Complaints Procedure

Man With a Van Southfields Complaints Procedure

Man With a Van Southfields is committed to providing reliable, professional and courteous removal and transport services. 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, learn from the experience and improve our service. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at every stage.

Purpose and Scope

This procedure applies to all customers who use our man and van, moving, or delivery services. It covers complaints about the standard of our work, communication, conduct of our team, punctuality, handling of goods, and any aspect of the removal process that you believe has fallen below a reasonable and professional standard.

This procedure does not cover general enquiries, requests for quotes, or routine booking changes. Those should be made through our normal contact channels. If you are unsure whether your issue is a complaint, please contact us and we will guide you.

Our Commitments

When you raise a complaint with Man With a Van Southfields, we will:

Listen carefully to your concerns and treat you with respect and courtesy at all times. Record the details of your complaint clearly and accurately. Acknowledge your complaint promptly. Investigate your complaint fairly, objectively and without delay. Keep you informed of progress and likely timescales. Provide a clear explanation of our findings and any decision we reach. Where appropriate, offer a suitable remedy or resolution.

How to Make a Complaint

You can make a complaint verbally or in writing. To help us deal with your concerns as quickly and effectively as possible, please provide the following information when you first contact us:

Your full name and the name under which the booking was made. The date and time of your move or transport service. The address where the service took place and, if applicable, the collection and delivery addresses. A clear description of what went wrong, including relevant dates, times and the names of any staff you dealt with, if known. Any supporting details, such as photographs or an inventory, if your complaint involves damage or loss.

We encourage you to raise any concerns as soon as possible after the event so that we can investigate while details are still fresh and records are readily available.

Initial Resolution

In many cases, issues can be resolved quickly and informally with the team member you are dealing with or the person responsible for managing your move. If you raise a concern on the day of your move, our first step will usually be to try to resolve it there and then, where possible and safe to do so.

If you are not satisfied with the response, or if the matter cannot be resolved informally, you may ask for your concern to be treated as a formal complaint under this procedure.

Formal Complaint Process

Once we receive your formal complaint, we will:

Acknowledge receipt of your complaint within a reasonable timeframe. This acknowledgement will confirm that we have received your complaint and are beginning our investigation. Review all relevant information, including booking details, schedules, communications, and, where necessary, statements from staff involved in your move. Assess the complaint fairly and objectively, considering all the circumstances and any evidence provided.

We aim to provide a full response to most complaints within a reasonable period. If your complaint is complex or requires more detailed investigation, we will let you know and give you an updated timescale.

Outcome and Resolution

When our investigation is complete, we will write to you with a clear explanation of the outcome. This will include:

A summary of the complaint and the issues investigated. The findings of our investigation. Any conclusions we have reached. Any steps we propose to take to put things right, if appropriate.

Possible outcomes may include an apology, a clarification of what happened, corrective action on future bookings, or, where justified and in line with our terms and conditions, a financial or practical remedy. Each case will be considered on its own facts, and any remedy will be proportionate to the issues identified.

If You Remain Dissatisfied

If you feel that your complaint has not been handled fairly or that the outcome does not address your concerns, you may ask for your complaint to be reviewed. When requesting a review, please explain why you are dissatisfied with the initial decision and what outcome you are seeking.

A review will involve a reconsideration of the original complaint, the investigation and the decision reached. We will then provide you with a final written response setting out our position.

Complaints Involving Damage or Loss

If your complaint relates to damage to or loss of items during a move, please make this clear when you first contact us. To assess these complaints properly, we may need additional information from you, such as photographs, proof of value or an inventory. All such complaints will be considered alongside our terms and conditions, which set out the basis on which we provide our services and any limits on our liability.

Confidentiality and Data Protection

All complaints are handled in confidence. Information will only be shared with those who need it to investigate and resolve your complaint or to meet legal or regulatory obligations. Any personal data you provide to us in connection with a complaint will be processed in line with applicable data protection requirements.

Continuous Improvement

We value feedback from our customers and view complaints as an important source of information for improving our removal and transport services. We may use anonymised information from complaints to identify trends, refine our procedures and provide additional training to our staff where needed.

By following this complaints procedure, Man With a Van Southfields aims to ensure that your concerns are addressed promptly, fairly and consistently, and that your experience helps us continue to raise our standards of service.