Complaints Procedure

Complaints Procedure for Man with Van West Norwood

Man with Van West Norwood aims to provide a reliable and professional removal and man and van service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

The purpose of this complaints procedure is to give our customers a clear, fair and accessible way to tell us when something has gone wrong. It helps us put things right where possible and improve the way we deliver our removal and transport services. We treat all complaints seriously and use them as an opportunity to review and improve our service standards.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, including but not limited to:

Issues with bookings, arrival times or service dates, concerns about the conduct, attitude or behaviour of our team members, concerns about the care taken with your belongings during loading, transport or unloading, damage or loss of property associated with a move, concerns about the clarity or accuracy of pricing and charges, delays, missed collections or deliveries, or any aspect of our service that does not meet your reasonable expectations.

If you are unsure whether your concern is a complaint, you are still encouraged to contact us so that we can clarify and help.

Raising a Complaint

We encourage you to raise any concerns as soon as possible, ideally on the day of your move or as soon as you become aware of an issue. The earlier you tell us, the easier it is for us to investigate and resolve matters.

Please provide the following information where you can:

Your full name, the date of the service, the collection and destination addresses involved in the move, a clear description of what went wrong, details of any damage or loss, including photographs if available, and what you would like us to do to resolve the matter. While we cannot guarantee a particular outcome, understanding what you are seeking helps us handle your complaint more effectively.

Our Complaints Handling Stages

We handle complaints in a structured way to ensure they are dealt with fairly and consistently.

Stage 1: Initial Review

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. We will log the details and review the information you have provided, including any supporting evidence.

At this stage we may contact you to clarify points, ask questions, or request additional information or photographs. We may also speak with the driver or team members who carried out your move and review any relevant records such as booking details or job notes.

Stage 2: Investigation

We will carry out an impartial investigation into the issues you have raised. Our aim is to understand what happened, why it happened, and whether our service fell below the standard that you are entitled to expect from a professional removal service.

The investigation may include checking schedules and route information, reviewing any damage reports completed on the day, and assessing whether our staff followed our service and handling procedures. We will consider all available evidence before reaching a decision.

Stage 3: Response and Outcome

Once the investigation is complete, we will provide you with a written response setting out:

Our understanding of your complaint, a summary of the investigation carried out, our findings and conclusions, any actions we are prepared to take to put things right where appropriate, and any steps we will take to prevent similar issues in the future.

Possible outcomes can include an explanation or apology, corrective action on future bookings, or, where appropriate and justified, consideration of compensation in line with our terms and conditions and any agreed limits of liability. Each case is assessed individually based on the evidence presented.

Timeframes for Handling Complaints

We aim to resolve complaints as promptly as possible. In most cases we aim to complete our investigation and provide a full response within a reasonable period from the date we receive all the information we need.

Sometimes more complex issues, such as those involving multiple items, disputed facts or substantial damage, can take longer to investigate. If this happens, we will keep you informed of progress and let you know when you can expect an update or a final response.

Further Review of Your Complaint

If you are not satisfied with the outcome of your complaint, you may ask us to review the decision. When requesting a review, please explain clearly why you disagree with the outcome and provide any additional information or evidence that you feel has not been considered.

We will arrange for your complaint and the initial decision to be reconsidered, where possible by someone who was not directly involved in the first investigation. The review will focus on whether the original decision was fair, reasonable and supported by the evidence.

Your Responsibilities When Making a Complaint

To help us deal with your complaint effectively and fairly, we ask that you:

Provide accurate, honest and complete information, including dates, times, descriptions and photographs where possible, raise your complaint in a calm and respectful way, allow us reasonable time to investigate and respond, keep any relevant items, packaging or evidence safe where damage or loss is claimed, and cooperate with our requests for further information.

We reserve the right to end communication where behaviour becomes abusive, threatening or unreasonable, while still considering the substance of the complaint as far as possible.

Data Protection and Confidentiality

All complaints are handled in line with applicable data protection laws. Information you provide in connection with your complaint will be used only for investigating and resolving the issue, improving our services, meeting legal or regulatory requirements where necessary. We will not share your personal information with third parties unless it is required by law or directly relevant to the investigation and resolution of your complaint.

Continuous Improvement

Complaints and customer feedback are a valuable source of information for improving our man and van and removal services. We periodically review complaints to identify patterns, recurring issues, and opportunities to enhance staff training, processes and communication. By telling us when something has gone wrong, you help us to provide a better, more consistent service for all customers using Man with Van West Norwood for their moves and deliveries.