Complaints Procedure for Man and a Van Streatham Removals
Man and a Van Streatham is committed to providing a reliable and professional removals service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can tell us if you are unhappy with any part of our service, what information we need from you, and how we will investigate and resolve your concerns.
Purpose of This Complaints Procedure
The purpose of this procedure is to give customers a clear and fair process for raising and resolving complaints about our man and van and removal services. We use feedback and complaints to improve our working practices, staff training and overall customer experience.
This procedure applies to all aspects of our work, including local moves, longer-distance removals, packing and loading, handling of belongings, timings, staff conduct, and customer service before, during and after your move.
What Counts as a Complaint
A complaint is any expression of dissatisfaction with our services, whether reasonable or not, that requires a response. This may include, but is not limited to:
Issues with punctuality, delays or missed appointments during your move.
Concerns about the handling, loading, unloading or transportation of your belongings.
Damage to property or items during collection, transit or delivery.
Disputes regarding quotations, charges, payments or agreed services.
Concerns about the behaviour, professionalism or attitude of any member of our team.
Problems with communication, including clarity of information or failure to respond.
If you are unsure whether your concern is a complaint, you are still encouraged to contact us so we can help.
How to Make a Complaint
You can make a complaint verbally or in writing. We encourage written complaints where possible so that we have a clear record of the issue and the details provided.
When submitting your complaint, please include:
Your full name and preferred method of contact.
The date and location of the move or service.
A clear description of your concern, including what happened and when.
Names or descriptions of any staff involved, if known.
Details of any damage, loss or additional costs incurred.
Any supporting information that may help us investigate, such as photos, inventory lists, or copies of booking confirmations and invoices.
Raising your concerns as soon as possible after the issue arises helps us investigate more effectively and reach a fair outcome.
Our Complaints Handling Stages
Stage 1: Initial Acknowledgment
Once we receive your complaint, we will record it and acknowledge receipt. We aim to acknowledge complaints promptly. In our acknowledgment, we will confirm that we have received your complaint and outline the next steps in the process.
Stage 2: Investigation
Your complaint will be reviewed by a responsible person within Man and a Van Streatham, who is not directly involved in the matter wherever possible. The investigation may include:
Reviewing your booking details, job sheets and any written agreements.
Speaking with the staff involved in your move or service.
Examining any relevant photographs, condition reports, or item lists.
Assessing any evidence you have provided regarding damage, loss or delays.
We aim to complete this investigation within a reasonable timeframe. If the matter is complex or requires further time, we will keep you updated on progress.
Stage 3: Response and Outcome
When the investigation is complete, we will send you a written response explaining:
Our understanding of your complaint and the issues raised.
The findings of our investigation.
Any decision we have reached about your complaint.
Any proposed resolution or remedy, where appropriate.
Possible outcomes may include an explanation, an apology, a corrective action, a goodwill gesture or, where justified and in line with our terms, compensation for proven loss or damage.
Stage 4: Further Review
If you are not satisfied with our response, you may request a further review. In your request, please explain why you disagree with our decision and provide any additional information you feel is relevant.
We will then arrange for a second review by a senior member of our team not previously involved in handling your complaint. Following this review, we will provide a final written response setting out our position.
Timescales
We aim to handle complaints as quickly and fairly as possible. While exact timescales may vary depending on the nature and complexity of the complaint, our general approach is as follows:
Acknowledge your complaint promptly.
Complete the initial investigation and respond within a reasonable timeframe.
If more time is needed, we will let you know and explain why.
Complete any further review as promptly as circumstances allow.
Supporting Evidence and Access
We may ask for additional information or evidence to help us understand and resolve your complaint. This could include photographs, receipts, proof of value, or any relevant correspondence. We encourage you to keep any damaged items and packaging until your complaint is fully resolved, in case inspection is required.
Our Commitment to Fairness and Improvement
Man and a Van Streatham treats all complaints seriously and handles them with confidentiality and respect. Making a complaint will not affect the standard of service you receive from us in future.
We regularly review complaints and feedback to identify patterns, improve our removals processes, provide staff training and enhance the overall quality and reliability of our services.
Data Protection and Confidentiality
All information you provide as part of your complaint will be handled in line with applicable data protection requirements. Details of your complaint will only be shared with those who need the information in order to investigate and resolve the issues raised.
Using This Procedure
This complaints procedure is intended to give you confidence that, should a problem arise with your move or our man and van services, it will be taken seriously and handled in a structured and transparent way. We encourage you to raise concerns so that we can put things right where we have fallen short and continue to improve the service we offer to customers in our operating area.
