Complaints Procedure for Man With a Van Roehampton

Man With a Van Roehampton is committed to providing reliable and professional moving services. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern about our services, how we will respond, and what you can expect from us throughout the process.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for resolving complaints relating to our man and van and removals services. We use all feedback, including complaints, to review and improve our operations, customer care, and handling of items during moves.

This procedure applies to all customers who have used our services or have a confirmed booking with us. It covers issues such as service quality, conduct of staff, handling of belongings, punctuality, communication, and billing concerns.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about the service you have received or are due to receive from Man With a Van Roehampton, where you would like a response or resolution. Examples may include:

Items arriving late or not as agreed

Concerns about the way your belongings were handled or protected

Disagreement about charges, payments, or quoted prices

Unprofessional or inappropriate behaviour from any member of our team

Misunderstandings or lack of clear communication before, during, or after your move

We encourage you to raise your concerns as soon as possible so we can address them quickly and effectively.

How to Make a Complaint

You can make a complaint verbally or in writing. While we will always do our best to resolve issues raised verbally, we recommend submitting your complaint in writing if the matter is serious or complex. A written complaint helps ensure that all details are recorded accurately.

When making a complaint, please provide:

Your full name

Details of the service booked, including the date of the move and collection and delivery locations

A clear description of what went wrong and when it occurred

Any photos, inventories, or other information that may help us understand the issue

What outcome or resolution you are seeking, where relevant

If your complaint relates to loss or damage, please include a description of the items affected, their approximate value, and any supporting evidence you may have.

Timescales for Raising a Complaint

To help us investigate effectively, we ask that you raise your complaint as soon as you become aware of the problem. For issues involving damage or loss of belongings, you should notify us as soon as reasonably practicable after delivery of your items.

Delays in reporting may make it more difficult to investigate events accurately, but we will still consider any complaint made in good faith.

How We Handle Your Complaint

Our aim is to treat every complaint seriously, fairly, and with respect. When we receive your complaint, we will follow these steps:

Acknowledgement: We will confirm that we have received your complaint and, where possible, provide the name of the person handling it.

Initial review: We will review the details you have provided, along with any internal records from your move, including booking information, notes from the driver or team, and any previous communications.

Investigation: Where necessary, we will speak with the driver or moving team involved, review any relevant documentation, and consider any photos or evidence you have submitted.

Response: Once our investigation is complete, we will send you a written response explaining our findings, any actions we propose to take, and the reasons for our decision.

We aim to provide a full response within a reasonable period, depending on the complexity of the issue. If we need more time, we will let you know and keep you updated.

Possible Outcomes and Remedies

Depending on the nature of your complaint and the outcome of our investigation, we may offer one or more of the following:

An explanation or clarification of what occurred during your move

An apology where we have fallen short of our standards

Corrective action to resolve any ongoing problem

A gesture of goodwill, where appropriate

Consideration of compensation, in line with our terms and conditions and any applicable limits of liability

Any remedy offered will be based on the specific circumstances of your case, the evidence available, and our contractual obligations.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you may ask for your case to be reviewed again. In your request for escalation, please explain why you disagree with the outcome and provide any additional information you feel is relevant.

Your complaint will then be reconsidered, taking into account your comments and any further evidence. We will provide a final written response setting out our conclusions.

Your Responsibilities as a Customer

To help us resolve your complaint efficiently, we ask that you:

Provide accurate and complete information about your booking and your concerns

Respond promptly to any requests for further details or clarification

Keep any documents, photos, or other evidence that may support your complaint

Communicate with our team in a respectful and constructive manner

Cooperation from both sides helps ensure a fair and balanced resolution process.

Using Complaints to Improve Our Service

We value all feedback as a chance to improve. Complaints are reviewed periodically to identify patterns, training needs, and opportunities to improve our moving services, customer communication, and handling procedures. Our goal is to reduce the likelihood of similar issues occurring again and to maintain a high standard of service for customers booking local and longer-distance moves.

Further Information

This complaints procedure is intended to be clear and straightforward. It does not remove or limit any rights you may have under consumer law or under the terms and conditions agreed at the time of booking. If there is anything you do not understand in this procedure, or if you require additional information, you can contact us and we will be happy to explain our process in more detail.