Complaints Procedure

Man with Van Stockwell Complaints Procedure

Man with Van Stockwell is committed to providing a reliable removals and man and van service. We aim to handle every move with care, professionalism and respect. If something does not go as expected, this complaints procedure explains how you can raise a concern and how we will work with you to resolve it.

Purpose of this Complaints Procedure

The purpose of this complaints procedure is to give customers a clear, straightforward route to express dissatisfaction with any aspect of our service. This includes local moves, long distance removals, packing assistance, loading and unloading, and any related customer service issue. Our objective is to resolve complaints quickly, fairly and in a way that helps prevent similar issues in future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not, that requires a response. Examples include concerns about service quality, punctuality, handling of belongings, staff conduct, billing or charges, or the information you were given before or after your move. If you are unsure whether your concern is a complaint, raise it with us and we will treat it seriously and guide you through the process.

How to Raise an Informal Concern

Many issues can be resolved informally and quickly. If you are unhappy during the booking stage, on moving day, or shortly after the job is completed, please raise your concern with the team member you are dealing with or contact our office. Provide as much detail as you can, including the date of your move, the address where the service was carried out, and a brief description of what has gone wrong.

We will listen to your concern, try to understand what has happened, and attempt to resolve the issue on the spot where possible. If you feel that your concern has not been resolved informally, or if the issue is more serious, you can make a formal complaint using the process below.

How to Make a Formal Complaint

If you wish to make a formal complaint, please put your complaint in writing. Written complaints help us understand your concerns clearly and create a record we can review and respond to. When submitting your complaint, please include the following information:

The name used for the booking, your service date and time, the collection and delivery areas, a clear description of what went wrong and when it occurred, any damage or loss you believe has occurred, and what outcome you are seeking if you have a preferred resolution.

Once we receive your written complaint, we will acknowledge it within a reasonable time. Our acknowledgement will confirm that we have received your complaint and outline the next steps in the process.

Investigation of Your Complaint

After acknowledging your complaint, we will investigate the matter thoroughly. This may involve reviewing booking details, job sheets and any relevant images or notes, speaking to the driver or removals team members involved, checking our terms and conditions, and considering any evidence or information you have provided.

We will aim to complete our investigation and provide a full response within a reasonable period, taking into account the nature and complexity of the complaint. If we need more time to investigate, we will let you know and provide an updated timescale.

Our Response and Possible Outcomes

When our investigation is complete, we will send you a written response setting out our findings. This response will explain whether your complaint has been upheld in full, upheld in part, or not upheld, along with the reasons for our decision.

Where your complaint is upheld, we will also explain any remedy we are offering. Depending on the circumstances, possible outcomes may include an apology and explanation, practical steps to put something right where possible, a gesture of goodwill, or, where appropriate and in line with our terms and conditions, consideration of compensation for proven loss or damage.

Damage, Loss and Insurance Considerations

If your complaint concerns damage to or loss of items during a removal, we will handle this in accordance with our terms and conditions and any applicable insurance arrangements. We may ask you to provide photographs, descriptions of the damage, and evidence of value such as purchase receipts or estimates for repair. Prompt reporting of damage or loss helps us to investigate effectively and consider an appropriate response.

Escalating Your Complaint

If you are not satisfied with our written response, you may ask for your complaint to be reviewed again. In your escalation request, explain why you are unhappy with the outcome and what you believe should change. We will arrange for a further review, where possible by a person not directly involved in the original decision, and provide a final written response once that review is complete.

Your Responsibilities as a Customer

To help us deal with your complaint efficiently and fairly, we ask you to provide accurate information, give us reasonable time to investigate and respond, cooperate with our requests for clarification or evidence, and treat our staff with respect at all times. We will treat you courteously and expect the same in return.

Continuous Improvement

Man with Van Stockwell uses feedback and complaints as an opportunity to improve our removal services. We regularly review complaints to identify any patterns or recurring issues and to update our policies, staff training and working methods. Our goal is to minimise disruption, protect your belongings and deliver a smooth experience whenever you book a man and van or house move with us.

Policy Review

This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our services, legal requirements or industry practice. The most recent version will always apply to new complaints.

If you have any questions about this complaints procedure or how it applies to your situation, you are welcome to contact us and ask for clarification before submitting a complaint.