Complaints Procedure

Complaints Procedure for Man with Van Southfields

Man with Van Southfields is committed to providing reliable, professional and courteous removal services. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will investigate it, and what you can expect from us throughout the process.

Our Commitment to Resolving Complaints

We treat every complaint seriously and see feedback as an opportunity to improve our house removals, flat moves and man and van services. We will always aim to resolve issues quickly, fairly and in a way that is transparent to you. We will handle your complaint politely, keep you informed, and do our best to reach a satisfactory outcome.

What This Procedure Covers

This complaints procedure applies to all customers who have used, or attempted to use, our moving or collection services. You can complain about any aspect of our service, including booking, communication, punctuality, conduct of staff, handling of possessions, or charges. If you are unsure whether your concern is covered, you may still raise it and we will guide you.

Raising a Complaint

We encourage you to raise any issue as soon as possible, ideally on the day of your move or shortly afterwards. Early notification allows us to investigate while details are still clear and, where possible, to put things right straight away.

You may submit a complaint in writing or verbally. When making a complaint, please provide the following information so that we can investigate effectively:

The date and approximate time of your move or collection, the address or area where the service took place, a clear description of what went wrong, the names of any staff involved if known, and any supporting information such as photographs or inventory notes. The more detail you can provide, the easier it will be for us to understand what happened.

Informal Resolution

Many issues can be resolved quickly through informal discussion. If you feel comfortable doing so, please first raise your concern with the team member or coordinator you have been dealing with. They may be able to offer an immediate explanation, correction or practical solution.

If the issue is resolved to your satisfaction at this stage, we will record the matter internally as feedback so that we can learn from it. If you are not satisfied with the response, or if the issue is more serious, you can escalate it as a formal complaint.

Formal Complaint Process

If your complaint cannot be resolved informally, we will treat it as a formal complaint. Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe and confirm that an investigation has begun.

A designated person will review your complaint, gather any relevant information, speak to the staff involved, and assess any available evidence such as job records or photographs. We may contact you during this process to clarify details or request additional information.

Investigation and Response Timescales

We aim to complete our investigation and respond to you within a reasonable period, taking into account the complexity of the issue and the availability of information. If, for any reason, we expect a delay, we will let you know and explain why more time is needed.

Once the investigation is complete, we will provide you with a clear written or verbal response. This will include a summary of your complaint, the findings of our investigation, any conclusions we have reached, and any actions we propose to take.

Possible Outcomes and Remedies

Depending on the nature of the complaint and the outcome of our investigation, possible remedies may include an explanation or apology, corrective action to prevent a similar issue in future, adjustments to the service we provide, or a goodwill gesture where appropriate. Any remedy will be considered on a case by case basis and will be proportionate to the circumstances.

If You Are Not Satisfied With the Outcome

If you remain dissatisfied after receiving our formal response, you may ask us to review the decision. When requesting a review, please clearly explain why you disagree with the outcome and provide any additional information that you feel has not been considered.

We will arrange for a further review by someone who was not directly involved in the original investigation wherever possible. After this review, we will provide a final response outlining our position.

Conduct During the Complaints Process

We expect all parties to behave respectfully during the complaints process. Our team will treat you with courtesy, listen carefully to your concerns and keep you informed. In return, we ask that you communicate calmly and provide accurate information so that we can deal with your complaint effectively.

Confidentiality and Data Protection

All complaints will be handled confidentially. Information you provide will only be shared with those who need it to investigate and resolve your complaint. We will store and process your information in line with our data protection responsibilities and retain complaint records for an appropriate period.

Using Feedback to Improve Our Services

Complaints and customer feedback play an important role in improving our removal services. We regularly review complaint trends to identify areas for training, changes in procedures or improvements in how we plan and deliver moves. By raising concerns, you help us maintain a high standard of service for all customers.

This complaints procedure is designed to be fair, clear and accessible. If anything in this procedure is unclear, or if you need assistance in raising a complaint, please let us know so we can support you.