Complaints Procedure for Man With a Van Stockwell

This Complaints Procedure explains how Man With a Van Stockwell handles concerns and complaints about our removal and man and van services. We aim to provide a reliable, professional and careful service for all moves, including local house moves, flat removals and small commercial removals. If something goes wrong, we want to know so we can put it right and improve our service.

Scope of this Complaints Procedure

This procedure applies to any complaint about our moving and removal services, including but not limited to booking, customer service, collection and delivery, handling of belongings, punctuality and conduct of staff. It applies to both residential and business customers who have used our man and van or removal services.

A complaint is any expression of dissatisfaction, whether justified or not, about the service you have received from Man With a Van Stockwell. We treat all complaints seriously and aim to resolve them fairly and promptly.

Our Complaints Principles

When you raise a complaint with Man With a Van Stockwell, we will follow these principles:

We will listen carefully to your concerns and treat you with respect at all times. We will handle your information in a confidential and professional manner. We will investigate your complaint objectively and fairly. We will aim to resolve issues as quickly as possible and explain our findings clearly. Where we are at fault, we will take reasonable steps to put matters right and learn from the situation.

How to Make a Complaint

You can raise a complaint about our removal or man and van service in writing or verbally. We encourage you to contact us as soon as possible after the issue arises, so that we can investigate while details are still clear.

Please provide the following information when making a complaint:

Your full name and preferred method of contact. The date of your move or booking. The collection and delivery addresses for the removal or man and van job. A clear description of what went wrong, including dates, times and the names of any staff involved if known. Details of any damage, loss or other issues that occurred, including photographs if available. What outcome or resolution you are seeking.

The more information you provide, the easier it is for us to investigate your complaint properly.

Stage One: Informal Resolution

In many cases, issues can be resolved quickly and informally. If you are unhappy during or immediately after your move, please raise your concern with a member of our team as soon as possible.

For example, if you feel that items are not being handled as carefully as expected, if there are delays with your removal, or if there is a misunderstanding about the service you booked, telling us promptly gives us the opportunity to correct the situation on the spot.

Our aim at this stage is to understand the problem, apologise where appropriate and agree a practical solution with you. If you are satisfied with the outcome at this point, the complaint will be considered resolved.

Stage Two: Formal Complaint

If you are not satisfied with the informal response, or if the matter is more serious, you can make a formal complaint. When we receive a formal complaint about our man and van or removal services, we will:

Acknowledge receipt of your complaint within a reasonable timeframe, confirming that we are investigating. Review all information you have provided, including any photographs or supporting documents. Speak with the staff involved in your move, where relevant, and check any booking records or job notes. Assess what went wrong, whether our service fell below our standards, and what action is appropriate.

We aim to complete our investigation and provide a written response within a reasonable time. If we need more time, for example because the matter is complex or further information is required, we will let you know and explain why.

Our Response and Possible Outcomes

At the end of our investigation, we will give you a clear response setting out:

Our understanding of your complaint. The steps we took to investigate the matter. Our findings, including whether we agree that our service fell short. Any action we will take to resolve the issue.

Depending on the nature of the complaint, potential outcomes may include an explanation or clarification, an apology, a practical solution relating to the service provided, or other reasonable steps to address the situation. Where complaints relate to loss or damage during a removal, any remedy will be considered in line with our terms and conditions and any applicable insurance cover.

If You Remain Dissatisfied

If you are unhappy with our final response, you may let us know and explain why you feel the matter has not been resolved. We will review any new information you provide and confirm whether we can take any further action.

We always aim to handle complaints about our removal and man and van services fairly, but there may be occasions where we cannot meet the outcome you are seeking. In these situations, we will explain our reasons clearly and confirm when our internal complaints process has been exhausted.

Time Limits for Complaints

We encourage customers to raise any concerns about their move as soon as possible. This allows us to investigate promptly and increases the chance of a satisfactory resolution. Complaints raised a long time after the removal has taken place may be more difficult to investigate in full, particularly where evidence or records are limited.

Any specific time limits that apply to claims for loss or damage, or to other aspects of our service, are set out in our terms and conditions, which operate alongside this Complaints Procedure.

Using Complaints to Improve Our Service

Man With a Van Stockwell is committed to improving our removal and man and van services across the local area. We record and monitor complaints so that we can identify patterns, take corrective action and provide additional training where needed.

By sharing your concerns with us, you help us maintain and raise the standards of our moving services for all customers. We appreciate the opportunity to address problems and to learn from every complaint we receive.

Confidentiality and Data Protection

All complaints are handled confidentially. Information is only shared with staff members who need it to investigate and resolve your complaint. We handle personal data in line with applicable data protection requirements and retain complaint records only for as long as necessary for operational and legal purposes.

This Complaints Procedure is intended to give you clear information about how we respond when things go wrong during a move. If you have any questions about this procedure or how it applies to your situation, please contact us using your usual communication method.