Complaints Procedure for Man and a Van Battersea
Man and a Van Battersea is committed to providing a reliable and professional removals service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our moving or transport services, how we will respond, and the standards you can expect from us.
Purpose of this Complaints Procedure
The aim of this procedure is to provide a clear and fair process for dealing with complaints about our removal and man and van services. We use all feedback, including complaints, to help us improve our operations, staff training and customer service. This procedure applies to all customers who have used our services or have a confirmed booking.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our service, whether justified or not, which requires a response. This may include, for example:
Concerns about how a move was carried out, including punctuality or conduct of staff. Issues relating to the handling, loading, transport or unloading of items. Disputes regarding charges, invoicing or payment terms. Concerns about communication before, during or after a move. Dissatisfaction with how an earlier issue or query was handled.
General enquiries, requests for quotes or routine service questions are not treated as complaints under this procedure and will be handled through our normal customer service processes.
How to Make a Complaint
We encourage you to raise any concerns as soon as possible so that we can investigate and resolve them promptly. You can make a complaint in writing or over the phone. When you contact us, please provide:
Your full name and the address where the service was carried out. The date of your move or the date of the incident. A clear description of what went wrong and how it has affected you. Details of any items involved, including descriptions and estimated values if relevant. Any supporting information such as photos, job reference numbers or names of staff you dealt with. What outcome or resolution you are seeking, if you have a specific request.
Providing full information at the outset helps us to investigate more efficiently and respond more quickly.
Our Complaints Handling Stages
Stage One: Initial Review and Acknowledgement
Once we receive your complaint, we will log it in our internal system and allocate it to a suitable member of our management team. We will normally acknowledge your complaint within three working days. The acknowledgement will confirm that we have received your complaint and outline the next steps and indicative timeframes.
Stage Two: Investigation
A manager will review the details of your complaint carefully. This may include:
Speaking with the crew or team members involved in your move. Reviewing any notes, job sheets or photographs from the day of service. Checking vehicle logs or scheduling records relevant to your booking. Considering any written correspondence or messages already exchanged with you.
During this stage, we may contact you for further information or clarification. We aim to complete our investigation and provide a full response within 14 working days of acknowledging your complaint. If the matter is complex and we need more time, we will let you know and give you an updated timescale.
Stage Three: Outcome and Response
When the investigation is complete, we will provide you with a written response setting out:
A summary of your complaint and the issues considered. The findings of our investigation. Whether your complaint is upheld in full, in part, or not upheld. Any steps we have already taken or will take to resolve the matter. Any goodwill gestures, compensation or service adjustments being offered, where appropriate. Any changes we plan to make to our processes or training as a result of your feedback.
We aim to be transparent, fair and proportionate in our responses. Where we identify that we have fallen short of our standards, we will apologise and explain how we intend to put things right.
Appeals and Further Review
If you are not satisfied with our Stage Three response, you may request a further review. You should do this within 14 days of receiving our written outcome, setting out which aspects of the decision you disagree with and why.
Where possible, your complaint will then be reviewed by a senior member of staff who was not involved in the original investigation. They will consider the evidence, our previous response and any additional information you provide. We will then issue a final response, normally within 14 working days of receiving your request for a review.
Timescales and Expectations
We aim to handle all complaints as efficiently as possible. While the timescales mentioned in this procedure are targets rather than guarantees, we will always try to keep you informed if we expect any delay. You can help us by responding promptly to any requests for additional information and by keeping communication clear and factual.
Confidentiality and Data Protection
All complaints are handled in confidence and in line with our data protection obligations. Information you provide will be used solely for the purpose of investigating and resolving your complaint and for improving our services. We will only share details internally with staff who need to know in order to deal with your case.
Using Feedback to Improve Our Removals Service
Complaints and customer feedback are an important part of how we maintain and improve the quality of our man and van and removal services. We regularly review complaint trends to identify areas where we can enhance staff training, update procedures, improve communication or adjust how we plan and manage moves. By following this Complaints Procedure, we aim to resolve individual issues fairly while continually improving the service delivered to all our customers.
This Complaints Procedure does not affect your statutory rights. We encourage you to contact us whenever you have concerns so that we can address them constructively and professionally.
