Complaints Procedure

Complaints Procedure for Man with Van Streatham

Man with Van Streatham is committed to providing a reliable and professional removal service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we will work with you to reach a fair outcome. Our aim is to resolve all issues promptly, transparently and constructively.

Scope of This Complaints Procedure

This procedure applies to all domestic and small business customers who use our removal and man and van services. It covers complaints about the standard of service received, conduct of staff or drivers, accuracy of information provided, handling of belongings, punctuality, and billing or charges related to completed or scheduled moves.

This procedure does not cover general enquiries, requests for quotes, or issues that are being dealt with through legal proceedings or insurance claims that are already in progress. However, we will always advise you if your concern falls outside this procedure and indicate the most appropriate route to follow.

Our Complaints Principles

When you raise a complaint with Man with Van Streatham, we will:

Listen carefully to your concerns and treat you with respect and courtesy at all times. Take your complaint seriously and investigate it thoroughly and impartially. Aim to resolve matters at the earliest opportunity, often within the first stage. Keep you informed of progress and expected timescales. Explain our findings clearly, including any actions we will take to put things right or improve our service.

How to Make a Complaint

You can raise a complaint using any written method that is convenient for you. We encourage you to provide as much detail as possible so that we can investigate effectively. When submitting your complaint, please include the following information where possible:

Your full name and the best way for us to contact you in writing. The date of your move or the date of the incident you are complaining about. The collection and delivery locations for your move. A clear description of what went wrong and when it happened. Details of any conversations already held with our team about the issue. Copies of any relevant documents such as booking confirmations, photographs of damage, or receipts.

If you raise your concern verbally at the time of service, our team will try to resolve the issue immediately. If this is not possible, we will ask you to put your complaint in writing so that it can be logged and investigated formally.

Stage One – Initial Review and Response

Once we receive your written complaint, we will acknowledge it in writing within a reasonable period of time. During this stage, your complaint will normally be reviewed by a member of the management team who was not directly involved in the issue, wherever possible.

We may contact you to clarify details, request additional information, or discuss possible solutions. This helps ensure that we fully understand your concerns before reaching a conclusion. We aim to provide a written response to stage one complaints within ten working days of acknowledgement. If the matter is complex or requires further investigation, we will inform you of any revised timescales and provide regular updates.

Our stage one response will set out what we have understood your complaint to be, the steps we have taken to investigate it, our findings, and any actions we propose. These actions may include an apology, a practical remedy such as a return visit, a review of our internal processes, staff training, or where applicable and appropriate, a goodwill gesture.

Stage Two – Escalation and Further Review

If you are not satisfied with our stage one response, you may request that your complaint is escalated to stage two. You should do this in writing, explaining why you remain dissatisfied and what outcome you are seeking.

At stage two, a senior member of our team who has not previously been involved will carry out a further review. They will look again at the information considered at stage one and assess any additional points or evidence you provide. We may contact you during this stage to discuss your concerns in more detail.

We aim to provide a written response to stage two complaints within fifteen working days of acknowledgement. If more time is required due to the complexity of the matter, we will let you know and give you an updated timescale. The stage two response will be our final position on the complaint under this internal procedure.

Outcomes and Remedies

Our goal is always to reach a fair and reasonable outcome based on the evidence available. Possible outcomes may include:

A full or partial apology and explanation of what went wrong. Corrective action in relation to your removal service, where practical. A review and improvement of our policies, procedures, or staff training. Clarification of our terms and conditions where there has been a misunderstanding. Consideration of appropriate goodwill gestures, where justified.

Where your complaint relates to alleged loss or damage of items, any offer of compensation will be subject to our terms and conditions and any applicable insurance arrangements. We may ask you to provide photographs, proof of value, or other supporting documentation to help us assess the claim.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is shared only with staff who need it to investigate and respond. We will store and handle your personal data in line with relevant data protection requirements. Information arising from complaints may be used internally to monitor performance, identify trends, and improve our services, but will not be used in a way that identifies individual customers without their consent unless required by law.

Using Complaints to Improve Our Service

Man with Van Streatham views complaints as an important opportunity to learn and improve. We regularly review the nature and frequency of complaints, any recurring issues, and how they were resolved. This helps us refine our processes, improve staff training, and enhance our removal services across our operating area.

By following this complaints procedure, we aim to ensure that every concern is treated fairly, responded to promptly, and used positively to improve the experience of all customers who rely on our man and van services.