Complaints Procedure for Man and a Van Roehampton
Man and a Van Roehampton is committed to providing reliable, professional removal services and aims to handle every move with care and respect. However, we recognise that sometimes things can go wrong. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we work to resolve issues fairly and promptly.
Our Commitment to You
We welcome feedback from all customers using our man and van and removal services. Complaints are treated seriously and are seen as an opportunity to improve. We will always aim to:
Respond to your complaint respectfully and without bias.
Investigate your concerns thoroughly and objectively.
Explain our findings clearly and in plain language.
Offer appropriate solutions where we have made a mistake.
Use your feedback to improve our services, procedures, and staff training.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, conduct, or processes, whether reasonable or not. This may include, for example:
Concerns about the handling, loading, unloading, or transport of your belongings.
Issues with timekeeping, punctuality, or completion of work.
Concerns about staff behaviour, courtesy, or professionalism.
Disputes regarding charges, quotations, or invoicing.
Any other aspect of our removal or man and van services that does not meet your expectations.
How to Make a Complaint
You may raise a complaint in writing or verbally. Whenever possible, we encourage written complaints so that we have a clear record of the issues raised. Please include:
Your full name and a preferred method for us to contact you.
The date of your move or booking and any reference number you may have been given.
A clear description of what happened, including dates, times, and locations where relevant.
Names or descriptions of staff involved, if known.
Details of any damage, loss, delay, or other issue you have experienced.
Copies of any supporting documents you wish us to consider, such as photos of damage or copies of quotes and invoices.
If you make a complaint verbally, we may ask you to confirm the details in writing so that we can ensure accuracy and avoid misunderstandings.
Time Limits for Making a Complaint
So that we can investigate effectively, we ask you to raise your complaint as soon as possible after the issue occurs. Where your complaint relates to damage or loss of items, you should notify us as soon as you become aware of the problem. Prompt notification helps us to assess the situation properly and, where appropriate, liaise with insurers or other parties.
How We Handle Your Complaint
Once we receive your complaint, we will follow these stages:
Acknowledgement. We will acknowledge your complaint within a reasonable period, confirming that we have received it and outlining the next steps in the process.
Initial Review. We will review the details of your complaint and may contact you if we need further information or clarification. This can include asking for photographs, receipts, or additional background details.
Investigation. We will investigate your concerns objectively. This may involve speaking with the team members involved, reviewing job records, quotes, invoices, and any communication related to your move.
Response. Once our investigation is complete, we will provide you with a written response setting out our findings, any conclusions drawn, and any actions we propose to take. We aim to respond as promptly as possible, but the time taken will depend on the complexity of the case and the information available.
Possible Outcomes and Remedies
Where our investigation shows that we have made a mistake or have not met our own standards, we will look at fair and proportionate remedies, which may include:
An explanation or apology.
Taking corrective action to address the issue and prevent it from happening again.
Reviewing internal processes, staff training, or working practices.
Where appropriate and subject to our terms and conditions, considering financial remedies or contribution towards proven loss or damage.
Any remedy will take into account the circumstances of your complaint, the extent of any loss or inconvenience, and the relevant terms of our contract with you.
If You Are Not Satisfied With the Outcome
If you are unhappy with our response, you may ask for your complaint to be reviewed again. When you do so, please explain why you are dissatisfied with the outcome or the way your complaint was handled. We will arrange for a further review, where possible by someone not directly involved in the original investigation, and provide you with a final response.
Claims Involving Damage or Loss
Where your complaint involves damage to property or loss of items during a move, we may need to consider any relevant insurance arrangements and the terms and conditions of your contract. You may be asked to provide evidence of ownership, value, and damage. It is important that you do not dispose of damaged items without first speaking to us, as they may need to be inspected.
Confidentiality and Data Protection
All complaints are handled in line with applicable data protection requirements. Information you provide will be used only for investigating and resolving your complaint, improving our services, meeting our legal obligations, and as otherwise permitted by law. We will keep records of complaints and their outcomes for monitoring and improvement purposes.
Continuous Improvement
We review complaints received about our man and van and removal services to identify patterns, training needs, and opportunities to improve. This helps us to maintain and raise the standard of service we offer to customers across our operating area. Your feedback, whether positive or negative, is important in helping us deliver a service that is safe, efficient, and respectful of your belongings.
Updates to This Complaints Procedure
Man and a Van Roehampton may update this complaints procedure from time to time to reflect changes in our services, legal requirements, or best practice. The version available from us at the time of your complaint will apply to how your concerns are handled.
