Man with Van Streatham Complaints Procedure

Man with Van Streatham is committed to delivering a reliable, professional and friendly removal service. However, we recognise that sometimes things can go wrong. 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.

1. Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for customers who are dissatisfied with any aspect of our services, including household moves, office relocations, or man and van bookings. Our aims are to:

• Make it easy for you to tell us when something has gone wrong.
• Respond promptly and courteously.
• Investigate complaints thoroughly and impartially.
• Offer a fair outcome and, where appropriate, put things right.
• Use feedback to improve our services in Streatham and surrounding areas.

2. What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not. This may include, for example:

• Delays or missed appointments.
• Damage to property or possessions.
• Concerns about the conduct or attitude of staff or drivers.
• Issues with how your booking or payment was handled.
• Any other matter where you feel our service has fallen short of expectations.

If you are unsure whether your issue is a complaint, please raise it with us anyway so that we can review and respond appropriately.

3. How to Make a Complaint

You can make a complaint in writing or verbally. Wherever possible, we encourage written complaints so that details are clear and recorded. When submitting a complaint, please provide:

• Your full name.
• The date and time of your booking or service.
• The collection and delivery locations.
• A clear description of what went wrong.
• Any supporting information such as photos, inventory lists, or receipts.
• What outcome you are seeking, for example an explanation, apology, or compensation consideration.

We ask that you raise your complaint as soon as possible after the issue occurs and ideally within 14 days of the service date, so that we can investigate while information is still fresh.

4. Our Initial Response

Once we receive your complaint, we will:

• Acknowledge it as soon as reasonably practicable.
• Record the details in our internal complaints log.
• Allocate a person responsible for handling your case.

In many cases, straightforward issues can be clarified and resolved at this early stage. Where this is possible, we will provide you with a summary of what went wrong and how we propose to put it right.

5. Investigation Process

If your complaint requires further investigation, we will:

• Review booking records, job sheets and any supporting documents.
• Speak to the driver or team members involved.
• Assess any photos or evidence that you have provided.
• Consider our terms and conditions and insurance position.

Our aim is to complete most investigations within 14 working days. If we need more time due to the complexity of the matter, we will let you know and provide an updated timeframe. During the investigation, we may contact you to request further information or clarification to ensure we fully understand the circumstances.

6. Outcomes and Remedies

After concluding our investigation, we will write to you with our findings and any proposed resolution. Possible outcomes may include:

• An explanation of what happened and why.
• A sincere apology where our service has fallen below expected standards.
• Practical steps to correct the issue where possible.
• A goodwill gesture or contribution towards loss, if appropriate and in line with our terms and conditions.
• Confirmation of any changes we will make to improve our service.

Any consideration of compensation will take into account the information available, responsibility for the issue, the extent of any loss or damage, and our contractual terms.

7. If You Are Not Satisfied with Our Response

If you are unhappy with the outcome of your complaint or feel that it has not been handled fairly, you may request a review. In doing so, please explain:

• Why you disagree with our findings or decision.
• Any information you feel we have overlooked or misunderstood.
• What resolution you would consider fair.

Where possible, your complaint will then be reviewed by a different person who was not directly involved in the original investigation. We will aim to complete this review within a reasonable timeframe and share our final position with you.

8. Time Limits for Complaints

To allow an effective investigation, we ask that damage-related complaints are reported as soon as possible and no later than 7 days after the service date. Other service-related concerns should ideally be raised within 14 days. Complaints received after a significant delay may be more difficult to investigate fully, and this may limit the options available for resolution.

9. Your Responsibilities

To help us address your complaint efficiently, we ask that you:

• Provide accurate, honest and complete information.
• Keep any relevant documentation, photos or receipts.
• Communicate with our team in a respectful and constructive manner.
• Allow reasonable time for us to investigate and respond.

10. Continuous Improvement

We value feedback from customers across our moving and man and van services, including local and longer-distance moves. All complaints are reviewed periodically to identify patterns and areas where we can improve training, procedures, or communication. By following this Complaints Procedure, we aim not only to resolve individual issues but also to strengthen the overall quality and reliability of our service.

This Complaints Procedure does not affect your statutory rights. If you have any questions about how it works or how to raise a concern, please contact us and we will be happy to explain the process in more detail.