Complaints Procedure

Man with Van Dulwich Complaints Procedure

Man with Van Dulwich aims to provide a reliable, careful and professional removal service across our operating area. We recognise that, on occasion, customers may feel that we have not met the standard they expected. This Complaints Procedure explains how you can raise any concerns with us, how we will respond, and the steps we take to resolve matters fairly and efficiently.

Purpose of This Complaints Procedure

The purpose of this procedure is to give you a clear route to tell us when something has gone wrong and to explain what you can expect from us in response. It applies to all services we provide, including man and van work, house and flat moves, small office relocations, and general transport of goods. Our goal is to use your feedback to put things right for you and to improve our service for future customers.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may involve issues such as delays, handling of items, conduct of staff, communication, charges you believe are incorrect, or any other aspect of your experience with Man with Van Dulwich.

How to Make a Complaint

You may raise a complaint in writing or verbally. Written complaints help us to understand the details more clearly, but we will accept complaints in whichever way is easiest for you.

Please provide as much detail as you can, including:

The date of the move or service, the collection and delivery addresses, a description of what went wrong, any items affected, and what you would like us to do to resolve the matter.

When to Make a Complaint

We encourage you to raise any concerns as soon as possible so that we can investigate while details are still fresh. For issues relating to damage or loss of items, we ask that you contact us promptly after the service has been completed. If you notice damage later, please let us know as soon as you become aware of it and provide photographs where possible.

Stages of Our Complaints Process

We handle complaints in clear stages to ensure they are dealt with consistently and fairly.

Stage One: Initial Review

Once we receive your complaint, we will record the details and carry out an initial review. We aim to acknowledge receipt of your complaint within a reasonable timescale. During this stage we may contact you to clarify any points, request further information, or ask for photographs or documents that help us understand what has happened.

Stage Two: Investigation

A member of our team will investigate your complaint in detail. This may involve talking to the crew who carried out your move, checking schedules and job notes, reviewing any relevant photographs or condition reports, and considering our terms and conditions as they applied to your booking. We aim to reach a conclusion within a fair and timely period, taking into account the complexity of the matter.

Stage Three: Outcome and Response

When our investigation is complete, we will inform you of the outcome and the reasons for our decision. Where we find that we have made a mistake or could have done better, we will explain what went wrong and what we propose to do to put things right. This may include an apology, corrective action, or, where appropriate and in line with our terms, a financial remedy.

Timescales for Handling Complaints

We aim to handle all complaints as quickly as is reasonably possible. Response times may vary depending on the complexity of the issue and whether we need additional information from you or from our team members. If we are unable to provide a final response within a reasonable time, we will keep you updated on the progress of our investigation and let you know when you can expect a further update.

Your Responsibilities When Making a Complaint

To help us resolve your complaint effectively, we ask that you provide accurate information and keep any relevant documents or photographs relating to your move. Please set out your concerns calmly and clearly so that we can understand the issues fully. If we request further details, providing these promptly will assist in bringing the matter to a conclusion without unnecessary delay.

How We Aim to Resolve Complaints

Our priority is to reach a fair outcome for both you and our business. If we agree that we have not provided the service you should reasonably expect from a removal company, we will look at appropriate options to resolve the situation. These may include practical solutions such as return visits, corrective work, or, where relevant and in line with our policies, a partial or full refund or contribution towards repair or replacement. Every case is considered on its individual facts and in accordance with our terms and conditions.

Learning from Complaints

We treat complaints as an important source of feedback about our man and van and removal services. Where we identify patterns or recurring issues, we will review our working practices, staff training, equipment, and communication to reduce the likelihood of similar problems arising in future. Our aim is to use your experience to improve how we plan jobs, protect items, manage timings, and communicate before, during and after each move.

Confidentiality and Data Protection

All complaints are handled with appropriate confidentiality. Information about your complaint will be shared only with those who need it in order to investigate and resolve the matter. We handle any personal data you provide in accordance with applicable data protection principles and only use it for the purpose of managing your complaint and improving our services.

Further Concerns

If, after we have completed our internal complaints process, you remain unhappy with our final response, you may wish to seek independent advice. While we cannot give legal or professional advice, we will always be open to reviewing any new information you provide and, where reasonable, to reconsidering our position.

Our Commitment to You

Man with Van Dulwich is committed to treating all customers with respect, listening carefully when things go wrong, and responding in a fair and proportionate way. By following this Complaints Procedure, we aim to resolve issues constructively and to maintain the trust of the people and businesses that rely on our removal and man and van services.