Man with Van Roehampton Complaints Procedure

Man with Van Roehampton aims to provide a reliable and professional removal service for every customer. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can put things right, learn from the experience, and improve our services. This complaints procedure explains how to raise a concern and what you can expect from us in response.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear, fair, and accessible process for customers who are dissatisfied with any part of our removal or man and van services. It covers the way we handle your complaint, the timescales involved, and the possible outcomes. Our goal is to resolve issues quickly and effectively wherever possible.

What Counts as a Complaint

A complaint is any expression of dissatisfaction from a customer about our services, whether it relates to booking, pricing, punctuality, conduct of staff, handling of items, damage or loss, communication, or after-care. You do not need to use specific language or refer to this document for your concern to be treated as a complaint. If you tell us you are unhappy with our service and would like us to address it, we will log and manage it as a complaint.

How to Raise a Complaint

You can raise a complaint in writing using any of our normal contact methods. Please provide as much information as possible so that we can investigate properly. This should include your full name, the date of your move, the collection and delivery locations, a clear description of what went wrong, and details of any losses or damage you believe occurred. If you have supporting information such as photographs, inventory notes, or correspondence relating to your move, please refer to these in your written complaint.

Making your complaint in writing helps us understand the details clearly and ensures there is a record of the issues you have raised and the responses we provide.

When to Make a Complaint

We encourage you to raise any concerns as soon as reasonably possible after your move or service. Prompt notification helps us to investigate while details remain clear and any relevant evidence is easier to review. If your complaint concerns loss or damage to items, please inform us as soon as you discover the issue so we can assess the situation and consider any applicable cover or limitations that were outlined in your booking information.

Our Complaints Handling Stages

All complaints go through a simple, structured process designed to be transparent and fair.

Stage one is initial acknowledgement and review. Once we receive your written complaint, we will acknowledge it within a reasonable time. We will confirm that we have logged your complaint and outline the next steps. During this stage we may ask you for further details or clarification to ensure we fully understand the issues you have raised.

Stage two is investigation. A member of our management team will review your complaint in detail. This investigation may include speaking to the members of staff involved in your move, reviewing booking information and job notes, checking photographs or inventories held by our team, and considering any evidence you have provided. We aim to complete our investigation within a reasonable timescale. If for any reason we require more time, we will update you and explain why.

Stage three is response and outcome. Once the investigation is complete, we will send you a written response explaining our findings. Where we identify that something has gone wrong on our side, we will acknowledge this and outline the steps we will take to put matters right where possible. This may include an apology, an explanation of what happened, practical steps to resolve the issue, or, where appropriate and in line with our terms and conditions, an offer of financial settlement.

If You Are Not Satisfied with the Outcome

If you are unhappy with our response, you can ask for a further review. In your request, please explain why you remain dissatisfied and what outcome you are seeking. A different member of our management team will reassess the complaint, the evidence, and our initial decision. They may contact you for additional information if needed. We will then provide a final written response setting out our position.

Our final response will confirm that we have completed our internal complaints procedure. At this stage, if you still feel that your concerns have not been addressed, you may wish to seek independent advice about your rights under consumer law or any other external avenues that may be available to you.

Timescales and Communication

We aim to handle all complaints efficiently and keep you informed at each stage. While precise timescales may vary depending on the complexity of the issues raised, we will acknowledge your complaint promptly, conduct our investigation without unnecessary delay, and let you know if we need more time. You will receive written confirmation of our findings and any agreed resolution.

Fairness, Confidentiality, and Data

We treat all complaints seriously and fairly, regardless of the scale of the issue or the value of the move. We aim to act with integrity, listen carefully to your perspective, and consider all information available before reaching a conclusion. All complaints information is handled in line with our general approach to privacy and data handling. We only share information internally with team members who need it to investigate and resolve your complaint, and we retain relevant records for reference and service improvement.

Using Complaints to Improve Our Service

Feedback, including complaints, is an important part of how we monitor and improve the quality of our man and van and removal services. We review complaint records periodically to identify recurring issues or patterns. Where we see opportunities to improve, we may update our training, refine our processes for packing and handling, adjust our scheduling, or enhance communications with customers before, during, and after moves.

By following this complaints procedure, Man with Van Roehampton aims to provide you with a clear route to raise concerns and a fair, consistent approach to resolving them, while continually working to deliver a dependable and professional moving service.