Complaints Procedure for Man with Van Lambeth

This complaints procedure explains how customers of Man with Van Lambeth can raise concerns and how we will respond. It applies to all our home and business removals, man and van services, and related transport work. Our aim is to resolve issues quickly, fairly and in a way that helps improve our service.

Purpose of this Complaints Procedure

The purpose of this procedure is to give you a clear and simple route to raise a complaint, to set out what information we need from you, and to explain how we deal with your concerns. We encourage feedback, both positive and negative, and we treat all complaints seriously and respectfully.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our man and van or removal services where you would like a response or resolution. This may include, for example:

Delays or missed collection or delivery times for your removal or transport booking. Concerns about the handling, loading, unloading or transport of your belongings. Queries about costs, charges or invoicing related to your move. Concerns about the conduct, attitude or behaviour of our drivers or removal staff. Any other issue where you believe the service you received fell below the standard you reasonably expected.

We also welcome comments and suggestions that are not formal complaints, and we will treat them as valuable feedback to improve our removal services.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints are usually clearer and help us investigate more effectively, but we will accept complaints in the way that is easiest for you.

When raising a complaint, please provide as much detail as possible, including:

Your full name and the address where the service took place. The date and approximate time of the service or incident. A clear description of what went wrong and how it has affected you. Any relevant booking reference or invoice number. Any photos or other evidence that may help us understand the issue.

If you are complaining on behalf of someone else, please state your relationship to that person and confirm that you are authorised to speak on their behalf.

Our Complaints Handling Stages

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will record it in our internal complaints log. We aim to acknowledge your complaint within three working days. At this stage we may contact you to clarify details, request further information, or confirm our understanding of the issue.

Many straightforward issues can be resolved at this stage through discussion and an immediate solution, such as clarification of charges, a partial refund, a goodwill gesture, or a practical remedy relating to the removal or transport service you received.

Stage Two: Investigation and Response

If your complaint cannot be resolved immediately, it will be passed to a senior member of our team for investigation. This may include:

Reviewing your booking details, inventory and job notes. Speaking to the driver or removals team involved. Examining any photographs, messages or other evidence provided. Considering our service standards and terms of business.

We aim to provide a written response within ten working days of acknowledging your complaint. If the issue is complex and requires more time, we will inform you of the reasons for the delay and tell you when you can expect a full reply.

Our written response will explain:

What we have understood your complaint to be about. The steps we have taken to investigate. Our findings and decision. Any offer of remedy or redress, if appropriate. Any changes we plan to make to prevent the issue from happening again.

Stage Three: Escalation and Final Review

If you are not satisfied with our response at Stage Two, you may request an escalation and final review. Please explain why you remain unhappy and what outcome you are seeking. A different senior team member will review the previous handling of the complaint, the evidence and our decision.

We will aim to complete this final review and provide a response within ten working days. This response will set out our final position on your complaint within our internal process.

Possible Outcomes and Remedies

Depending on the nature of the complaint and what we find during the investigation, possible outcomes may include:

An explanation or clarification of what happened. An apology where we accept we have fallen short. Practical remedial action, where possible, such as arranging a further visit, correcting an error, or recovering items from storage or another address where agreed. A partial or full refund, where appropriate and in line with our terms. A commitment to improve our internal processes, staff training or communication.

We always aim to be fair and proportionate in the remedies we offer, taking into account the circumstances of each case and the services actually provided.

Timescales and Communication

We aim to deal with complaints promptly, but the time needed will depend on the complexity of the issue and the availability of staff and information. If there are unavoidable delays, we will keep you informed of progress and expected timescales.

We may contact you during the investigation to confirm details, discuss possible solutions or request additional information. Clear and honest communication helps us reach a fair outcome more quickly.

Confidentiality and Data Protection

All complaints are handled in confidence and in line with data protection requirements. Information will only be shared internally with staff who need it to investigate and resolve your complaint. We keep a record of complaints to help us monitor performance and improve our removal and man and van services over time.

Continuous Improvement

Man with Van Lambeth is committed to providing reliable, professional and respectful removal services. We use the information from complaints and feedback to review how we operate, refine our procedures, and provide staff training where needed. By following this complaints procedure, we aim not only to resolve individual concerns, but also to raise and maintain the overall standard of our service.