Complaints Procedure

Man with Van Bermondsey Complaints Procedure

Man with Van Bermondsey aims to provide a reliable and professional removal and delivery service at all times. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it and put it right promptly. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for customers who wish to complain about any aspect of our services, including house moves, flat moves, office relocations, or smaller man and van jobs. We use all feedback, including complaints, to improve the quality, safety, and consistency of our work.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you would like a response or resolution. This may include issues such as:

Service not delivered as agreed, including timing, loading, unloading, or route planning. Conduct, behaviour, or professionalism of any member of our team. Damage to property or belongings during moving or storage. Inaccurate information about pricing, quotations, or booking details. Concerns about communication before, during, or after your move.

If you are unsure whether your concern is a complaint, we encourage you to raise it with us so we can help you decide on the best way forward.

How to Make a Complaint

You can make a complaint in writing. Please provide as much information as possible so that we can investigate your concerns thoroughly. To help us deal with your complaint efficiently, include the following details where relevant:

Your full name and any reference or booking number provided at the time of booking. The date and time of the service and the collection and delivery addresses. A clear description of what went wrong and how it affected you. Names or descriptions of any staff involved, if known. Any photographs, inventory lists, or other supporting information that may help explain the issue. Your preferred outcome or what you would consider a fair resolution.

If you need support in setting out your complaint clearly, let us know and we will explain what information we require.

When to Raise a Complaint

You should raise your complaint as soon as reasonably possible after the issue arises. For matters involving damage, loss, or insurance-related concerns, we may have specific time limits for notification, which will be outlined in your booking terms and conditions. Where time limits apply, late notification may affect our ability to investigate or offer compensation, but we will always consider the circumstances.

How We Will Handle Your Complaint

We aim to deal with all complaints in a fair, transparent, and timely manner. Our general process is as follows:

First, we will acknowledge your complaint. We will then investigate by reviewing your booking details, speaking to the team members involved, and considering any evidence you have provided. After our investigation, we will send you a written response explaining our findings, any action we propose to take, and the reasons for our decision.

In most cases, we will aim to provide a full response within a reasonable number of working days from acknowledging your complaint. If the investigation is likely to take longer, we will let you know and keep you informed of progress.

Possible Outcomes and Remedies

Once we have completed our investigation, we may offer one or more of the following, depending on the circumstances:

A sincere explanation or apology where standards have not been met. Practical steps to put things right where possible, such as arranging a revisit or corrective work. A goodwill gesture where appropriate. In cases involving damage or loss, consideration of repair, replacement, or compensation in line with our terms and any applicable insurance cover.

Any remedy will be based on the evidence available and will take into account the terms agreed at the time of booking and the limits of liability that apply to our services.

Escalating Your Complaint

If you are not satisfied with our initial response, you may request that your complaint is reviewed at a higher level within our company. You should make this request in writing, explaining why you remain unhappy and what outcome you are seeking.

We will then review your complaint again, considering any new information, and provide a final response. This response will confirm our position and set out any further actions we are able to take.

Complaints Involving Removal Damage

Where your complaint relates to damage, loss, or insurance claims connected to your removal, we may require specific details and evidence before we can reach a conclusion. This may include photos, proof of value, and details of the condition of items before the move.

We will explain what information is needed and any relevant time limits. Our ability to offer compensation may depend on the level of cover selected at the time of booking and whether the claim falls within our stated terms.

Use of Complaints to Improve Our Service

We take all complaints seriously and treat them as an opportunity to review and improve our removal and man and van services. We may use complaint information to identify staff training needs, update our procedures, review packing and handling methods, and improve communication around quotes, timings, and expectations.

Confidentiality and Data Protection

All complaints are handled in line with our obligations regarding confidentiality and data protection. Information related to your complaint will only be shared with team members who need it to investigate and resolve the matter. We will retain complaint records for a reasonable period to allow us to monitor and improve our services, and to meet any legal or regulatory requirements.

Review of this Complaints Procedure

This Complaints Procedure is reviewed regularly to ensure it remains clear, fair, and effective. We may update it from time to time to reflect changes in our business, legal requirements, or best practice in the removals and transport sector.

By using the services of Man with Van Bermondsey, you acknowledge that you have access to this Complaints Procedure and understand how to raise any concerns with us. We encourage all customers to contact us promptly if there is anything about our service that you are unhappy with so that we have the opportunity to resolve the issue and maintain your confidence in our company.