Man with Van Battersea Complaints Procedure

Man with Van Battersea aims to provide a reliable, efficient and professional removal service for every customer. We recognise, however, that there may be occasions when you feel our service has not met the standard you expected. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Our Commitment to You

We take all complaints seriously and see them as an important opportunity to review and improve our moving and transport services. Our goals when handling any complaint are to:

Listen carefully to your experience and understand what went wrong from your point of view. Treat you with courtesy and respect at every stage of the process. Investigate the matter promptly, thoroughly and fairly. Provide a clear explanation of our findings and, where appropriate, offer a suitable remedy. Learn from complaints to improve our future service for all customers.

What Is a Complaint

A complaint is any expression of dissatisfaction about our removal, man and van, packing, loading, transport or related services, whether justified or not, where you would like us to respond or take action. This can include, for example:

Concerns about punctuality, handling of goods, or conduct of staff. Issues with how your property or belongings were treated. Disputes about charges, quotations, or additional costs. Dissatisfaction with communication before, during or after your move. Any other aspect of our service that you feel did not meet your reasonable expectations.

How to Make a Complaint

You can raise a complaint in writing. Please include as much relevant information as possible to help us understand and investigate your concern. Where you can, provide:

Your full name and the address where the service took place. The date and approximate time of the removal or man and van service. A clear description of what happened and why you are dissatisfied. Details of any conversations already held with members of our team. Photographs or other evidence, particularly if you believe damage has occurred. What outcome or resolution you are seeking, if you have a preference.

We encourage you to raise any concern as soon as reasonably possible after the event so that details are fresh and evidence can be more easily reviewed.

Who May Complain

This complaints procedure is available to all customers who have used or booked our services, including domestic and business clients. A complaint may be made by the customer directly or by an authorised representative acting on their behalf, provided they have clear permission to do so.

Timescales for Making a Complaint

For issues involving damage to property or belongings, we ask that you notify us in writing as soon as you become aware of the problem. While we will consider all complaints, raising the matter within a reasonable period after the move helps us to investigate effectively and assess any potential responsibility under our terms and conditions.

How We Handle Your Complaint

Once we receive your complaint, we will follow these steps:

Acknowledgement: We will acknowledge your complaint in writing and confirm that it is being investigated. We will also provide an indication of likely timescales for our response.

Investigation: A member of our management team will review the details of your complaint. This may include speaking to the staff involved, reviewing booking records, journey logs, photographs, job sheets, and any other relevant information. Where necessary, we may contact you to clarify details or request further evidence.

Assessment: We will consider all the information available and assess your complaint fairly and objectively. We will take into account our published terms and conditions, our service commitments, and any relevant industry practices related to removal and transport services.

Response: We will provide you with a written response setting out the outcome of our investigation. Where your complaint is upheld in full or in part, we will explain what went wrong and the steps we will take to put things right, where appropriate. Where we do not uphold your complaint, we will explain the reasons for that decision.

Possible Outcomes

Depending on the nature and circumstances of your complaint, possible outcomes may include:

An apology and explanation. Corrective action to address a service issue. A review of our internal procedures or staff training. In appropriate cases, a financial adjustment or contribution in line with our terms and conditions and any applicable limitations on liability.

Each complaint is considered on its own facts, and any remedy will be assessed fairly in light of the specific situation.

Timescales for Response

We aim to complete our investigation and provide a full written response within a reasonable time. If the matter is complex or requires further information, we may need additional time. In such cases, we will keep you updated on progress and let you know when you can expect a further response.

If You Are Unhappy with the Outcome

If you are not satisfied with our final response, you may contact us again in writing to explain why you remain unhappy and provide any additional information you feel is relevant. We will review your comments and consider whether any further investigation or clarification is required.

Using Complaints to Improve Our Service

We review complaints regularly to identify any patterns or recurring issues within our removal and man and van work. Where we see opportunities to improve, we may update our staff training, scheduling, handling procedures, or communication practices. By doing this, we aim to provide a better and more consistent service to all customers across our operating area.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be used only for the purpose of investigating and responding to your complaint and for improving our services where relevant. We follow applicable data protection principles when handling personal information.

Review of This Procedure

Man with Van Battersea reserves the right to amend this complaints procedure from time to time to reflect changes in our services, operational practices, or legal requirements. The version in force at the time you raise your complaint will apply to your case.

We value your feedback and appreciate you taking the time to let us know when our service has not met your expectations. This enables us to address specific issues and work towards delivering a consistently reliable and professional removal service for all our customers.