Man with Van Roehampton Complaints Procedure

This Complaints Procedure explains how customers of Man with Van Roehampton can raise concerns about our man and van and removal services, and how we will respond. Our aim is to provide a clear, fair and timely process for resolving any problems that may arise before, during or after your move.

Our Commitment

We are committed to providing a reliable, professional and respectful service on every job. If something goes wrong, we want to know about it so we can put it right where possible and improve our services for the future. All complaints are taken seriously, handled confidentially, and reviewed by an appropriate person within the business.

What Counts as a Complaint

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

Concerns about punctuality, conduct or attitude of drivers or porters. Issues with how your belongings were handled, loaded, transported or unloaded. Disputes about the service you received compared with what you believed had been agreed. Concerns about charges, invoices or additional costs. Problems with communication before, during or after your move. Any other matter where you feel we have not met the standard of service you expected.

You do not need to use any specific language or formal wording to raise a complaint. If you tell us that you are unhappy and want us to look into it, we will treat it as a complaint.

How to Make a Complaint

You can raise a complaint in writing. Written complaints help us keep an accurate record of the issues and our response. Please include as much detail as possible about the service, including dates, locations, and what went wrong from your point of view.

So that we can investigate properly, please provide the following information where possible: your full name, reference or booking details, date and approximate time of the service, the area or address where the service took place, a clear description of the issue, any steps already taken to raise the matter with our team, what outcome you are hoping for, such as an explanation, apology or review of charges.

If your complaint relates to possible damage or loss, you should tell us as soon as practicable after you become aware of the issue. Where possible, keep any relevant evidence, such as photographs, packing materials or receipts.

Timescales for Raising a Complaint

We encourage customers to raise any concerns at the earliest opportunity. Complaints about service quality, conduct or timing should normally be raised within a reasonable period after the move or collection has taken place. Complaints about damage or loss should be raised as soon as you notice the problem so that we can investigate while the events are still recent, and any evidence is more easily obtained.

How We Handle Your Complaint

When we receive your complaint, we will log it and begin an initial review. Our process is as follows:

Acknowledgement: We will acknowledge receipt of your complaint within a reasonable timeframe. Our acknowledgement may request further information if we need it to investigate properly.

Investigation: We will look into the issues you have raised. This may involve speaking with the staff involved in your move, reviewing booking details and work notes, considering any photographs or evidence provided, and where appropriate, assessing relevant policies and procedures.

Response: Once the investigation is complete, we will provide a written response explaining our findings. Where we identify that something went wrong on our side, we will explain what happened and what we will do to put matters right as far as reasonably possible.

Possible Outcomes

Depending on the nature of your complaint and the outcome of our investigation, we may offer one or more of the following:

A clear explanation of what happened and why. An apology where we have fallen short of our standards. Practical steps to put the situation right where feasible. A review of charges where we find that an error has occurred. Information about any changes we will make to our procedures or staff training.

Any offers of goodwill or remedies are made at our discretion and will take into account the specific circumstances of your move, our terms and conditions, and any relevant limitations of liability.

If You Are Not Satisfied

If you are unhappy with our response, you can ask us to review your complaint again. When doing so, please tell us why you disagree with our findings or the outcome, and provide any additional information or evidence you would like us to consider.

We will conduct a further review where appropriate and provide you with a final position. While we aim to resolve complaints directly with our customers, you may also have the option to seek independent advice regarding your rights under consumer law.

Confidentiality and Data Protection

All complaints are handled in line with our obligations under data protection legislation. Information you provide will be used only for the purpose of investigating and resolving your complaint, improving our services, and meeting legal or regulatory requirements where applicable. We will only share complaint details with those who need to know in order to respond to your concerns.

Continuous Improvement

Complaints and feedback help us identify areas for improvement in our man and van and removal services across the areas we serve. We review complaint patterns periodically to highlight any recurring issues, update our procedures, and provide additional staff training where needed.

By following this Complaints Procedure, Man with Van Roehampton aims to deal with all concerns in a fair, transparent and timely way, supporting both our customers and our team in delivering a consistently high standard of service.