Complaints Procedure for Man with Van Bermondsey

Man with Van Bermondsey is committed to providing a reliable, professional and courteous removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.

1. Purpose of this Complaints Procedure

The purpose of this Complaints Procedure is to provide a clear, fair and straightforward process for customers who are dissatisfied with any aspect of our man and van or removal services. It applies to all customers who have used our services, including home moves, small office moves, collection and delivery, and related transport work.

We treat all complaints seriously and use the information we receive to review our standards, staff training and operational processes so we can continue to improve.

2. What Counts as a Complaint

A complaint is any expression of dissatisfaction with our services, whether it is justified or not. This may include, but is not limited to:

Issues with the booking process, timings or communication before the move; conduct, attitude or behaviour of a driver or porter; care and handling of your belongings; delays, cancellations or changes to your removal service; billing, charges or payment disputes; perceived failure to follow agreed instructions or service details.

If you are unsure whether your issue is a complaint, please raise it with us and we will treat it appropriately.

3. How to Make a Complaint

We encourage you to raise any concerns as soon as possible so that we can address them quickly and effectively. You can make a complaint by contacting us in writing or verbally. If you contact us by telephone or in person, we may ask you to confirm the details in writing so that we have a clear record.

When making a complaint, please provide the following information where possible: your full name; the date of your move or scheduled service; the collection and delivery postcodes; a brief description of what happened; details of any damage, delay or other issue; what you would like us to do to resolve the matter.

Providing clear information at the outset helps us investigate thoroughly and respond in a timely manner.

4. Stages of the Complaints Process

Our complaints process has three main stages: initial response, investigation and outcome.

Stage 1: Initial Response. Once we receive your complaint, we will acknowledge it as soon as reasonably possible. We aim to acknowledge written complaints within a few working days. In this acknowledgement, we may ask for any additional information we need to understand the situation fully.

Stage 2: Investigation. A responsible person within Man with Van Bermondsey will review your complaint, along with any relevant booking records, communications, job sheets and staff statements. If needed, we may contact you to clarify details or request evidence such as photographs of damage or copies of correspondence.

Stage 3: Outcome. After completing our investigation, we will write to you with our findings. Our response will explain what we have looked at, our conclusions, and any actions we propose to take to resolve the matter.

5. Timescales for Handling Complaints

We aim to resolve most complaints as quickly as possible. While exact timescales can vary depending on the complexity of the issue, our general approach is:

To acknowledge receipt of your complaint promptly; to complete our investigation and provide a full response as soon as reasonably practicable.

If we are unable to respond fully within our usual time frame, we will let you know and explain the reason for the delay, together with an indication of when you can expect a full reply.

6. Possible Outcomes and Resolutions

Our aim is to reach a fair outcome based on the information available. Depending on the circumstances, possible resolutions may include:

An explanation of what went wrong and why; an apology where we are at fault; corrective actions to complete outstanding elements of the service; practical steps to prevent a similar issue in the future; a goodwill gesture, where considered appropriate and proportionate.

Any offer of resolution will take into account the nature of the complaint, the extent of any inconvenience or loss suffered, and our terms and conditions.

7. Complaints About Loss or Damage

If your complaint concerns loss of, or damage to, your belongings, it is important that you notify us as soon as you become aware of the issue. In most cases, we will ask you for photographs, a description of the items, and any relevant receipts or evidence of value. This helps us assess the situation fairly.

Our liability for loss or damage is governed by our terms and conditions, which set out the limits, exclusions and your obligations when using our removal services. We will always handle such complaints with care and sensitivity, and we will explain how our terms apply to your particular case.

8. Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you may ask for your case to be reviewed. On review, a different person within the business, or a senior member of staff, will reconsider your complaint, the evidence provided, and the initial decision. They may contact you for further information or clarification before reaching a final view.

After this review, we will write to you with our final position on your complaint. At that stage, we will also explain if there are any further options available to you under our terms and any applicable consumer rights.

9. Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be used only for the purpose of investigating and resolving your complaint, training our staff and improving our services. We will store and process your information in line with relevant data protection requirements and our privacy practices.

10. Continuous Improvement

Man with Van Bermondsey is committed to learning from every complaint. We regularly review the issues raised, outcomes reached and feedback received in order to improve our booking processes, communication, staff training and the way we carry out removals.

By following this Complaints Procedure, we aim to resolve problems fairly and promptly, protect our customers, and maintain a dependable man and van service for households and businesses in our service area.