Complaints Procedure

Complaints Procedure for Man with Van Lower Clapton

This complaints procedure explains how customers can raise concerns about the services provided by Man with Van Lower Clapton and how those concerns will be handled. It applies to all work we undertake, including local removals, man and van hire, and related transport services.

Our Commitment to You

We aim to provide a reliable, careful and professional removal service. If something goes wrong, we want to know about it so we can put it right and improve our service. All complaints are taken seriously, treated with respect and handled in a fair and timely manner.

What This Procedure Covers

This procedure covers complaints about any aspect of our removal and man and van services, including booking, communication, handling of belongings, conduct of staff, timing of jobs and invoicing. It is designed for private and business customers who have booked our services directly.

Raising a Complaint

If you are unhappy with any part of our service, please tell us as soon as possible. In many cases, issues can be resolved quickly on the day. If you notice a problem during the move, raise it with the person in charge of the job so we have an opportunity to address it immediately.

If the issue cannot be resolved at the time, or you only become aware of a problem after the service has been completed, you can submit a formal complaint. Please include the following information to help us investigate:

Your full name
Date of the service and pick up and drop off locations
A clear description of what went wrong
Any relevant job or booking reference
Details of any damage, delays or additional costs
What you would consider a fair outcome

Providing clear and accurate information will help us understand your concerns and respond efficiently.

Time Limits for Complaints

We ask that complaints are raised as soon as reasonably possible after the service. This helps us retrieve records, speak to staff while events are still fresh in their minds and, where relevant, assess any reported damage.

For concerns about service quality, timing or staff conduct, please raise your complaint within 14 days of the service date where possible. For concerns involving loss or damage to items, please contact us as soon as you become aware of the issue and provide supporting details and evidence such as photographs.

How We Handle Your Complaint

Once we receive your complaint, we will log it and begin an internal review. Our process is as follows:

1. Acknowledge your complaint and confirm it is being investigated.
2. Review your account of events and any supporting information you have provided.
3. Check our booking details, job notes and any relevant records.
4. Speak with the staff who carried out your removal or man and van job, where appropriate.
5. Assess whether our service, processes or performance fell short of our standards.
6. Decide on an appropriate response, which may include an explanation, an apology, corrective action, or where applicable, a gesture of goodwill or contribution to costs.

We aim to complete our investigation and respond to you within 14 working days of receiving your complaint. If the matter is complex and more time is required, we will let you know and keep you updated on progress.

Our Response

When we have completed our investigation, we will provide you with a clear response setting out:

What we have understood your complaint to be
The steps we took to investigate
Our findings and any relevant explanations
Whether your complaint has been upheld in full, in part, or not upheld
Any actions we will take to put things right or prevent a similar issue in future

Where we are at fault, we will apologise and explain what we are doing to address the problem. Where we do not agree with part or all of your complaint, we will explain our reasons based on the evidence available.

Evidence and Damage Claims

If your complaint relates to damage or loss of items during a move, we may ask you for additional information or evidence. This can include photographs, descriptions of the items, proof of value or purchase, and any relevant insurance details. Providing this information promptly helps us assess the situation fairly.

All handling of damage or loss complaints will take into account our terms and conditions and any agreed limits of liability. Where appropriate, we may suggest that you also contact your own insurance provider.

Escalating a Complaint

If you are not satisfied with our initial response, you can ask for your complaint to be reviewed again. When requesting an escalation, please explain why you are unhappy with the outcome and whether you have any additional information you wish us to consider.

We will re-examine the case, including our initial investigation and findings, and respond with a final decision. This will usually be our final internal position on the matter.

Fair Treatment and Confidentiality

No customer will be treated less favourably for making a complaint in good faith. We will keep complaints confidential and only share information internally where it is necessary to investigate and resolve the issue. Personal information will be handled in line with our data protection obligations.

Using This Procedure

This complaints procedure is intended to be clear and accessible for all customers of Man with Van Lower Clapton, whether you are using us for a small flat move, a larger household removal or a single-item transport. By following these steps, you can help us understand and address any concerns you may have about our service, and we can continue to maintain and improve the standards we offer across our removal and man and van work.