Complaints Procedure

Man With a Van Lambeth Complaints Procedure

Man With a Van Lambeth is committed to delivering a reliable and professional removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so that we can put things right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Our Commitment to You

We aim to make it straightforward for you to tell us if something has gone wrong. Every complaint is taken seriously and handled in a fair, consistent and timely manner. We will always try to resolve issues at the earliest possible opportunity and keep you informed throughout the process.

What Is a Complaint

A complaint is any expression of dissatisfaction about our removal or man and van services, whether it relates to the booking process, conduct of our team, punctuality, handling of your belongings, pricing, or any other aspect of your experience with us. A complaint can be made by the person who booked the service or by someone acting with their permission.

Raising a Complaint

We encourage you to raise any concerns as soon as possible so that we can address them promptly. You can make a complaint verbally or in writing. Please provide as much detail as you can, including:

The date of your move or service, the collection and delivery locations, a description of what went wrong, details of any damage, loss, delay, or service issue, and what outcome you are seeking. Clear information helps us investigate your complaint thoroughly and efficiently.

Informal Resolution

Many issues can be resolved quickly by speaking directly with a member of our team at the time of service or shortly after. If you raise a concern informally, we will do our best to resolve it straight away or within a short period. If we cannot resolve the matter informally to your satisfaction, you may ask for your complaint to be handled under the formal complaints process.

Formal Complaints Process

When a complaint is handled formally, we follow a structured process to ensure a fair and consistent outcome. The stages are as follows.

1. Acknowledgement

Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. In this acknowledgement, we will confirm that we have received your complaint and explain the next steps, including who will be responsible for investigating the matter.

2. Investigation

A designated member of our team will review your complaint in detail. This may include checking booking records, communication logs, vehicle schedules, and any photographs or notes taken by our staff. Where relevant, we may contact you to ask for further information or clarification. We may also speak to staff members who were involved in your move to gain a clear picture of what happened.

3. Response

After the investigation is complete, we will provide you with a written response setting out our findings, any conclusions we have reached, and what actions we propose to take. Where we find that we have fallen short of our standards, we will explain what went wrong and how we will prevent similar issues in future.

Timeframes

We aim to resolve complaints as quickly as possible. Many complaints can be resolved within a short period, but more complex matters may take longer. If we need additional time to investigate your complaint, we will let you know and keep you updated on the progress.

Possible Outcomes and Remedies

Depending on the nature of your complaint and the outcome of our investigation, we may offer one or more of the following remedies where appropriate:

An explanation and apology, corrective action such as revisiting your property or completing missed tasks, a review of our internal processes or staff training, or financial remedies where these are justified and in line with our terms and conditions. Any remedy offered will take into account the specific circumstances of your case.

Your Responsibilities

We ask that you raise your complaint honestly and provide accurate information. For issues relating to damage or loss of items, it is important that you notify us as soon as reasonably possible and retain any relevant evidence, such as photographs, receipts, or reports. This helps us investigate and, where appropriate, process any claim in a fair and timely way.

Behaviour and Communication

Our team will always treat you with courtesy and respect, and we expect the same in return. We understand that moving can be stressful and that complaints often arise from difficult situations, but we will not tolerate abusive, threatening or discriminatory behaviour towards our staff. In such circumstances, we may limit communication to written correspondence.

Learning From Complaints

We view complaints as an important source of feedback that helps us improve our man and van and removal services. We regularly review complaints to identify patterns, recurring issues or areas where our processes or staff training can be strengthened. By doing so, we aim to reduce the likelihood of similar problems occurring in the future and to enhance the overall experience for our customers.

If You Are Still Unhappy

If you remain dissatisfied after we have completed our complaints process, you may ask us to review the matter again or provide further explanation. We will consider any new information you provide and respond as fully as we can. Our intention is always to reach a fair and reasonable outcome based on the evidence available and our obligations under our terms of service.

Updates to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our operations, best practice or applicable requirements. The current version will always apply to any new complaint raised. If you have any questions about how this procedure works, you can contact us for clarification before, during or after using our services.