Complaints Procedure for Man With a Van Tooting

Man With a Van Tooting is committed to providing reliable, careful and professional removal and transport services. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our services, how we will respond, and what you can expect from us throughout the process.

Scope of this Complaints Procedure

This procedure applies to all customers who have used, or attempted to use, our man and van or removal services. A complaint is any expression of dissatisfaction about the standard of service, conduct of staff or contractors, handling of belongings, pricing, communication or any aspect of the move or booking process.

We treat all complaints seriously and use them to improve our services, including local and longer-distance moves, single-item transport, house and flat moves, and small office or business relocations.

How to Make a Complaint

You can make a complaint in writing or verbally. To help us handle your concerns efficiently, please provide as much detail as possible, including:

The date of the service and booking reference, if available

The address or general location where the service took place

A clear description of what went wrong and when it occurred

The names or descriptions of any staff involved, if known

Details of any damage, loss, delay or other issue you experienced

Any steps already taken to resolve the issue, and the outcome

What you would like us to do to put things right

We recommend submitting your complaint as soon as possible after the event so that we can investigate effectively.

Time Limits for Raising Concerns

You should raise your complaint within 14 days of the service date where possible. For issues involving alleged damage or loss to goods, we may ask for supporting evidence such as photographs, purchase receipts, or inventories. The sooner we receive this information, the better we can assess the situation.

Our Complaints Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log it and carry out an initial review. We will then:

Acknowledge receipt of your complaint within a reasonable period

Confirm that we are investigating and explain the next steps

Request any additional information we may need from you

Where an issue can be resolved quickly, we will attempt to provide an explanation or resolution at this stage.

Stage 2: Investigation

If the matter requires further investigation, we will:

Review your booking details and service records

Speak with the driver, movers or coordinators involved, where relevant

Review any photographs or evidence you provide

Consider our own policies, terms and conditions and industry practice

We aim to complete investigations promptly. More complex matters, such as alleged damage to property or disputes over timings and access, may take longer. We will keep you updated on progress and let you know if we require more information.

Stage 3: Response and Outcome

Following the investigation, we will provide a written or verbal response setting out:

Our understanding of your complaint

The findings of our investigation

Whether your complaint is upheld in full, in part, or not upheld

Any proposed resolution, corrective action or explanation

Possible outcomes may include an apology, clarification of our terms, service improvements, practical steps to correct an error, or, where appropriate and subject to our terms, consideration of financial compensation or contribution to costs.

Escalation of Your Complaint

If you are not satisfied with the outcome at Stage 3, you may request that your complaint is reviewed again. To do this, please explain clearly why you are unhappy with the decision or the way your complaint was handled, and provide any new information you feel is relevant.

We will conduct a further review, which may involve a different person within the business where possible, and provide a final response. This will normally represent the end of our internal complaints process.

Fairness and Confidentiality

We handle all complaints fairly, consistently and without discrimination. We do not treat customers unfavourably because they have raised concerns. We will keep your complaint and any related information confidential, sharing it only with those who need to know in order to investigate and resolve the matter.

Information from complaints may be used internally for training, risk management and service improvement, but will not be shared externally except where required by law or with your consent.

Evidence and Condition of Goods

Where a complaint relates to damage or loss, we may need to assess:

The condition and packaging of items before and after the move

Any pre-existing damage or vulnerability

Access issues such as narrow staircases, lifts or restricted entrances

Whether special handling was requested or required

We may ask for photographs, repair estimates or other supporting evidence. Our assessment will be guided by our terms and conditions and reasonable care standards for handling goods in transit.

Using Complaints to Improve Our Service

We review complaints regularly to identify patterns and areas where we can improve. This may include:

Additional staff training on packing, lifting and handling techniques

Better communication about timings, access, parking and loading

Clearer explanations of our terms and limits of liability

Improvements to booking and confirmation procedures

Our goal is to provide dependable, courteous and efficient moving services across our operating area. Feedback and complaints help us achieve that objective.

Contact and Updates

During the complaints process, you can contact us for an update on the status of your case. We will aim to respond to all communications concerning an open complaint within reasonable timeframes and to keep you informed of any significant developments or delays in our investigation.

By using our services, you agree that this Complaints Procedure, together with our terms and conditions, will apply to how we handle and respond to any concerns you raise about our work.