaints may take longer to investigate, but we will keep you informed if we need additional time. Our priority is a thorough and fair assessment rather than a rushed response.

Your Responsibilities When Making a Complaint

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

Provide honest, accurate and complete information
Remain respectful in all communications
Allow us reasonable time to investigate and respond
Notify us promptly of any new information or evidence

We reserve the right to end communication if behaviour becomes abusive or threatening towards our staff.

Claims for Damage or Loss

If your complaint relates to damage or loss of items during a removal job, please tell us as soon as possible. In such cases, we may ask for:

Photographs of the damage
Proof of ownership or value where relevant
A detailed description of how and when the issue was noticed

We will review the circumstances and our records to determine whether the damage is likely to have occurred during the move and whether we may be responsible under our service terms.

Continuous Improvement

We use feedback and complaints to review our performance and identify areas for improvement across our moving services. This may include changes to staff training, handling procedures, booking processes, or communication practices. Your comments, whether positive or negative, help us enhance the experience for future customers.

Privacy and Confidentiality

All complaints are handled in line with our general approach to privacy. Information you provide in relation to a complaint is used only for investigating and responding to your concerns, for monitoring our service quality, and for training or improvement purposes where appropriate. We will not share your details externally except where required by law.

Review of this Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair and appropriate for customers using our man and van and removal services. We may update it from time to time to reflect changes in practice or feedback received.

Man with Van Wandsworth is committed to dealing with all complaints professionally and constructively. If you feel that our service has fallen short of your expectations, we encourage you to tell us so we can work towards a resolution.