Complaints Procedure for Man with Van South Norwood

Man with Van South Norwood is committed to delivering a reliable, courteous and professional removal service. We aim to resolve any issues quickly and fairly. This Complaints Procedure explains how you can raise a concern about our services and how we will handle your complaint from start to finish.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for customers who are dissatisfied with any aspect of our service. This includes local and longer-distance removals, man and van services, packing, loading, transport, unloading, and related activities carried out by our team.

We use all feedback, including complaints, to review and improve the quality, safety and consistency of our services.

What is a Complaint

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

Service delivery, including punctuality, conduct of staff, handling of goods, or adherence to agreed arrangements. Quality of work, such as packing, loading, transportation or unloading of items. Communication before, during or after the move, including clarity of quotes and terms. Charges or billing issues where you believe an error has occurred. Any other aspect of our removal or man and van services that you feel did not meet your reasonable expectations.

Raising an Informal Concern

In many cases, issues can be resolved quickly and informally. If a concern arises during a move or shortly after, please raise it with the team member in charge on the day, or with our office at the earliest opportunity.

Informal concerns allow us to put things right promptly where possible, such as addressing small issues during loading or unloading, clarifying misunderstandings, or providing additional information about the service provided.

How to Make a Formal Complaint

If your concern cannot be resolved informally, or you prefer to make a formal complaint, you should do so as soon as possible after the issue arises. This helps us investigate while events are still fresh and records are readily available.

When making a complaint, please provide the following information so we can review your case thoroughly:

Your full name and the address where the service was carried out. The date of your move or booking. A clear description of what went wrong and when it happened. Any relevant supporting information, such as inventory details, photos of damage, or reference numbers. What outcome you are seeking, for example an explanation, apology, correction of an error, or review of charges.

We encourage you to submit your complaint in writing so that we have a clear record of your concerns and can respond in a structured way.

Our Complaint Handling Stages

We handle complaints in three main stages. Our aim throughout is to be fair, transparent and timely.

Stage 1 – Acknowledgement

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint, outline the next steps, and provide an estimated timescale for a full response.

Stage 2 – Investigation and Response

We will investigate your complaint by reviewing relevant documents, booking records, photographs, and any communication associated with your move. Where appropriate, we may speak with the staff who attended your property or managed your booking.

After completing our investigation, we will provide a written response. This will usually include:

A summary of your complaint as we understand it. Details of the investigation carried out. Our findings and whether your complaint has been upheld in full, in part, or not upheld. Any actions we propose to take, such as an explanation, apology, corrective work, review of internal procedures, or consideration of compensation where appropriate.

We aim to respond in full within a reasonable period. If we need more time, we will let you know and explain the reason for the delay.

Stage 3 – Review of the Outcome

If you are not satisfied with our Stage 2 response, you may request a review. In your request, please explain why you remain dissatisfied and what you believe has not been properly considered.

Where possible, a different person, not involved in the original investigation, will review the complaint, the evidence and the previous response. Following this review, we will write to you with our final position and explain the reasons for our decision.

Time Limits for Complaints

We ask that complaints about our moving or man and van services are raised within a reasonable time, and normally no later than 12 months after the date of the service. This time limit helps ensure that information is still available and that we can carry out a fair and accurate investigation.

Fairness, Confidentiality and Data Protection

All complaints are handled fairly and without discrimination. We assess each complaint on its individual merits, taking into account the circumstances of the move and the information provided by all parties.

We treat complaint information as confidential and only share it within the company on a need-to-know basis, for the purpose of investigating and resolving your concern. Any personal data collected during the complaints process will be handled in line with our obligations under relevant data protection laws.

Use of Complaints to Improve Our Service

We view complaints as an important source of feedback, helping us to identify areas for improvement in our removal services, staff training, customer communication and operational processes.

Where a complaint highlights a recurring issue, we may review our procedures, update staff guidance, or adjust our service arrangements to help prevent similar problems in future.

Limitations of this Procedure

This Complaints Procedure is intended to address concerns about the quality and delivery of our services. It does not replace or limit any rights you may have under consumer law or any applicable terms and conditions agreed at the time of booking.

If your complaint relates to potential insurance claims for loss or damage, we will explain the separate steps that may apply under the relevant policy or terms of carriage. Time limits or documentation requirements may apply to such claims, and we will advise you of these where relevant.

Contacting Us About a Complaint

If you wish to raise a concern or make a formal complaint about Man with Van South Norwood and the services we have provided, please contact us using your preferred written method. Clearly mark your message as a complaint so we can direct it to the appropriate person and begin our complaints process without delay.

We are committed to listening to your concerns, dealing with them fairly, and using your feedback to enhance the quality of our removal and man and van services.