Complaints Procedure

Complaints Procedure for Man with Van Wandsworth

Man with Van Wandsworth aims to provide a reliable, efficient and professional removal service for every customer. We understand that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage. Our goal is to resolve issues fairly, promptly and transparently.

Scope of this Complaints Procedure

This procedure applies to all customers who use our man and van and removal services, including household moves, small office relocations, student moves and item transport. It covers concerns about service quality, conduct of team members, damage to property or belongings, delays, cancellations and billing or quotation issues. It does not cover matters that are already subject to legal proceedings or insurance claims being handled by an external provider, although we will still cooperate reasonably with you in those situations.

Our Commitment to Handling Complaints

We are committed to treating every complaint seriously and respectfully. We will listen carefully, investigate impartially, keep you informed and aim to resolve matters as quickly as possible. We will use feedback and complaints to improve our processes, staff training and customer service across our removal operations.

Raising an Informal Concern

Whenever possible, we encourage customers to raise issues informally in the first instance. If a problem arises during your move, please speak to the driver or team leader on site. Many concerns can be resolved immediately through clear communication and practical solutions, such as adjusting how items are loaded, clarifying timings or reviewing the agreed scope of work.

If the issue cannot be resolved on the day, or if you prefer not to discuss it with the crew, you can contact our office to explain the situation. We will attempt to address your concern informally within a reasonable timeframe. If you are not satisfied with the outcome, or the matter is more serious, you should follow the formal complaints process set out below.

Making a Formal Complaint

You can make a formal complaint after your move or at any point where you feel an informal resolution is not appropriate. To help us investigate effectively, please provide the following information where possible:

The date of your move or booking, your name and the collection and delivery addresses, a clear description of what went wrong, details of any conversations already held with our team, and any supporting information such as photographs of damage or copies of invoices. Please also let us know how you would like us to contact you in response.

We encourage you to submit your complaint as soon as possible after the event so that the details remain clear and evidence can be reviewed promptly.

Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable period of time. In our acknowledgement we will confirm that your complaint has been logged, outline the next steps in the investigation and provide an estimated timescale for our full response. If we require any further information or clarification, we will let you know at this stage.

Investigation and Assessment

Your complaint will be referred to a member of the management team who is responsible for complaints handling. They will review all relevant information, which may include job notes, booking details, crew reports, photographs and any messages exchanged before, during or after the move. Where appropriate, they may contact you to request further details or to clarify specific points.

The manager may also speak to the crew members involved and, if necessary, check timesheets, vehicle records or other operational documents. Our aim is to consider all sides of the situation fairly and objectively before reaching a decision.

Our Response and Proposed Resolution

After completing the investigation, we will provide you with a written response setting out our findings. This response will explain whether your complaint has been upheld in full, upheld in part or not upheld. We will outline the reasons for our decision, referring to the information and evidence considered.

If your complaint is upheld, we will propose appropriate remedies. Depending on the circumstances, this may include an apology, a review of internal procedures, corrective action on future bookings, or a financial gesture where justified. Where damage has occurred, any remedy will take into account the terms and conditions of your booking and any insurance cover that applies.

Timeframes for Resolving Complaints

We aim to resolve most complaints within a reasonable period from the date of acknowledgement. More complex complaints, for example those involving multiple parties or significant damage claims, may require additional time to investigate properly. If this happens, we will keep you informed of progress and update you with revised timescales where necessary.

If You Are Not Satisfied with the Outcome

If you are unhappy with our initial response, you may ask for your complaint to be reviewed. In that case, where possible, a different member of the management team will re-examine the details of your complaint, the steps taken during the original investigation and the conclusion reached. They may contact you for further information before providing a final internal decision.

Once the internal review is complete, we will issue a final response. At that point, if you remain dissatisfied, you may wish to seek independent advice regarding any further steps that may be available to you.

Use of Feedback and Continuous Improvement

We review complaints and customer feedback regularly to identify recurring issues, training needs and opportunities to improve our man and van and removal services. This may involve updating our booking processes, revising staff training materials or adjusting how we communicate with customers before and during a move. By learning from complaints, we aim to reduce the likelihood of similar problems occurring in the future.

Confidentiality and Data Protection

All complaints are handled in confidence and information is shared internally only with those who need it to investigate and respond. We store and process any personal data in line with our obligations under applicable data protection laws. Information related to complaints may be retained for a period that allows us to monitor service quality, handle any follow-up queries and meet legal or regulatory requirements.

Accessibility of This Procedure

This complaints procedure is available to all customers of Man with Van Wandsworth. If you require the information in an alternative format, or need additional support in submitting a complaint, please let us know so that we can discuss reasonable adjustments. We want every customer who uses our removal services to feel confident that concerns will be heard and addressed fairly.