Complaints Procedure for Man With a Van South Lambeth

This Complaints Procedure explains how customers of Man With a Van South Lambeth can raise concerns about our services, how we will handle those concerns, and the standards you can expect from us. It applies to all removal and man and van services we provide, including household moves, small office moves, and item collection or delivery.

Our Commitment to Handling Complaints

We aim to provide a reliable, careful and efficient removal service. If something goes wrong, we want to know about it so we can put it right and improve. We treat all complaints seriously, handle them fairly and promptly, and use the outcome to review our working practices where appropriate.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service where you would like a response or resolution. This may include:

Concerns about punctuality or reliability of our drivers or teams.

Issues with care taken when handling, loading, transporting or unloading your belongings.

Disagreement over the service provided compared with what was agreed in advance.

Concerns over conduct, attitude or professionalism of staff carrying out your move.

Disputes regarding charges, waiting times, or any additional costs applied to your job.

Raising a Complaint

Where possible, please raise any concerns with the driver or team leader on the day of your move. Many issues can be resolved immediately at the time they occur.

If your concern is not resolved during the job, or you wish to raise a formal complaint, you should contact us as soon as reasonably possible after the service has been provided. Providing relevant information early helps us investigate more effectively.

Information We Need From You

To help us review your complaint thoroughly and efficiently, please provide:

Your full name and the address where the removal service was carried out.

The date and approximate time of your booking and the reference or job number if available.

A clear description of what happened and why you are dissatisfied.

Details of any damage, loss or issues with timing, conduct or pricing that you wish to highlight.

Any supporting information you may have, such as photographs or written notes made on the day.

Time Limits for Making a Complaint

We ask that complaints about our man and van or removal services are raised as soon as possible and in any case within a reasonable period after the service date. Prompt complaints help ensure that staff recollections are accurate and that any evidence, such as condition of items or property, can be properly considered.

How We Will Handle Your Complaint

Once we receive your formal complaint, we will follow these steps:

1. Acknowledge receipt of your complaint and record it in our internal system.

2. Assign your complaint to a senior member of the team, who was not directly involved in the job where possible, to ensure a fair review.

3. Gather information, which may include speaking with the driver and team members, reviewing any notes taken on the day, and considering any photographs or evidence you have provided.

4. Assess the facts and determine whether service fell below our expected standards and, if so, what action is appropriate.

Response Times

We aim to provide an initial response to your complaint within a reasonable period of receiving it. The time needed to complete an investigation may vary depending on the complexity of the issue, but we will aim to provide a full written response within a reasonable timeframe.

If for any reason we need more time, we will let you know, explain why, and give an indication of when you can expect a full response.

Possible Outcomes and Remedies

After investigating your complaint, we will explain our findings and any actions we propose to take. Depending on the nature of the complaint, outcomes may include:

An explanation of what occurred and why.

An apology where our standards have not been met.

Steps to remedy practical issues where this is possible and appropriate.

Review or adjustment of charges where justified by the circumstances.

Internal measures, such as additional staff training or changes to procedures, to reduce the risk of similar issues occurring again.

Damage and Loss Claims

If your complaint relates to loss of or damage to items during a move, we will ask for detailed information, including descriptions, photographs, and where relevant, approximate value. We will review what was agreed before the move, the way items were packed and loaded, and any contractual limits or conditions that apply to our service. Any offer of compensation, if appropriate, will take account of these factors and any applicable terms agreed at the time of booking.

Escalating Your Complaint

If you are not satisfied with the outcome or the way your complaint has been handled, you may ask for the decision to be reviewed. This review will be carried out by a senior representative who has not previously considered your complaint. We will reassess the information, consider any new details you wish to provide, and issue a final response.

Using Feedback to Improve Our Service

All complaints and serious expressions of dissatisfaction are recorded and monitored. We regularly review patterns and feedback from customers across our removal and man and van work. Where we identify recurring issues, we take steps such as additional staff training, changes to procedures, or updates to our terms and booking information to improve clarity and performance.

Changes to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements, or internal processes. The version published on our website or provided to you at the time of your complaint will set out the procedure that applies.