Complaints Procedure for Man with Van Battersea

Man with Van Battersea is committed to providing reliable, professional moving and removal services. We aim to resolve any concerns quickly and fairly. This Complaints Procedure sets out how you can raise a complaint, how we will respond, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

This procedure explains the steps for customers to follow if they are unhappy with any aspect of our man and van or removal services. It covers complaints about service quality, conduct of team members, handling of goods, punctuality, and any other issues related to the work we carry out. Our goal is to handle all complaints in a transparent, consistent, and timely manner.

Who Can Use This Procedure

This Complaints Procedure is for all individual and business customers who have used Man with Van Battersea for transport, loading, unloading, packing, or general removal services. You may raise a complaint whether your move involved a single item, a flat, a house, or business premises.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services where you would like a response or resolution. This may include, but is not limited to:

Delays or non-arrival of a van or crew, damage or loss of items during a move, behaviour or attitude of our staff, problems with quotations or charges, issues with communication before, during, or after a booking, or any other matter where you believe we have not met the standard you reasonably expected.

How to Raise a Complaint

You should raise your complaint as soon as possible so that we can investigate thoroughly and resolve it promptly.

Stage 1: Informal Resolution

Where possible, we encourage you to raise the issue informally with the team member or coordinator who handled your booking or move. Many concerns can be resolved quickly at this stage, for example by clarifying information, correcting an error, or agreeing a practical solution on the day of the move or shortly afterwards.

When raising an issue informally, please provide your name, the date of your move, the collection and delivery addresses, and a brief description of the issue. This helps us to identify the job and respond efficiently.

Stage 2: Formal Complaint

If you are not satisfied with the informal response, or if the issue is more serious, you may submit a formal complaint. Please do this in writing so that we have a clear record of your concerns and can investigate fully.

When making a formal complaint, please include the following information where possible:

Your full name and contact details, date and approximate time of the move, collection and delivery locations, booking reference if you have one, a clear description of what went wrong, details of any conversations already held about the issue, and any evidence you wish to provide, such as photographs of damage or copies of invoices.

How We Handle Your Complaint

We aim to deal with all complaints promptly and fairly, and to keep you informed throughout the process.

Acknowledgement

Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint and explain the next steps, including an indicative timescale for our investigation and response.

Investigation

Your complaint will be reviewed by a person who has not been directly involved in the matter complained of, where possible. The investigation may include:

Reviewing booking records, job sheets, and invoices, speaking to the crew members involved, examining any photographs or other evidence provided, and considering our terms and conditions and any relevant policies.

We may contact you if we require further information or clarification to complete a fair investigation.

Response and Outcome

After the investigation is complete, we will provide you with a written response setting out:

Our understanding of your complaint, a summary of the investigation carried out, our findings, whether your complaint is upheld in full, in part, or not upheld, and any proposals to resolve the matter.

Where appropriate, remedies may include an apology, an explanation, corrective action regarding our services or staff, or, where justified, a goodwill gesture or other appropriate remedy in line with our terms and conditions.

Time Limits for Complaints

To allow for a thorough investigation, we ask that complaints about a completed move are raised as soon as reasonably possible. Claims involving damage or loss of items should be reported without undue delay once you have become aware of the issue, as this assists in establishing the cause and assessing responsibility.

If You Remain Dissatisfied

If you are unhappy with our final response, you may request that we review the decision. In your request, please explain why you remain dissatisfied and highlight any aspects of the complaint you feel have not been fully addressed. We will reconsider the matter and provide a further written reply where appropriate.

Our Commitment to Continuous Improvement

Man with Van Battersea uses feedback and complaints to improve the quality and reliability of our moving services. We regularly review complaints to identify patterns, training needs, and ways to enhance our planning, handling of goods, customer communication, and overall service delivery. By raising concerns, you help us maintain and improve standards for all customers using our man and van and removal services.

Confidentiality and Data Protection

All complaints are handled in confidence and in accordance with applicable data protection requirements. Information about your complaint will only be shared with those who need it to investigate and respond, or where we are required to disclose it by law. We retain complaint records for an appropriate period in order to monitor service quality and to respond to any follow up queries.

Review of this Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair, and effective for customers. Man with Van Battersea reserves the right to update this procedure from time to time. Any changes will apply to complaints raised after the updated procedure takes effect.

We value your custom and take all complaints seriously. If you have any concerns about our moving or man and van services, we encourage you to follow this procedure so that we have the opportunity to investigate and put things right.