Complaints Procedure for Man with Van Tooting

Man with Van Tooting is committed to providing a reliable and professional removal service. We recognise that, on occasion, things may go wrong. When that happens, we want to know about it so we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, how we will respond, and what you can do if you are not satisfied with the outcome.

Purpose and Scope of This Complaints Procedure

This procedure covers complaints related to our man and van and removal services, including bookings, communication, conduct of staff, handling of goods, timings, and charges. It applies to all customers who have used or attempted to use our services.

This procedure does not cover general enquiries, requests for quotes, or informal feedback. Those can be raised directly with our team during normal business contact. If you are unsure whether your issue is a complaint, you may still contact us and we will advise how it will be handled.

Our Complaints Principles

When dealing with any complaint we aim to:

Listen carefully and treat you with respect and courtesy.

Handle your complaint fairly, consistently, and without discrimination.

Investigate what happened and, where possible, resolve matters promptly.

Explain our findings and any actions we will take to address the issue.

Use feedback from complaints to improve our services and processes.

How to Make a Complaint

You can make a complaint in writing. Written complaints help us keep an accurate record of all the details and reduce the risk of misunderstanding. Please provide as much information as possible, including:

Your full name and any reference or booking details.

The date and location of the service.

A clear description of what went wrong.

Any steps already taken to resolve the issue informally.

What outcome or resolution you are seeking, if known.

If your complaint relates to loss or damage to property, please describe the items involved and the nature of the damage. You may be asked to provide photographs or other supporting information to assist the investigation.

Time Limits for Raising a Complaint

To allow us to investigate effectively, we ask that complaints are raised as soon as reasonably possible after the event. For issues involving damage or loss of goods, you should notify us as soon as you become aware of the problem.

We may still consider complaints raised later, but our ability to investigate fully can be reduced where significant time has passed or records are no longer available.

What Happens After You Make a Complaint

Once we receive your complaint, we will:

Acknowledge receipt of your complaint and confirm that it is being reviewed.

Assign your complaint to an appropriate person within the company to investigate. This may be a manager or another senior member of the team, depending on the nature of the complaint.

Gather relevant information, which may include discussing the matter with the staff involved, reviewing booking records, job sheets, and any messages or documents related to your move.

Assess what happened, whether our standards were met, and what steps are appropriate to remedy the situation where we are at fault.

Response Times

We aim to provide a full response to your complaint within a reasonable time. Where the matter is straightforward, this will usually be within 10 working days of receiving your complaint.

If the issue is more complex, involves multiple parties, or requires further investigation, we may need more time. In such cases, we will let you know that there is a delay, explain why, and give you an indication of when you can expect a final response.

Our Response and Possible Outcomes

When we have completed our investigation, we will provide you with a clear explanation of:

What we understand to have happened.

Whether we consider that our service fell short of our standards.

Any steps we have taken or will take to correct the situation.

Any changes we intend to make to prevent similar issues in future.

Depending on the circumstances, possible outcomes may include an apology, clarification of information, a review of internal procedures, or, where appropriate and in line with our terms and conditions, a financial remedy. Any remedy will take into account the specific details of your complaint and any contractual or legal responsibilities.

Escalation if You Are Not Satisfied

If you are not satisfied with our initial response, you may ask for your complaint to be reviewed again. When requesting an escalation, please explain why you remain dissatisfied and what you believe has not been addressed.

Your complaint will then be reconsidered, where possible by someone who was not directly involved in the original investigation. A further review will be carried out and a final response will be provided to you, setting out the outcome of this stage.

Confidentiality and Data Protection

All complaints are handled in confidence and information is shared only with those who need it to investigate and respond. We will store and process information about your complaint in line with applicable data protection requirements and our internal policies.

We may use anonymised information from complaints to help monitor performance, identify trends, and improve our removal and man with a van services.

Learning from Complaints

Man with Van Tooting views complaints as an important source of feedback. We regularly review issues raised, the outcomes, and any recurring themes. Where necessary, we may update our training, procedures, or service standards to reduce the likelihood of similar problems occurring.

By following this complaints procedure, we aim to resolve issues fairly and promptly, and to maintain the trust of customers who rely on our services for moves and transport.