Complaints Procedure for Man with Van Camberwell
Man with Van Camberwell is committed to providing a reliable and professional removal service. We recognise that occasionally things may go wrong, and when they do, we want to know about it so we can put matters right and improve our services. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we will work to resolve issues fairly and promptly.
Our Commitment to Handling Complaints
We treat every complaint seriously, whether it relates to a local house move, flat relocation, office move, or transport of individual items. Our aim is to:
Respond to you in a respectful and professional manner, acknowledge any mistakes where they occur, explain clearly what has happened and why, and take reasonable steps to correct problems and prevent them from happening again. We also use feedback to review our training, processes, and communication for all our man and van and removal services.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our service, whether justified or not. This may include:
Concerns about punctuality, collection or delivery arrangements, conduct or behaviour of team members, care and handling of your belongings, accuracy of information provided before or during your move, or billing and charges for removal services. If you are unsure whether your issue is a complaint, we encourage you to raise it so we can address it.
How to Make a Complaint
You can make a complaint in writing or verbally. Providing the information below will help us investigate quickly and fairly:
Your full name, the date of your move or booking, the collection and delivery addresses, a clear description of what went wrong, details of any damage or loss where applicable, and what outcome you are seeking, such as an explanation, apology, or practical remedy.
We encourage you to submit your complaint as soon as possible after the issue arises, and ideally within 14 days of your move or service date. This allows us to investigate while details and records are still recent.
Acknowledgement of Your Complaint
Once we receive your complaint, we will acknowledge it within 5 working days. Our acknowledgement will confirm that we have received your concerns, provide the name or role of the person handling your complaint, outline the next steps in our investigation, and indicate when you can expect a more detailed response.
If we need any further information or clarification from you to proceed, we will let you know at this stage.
How We Investigate Complaints
Our investigation process aims to be thorough, impartial, and proportionate to the issue raised. We will review your account of events and any supporting information you provide, check booking records, job sheets, and relevant internal notes, speak to the driver or removal team involved where appropriate, and assess any reports of damage, delay, or service issues in line with our terms and conditions.
We may contact you during the investigation to clarify details or request further information, such as photographs of any alleged damage.
Timeframe for Response
We aim to provide a full written response to your complaint within 15 working days of acknowledgement. If the complaint is particularly complex or requires additional investigation, we may need longer. In such cases, we will update you on progress and provide an estimated timeframe for our final response.
Our Response and Possible Outcomes
When our investigation is complete, we will send you a clear and detailed response that sets out the issues you raised and our understanding of them, explains the findings of our investigation, and states whether your complaint is upheld in full, in part, or not upheld. Where appropriate, we will offer an apology and explain any steps we will take to put things right and to prevent similar issues in the future.
Possible outcomes may include clarification or additional information, corrective action in relation to your booking or service, a goodwill gesture where appropriate, or confirmation of why we are unable to agree with your view of the matter.
If You Are Not Satisfied with the Outcome
If you remain unhappy after receiving our response, you may ask for your complaint to be reviewed. This review will, where possible, be carried out by a different member of the team who was not involved in the original investigation. The reviewer will consider whether the procedure was followed correctly, whether the evidence and information were properly assessed, and whether the outcome and remedies offered were reasonable in the circumstances.
Following the review, we will provide a final response explaining our position. This will normally conclude our internal complaints process.
Claims for Damage or Loss
Where your complaint involves alleged damage or loss of items during a removal or man and van service, we may ask you for additional information. This may include a description of the item, its approximate age and value, and photographs showing the condition before and after the move where available.
Any assessment of such claims will be carried out in line with our terms and conditions and any applicable limitations of liability. We may need to consider factors such as the nature of the items, how they were packed, pre-existing wear or damage, and any special instructions given or not given at the time of booking.
Using Feedback to Improve Our Services
Every complaint and piece of feedback is an opportunity for us to improve. We regularly review complaints to identify patterns or recurring issues, update team training, refine our booking procedures and pre-move guidance, and improve communication about timing, access, packing, and handling of goods for local removals and man and van services.
By following this complaints procedure, we aim to ensure that your concerns are heard, investigated fairly, and used to make our service better for all customers.
