Complaints Procedure

Complaints Procedure for Man With a Van Rotherhithe

Man With a Van Rotherhithe is committed to providing a reliable and professional removals and man and van 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 for the future. This Complaints Procedure explains how you can raise a complaint, how we will respond, and what you can expect from us throughout the process.

Our Commitment to You

We aim to handle every complaint fairly, consistently and promptly. We take all feedback seriously, whether it relates to the booking process, the conduct of our removal team, timekeeping, handling of items, charges, or any other aspect of our man and van services. We will always treat you with respect and expect our team to be treated in the same way.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may include, but is not limited to, concerns about:

Delays or missed collection or delivery times.

Damage to property or belongings.

Loss of items during a move.

Behaviour or attitude of our team members.

Accuracy of quotes, invoices or other charges.

Any other aspect of the service that has not met your expectations.

How to Make a Complaint

You can raise a complaint verbally or in writing. We encourage you to provide as much detail as possible so we can investigate fully and respond appropriately. When making a complaint, please include:

Your full name and the address where the service was carried out.

The date and approximate time of the service.

A clear description of what went wrong and what outcome you are seeking.

Any relevant supporting information such as job references, photographs of damage, or copies of quotes and invoices.

When to Raise Your Complaint

It is helpful if you raise your complaint as soon as possible after the issue arises, ideally within a reasonable period of the service being provided. This allows us to access accurate information, speak with the team involved while events are fresh in their minds, and put things right more quickly for you.

Stage One: Initial Complaint and Acknowledgement

Once we receive your complaint, we will record the details and begin our review. Where possible, we will seek to resolve straightforward issues immediately, for example by clarifying a misunderstanding or arranging a prompt follow-up visit.

For all complaints that require investigation, we will acknowledge receipt and confirm that we are looking into the matter. We will also outline the next steps and the approximate timescale for our response.

Stage Two: Investigation of the Complaint

We will investigate your complaint by reviewing the booking details, any relevant messages or paperwork, and by speaking to the removal team members involved. Where appropriate, we may ask you for additional information or clarification to help us understand the full circumstances.

Our investigation will focus on what happened, why it happened, and whether our usual standards and procedures were followed. We will consider whether any loss or damage occurred, and if so, what action would be fair and reasonable in the circumstances.

Stage Three: Response and Outcome

Once our investigation is complete, we will provide you with a clear and concise response. This will normally include:

A summary of the complaint as we understand it.

The steps we have taken to investigate what happened.

Our findings and whether we believe the complaint is upheld in full, in part, or not upheld.

Any actions we propose to take to put things right.

Where appropriate, actions may include an apology, corrective work, a partial or full refund, or other reasonable redress depending on the circumstances and any applicable terms and conditions.

Timescales for Handling Complaints

We aim to deal with complaints as quickly as possible. While complex matters may take longer to investigate, we will always try to keep you informed of progress. If we cannot provide a full response within a reasonable time, we will explain the reasons for the delay and give you an updated timescale.

If You Are Still Unhappy

If you are not satisfied with the outcome of your complaint, you can ask for your case to be reviewed again. In doing so, please explain why you remain unhappy and what you believe would be a fair resolution. We will then carry out a further review, which may involve a different member of our management team considering the matter afresh.

Supporting Evidence and Claims for Loss or Damage

Where your complaint relates to loss of or damage to items, we may ask you to provide photographs, descriptions of the damage, purchase information, or other details. This helps us assess the extent of any loss and agree a fair outcome in line with our terms and conditions and any applicable limitations or exclusions. We recommend that you do not dispose of damaged items until the complaint has been fully reviewed.

Using Complaints to Improve Our Service

We regularly review complaints and feedback to identify patterns, training needs and opportunities to improve how we carry out removals and man and van work. Lessons learned may result in changes to our booking procedures, staff training, handling methods, or communication before and during moves. Your feedback therefore plays an important role in helping us deliver a better service to all customers.

Respectful Communication

We understand that moving home or premises can be stressful, and that problems with a removal service can add to that stress. Our team will always aim to communicate clearly and respectfully with you throughout the complaint process. We ask that you do the same in return so that issues can be resolved constructively and as smoothly as possible.

Review of This Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective for customers using our removal and man and van services. We may update it from time to time to reflect changes in how we operate or to incorporate best practice in handling complaints.

By using our services, you agree that any concerns or complaints will be raised with us directly in line with this procedure, giving us a fair opportunity to investigate and resolve the matter.