Complaints Procedure
Man and a Van Wimbledon Complaints Procedure
This Complaints Procedure explains how customers of Man and a Van Wimbledon can raise concerns about our man and van and removals services, and how we will investigate and respond. We are committed to handling all complaints in a fair, timely and professional manner, and to using the outcome to improve our services.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear and accessible process for customers who are dissatisfied with any aspect of our removal or transport services. This includes concerns about booking, communication, collection, loading, transportation, delivery, timing, conduct of staff, or the condition of items and property.
We aim to:
Listen carefully to your concerns and treat you with courtesy and respect at all times.
Investigate complaints thoroughly and objectively.
Provide a clear and prompt response, including reasons for our decisions.
Where appropriate, offer a practical resolution or corrective action.
Review complaints to identify ways to improve our services and internal training.
Scope of Complaints Covered
This procedure applies to all customers who have used, or attempted to use, our man and van or house and office removal services. You may complain about, for example:
Service quality and performance, including punctuality and reliability.
Care and handling of your belongings during loading, transit and unloading.
Conduct, attitude or behaviour of our drivers, porters or administrative staff.
Charges, invoicing, or clarity of pricing and quotes.
Booking errors, communication issues, or information provided before or during the move.
Damage to items or property where you believe we may be responsible, subject to our terms and conditions.
How to Make a Complaint
We encourage customers to tell us about any problem as soon as possible so that we have the best opportunity to put things right. You may raise a complaint in any written format that allows you to clearly describe what happened and what outcome you are seeking.
When making a complaint, please provide as much detail as you can, including:
Your full name and any reference or booking details related to the job.
The date and approximate time of the move or incident you are complaining about.
A clear description of what went wrong or why you are dissatisfied.
Names or descriptions of any staff involved, if known.
Details of any damage or loss you believe has occurred, including photographs where possible.
Any steps you have already taken to try to resolve the issue informally.
What you consider to be a fair and reasonable outcome.
Time Limits for Submitting Complaints
To help us investigate effectively, we ask that you raise your complaint as soon as you become aware of a problem. For complaints relating to service provision, it is helpful if you contact us within a short time of the move taking place, and for any alleged damage or loss, as soon as the issue is discovered. Delays in notifying us may affect our ability to investigate fully and could limit the remedies available, especially where third parties, storage, or subsequent transport are involved.
Our Complaints Handling Stages
We operate a simple, staged approach to handling complaints so that your concerns are addressed as quickly and fairly as possible.
Stage 1: Initial Review
Once we receive your complaint, we will acknowledge it and record the details. An initial review will be carried out, usually by a member of our management or customer service team who was not directly involved in the matter you are complaining about. We aim to provide an initial response within a reasonable period, setting out our understanding of your complaint and the next steps.
Stage 2: Investigation
We may need to carry out a more detailed investigation, which can include speaking to staff involved in the booking or move, reviewing job sheets, vehicle logs, photographs and any relevant messages or paperwork. During this stage, we may contact you to clarify details or request further information, especially where damage or loss is alleged.
Stage 3: Outcome and Response
After we have completed our investigation, we will provide you with a written response explaining:
The key issues we have considered and any factual findings.
Whether your complaint has been upheld in full, upheld in part, or not upheld.
Any explanation or reasons for our decision.
Any practical steps we propose to take, which may include an apology, corrective action, further work, or, where appropriate and in line with our terms and conditions, a financial remedy or contribution.
We will make every effort to resolve your complaint as quickly as practical. If, due to the complexity of the matter, we need more time, we will let you know and provide an updated timescale.
Escalation of Complaints
If you are dissatisfied with the outcome of your complaint at the conclusion of our internal review, you may request that the decision be reconsidered by a more senior member of the team, where available. When requesting escalation, please set out which parts of our response you disagree with and why, and provide any additional information or evidence you wish us to consider. The escalated review will focus on whether the original investigation was fair, thorough and reasonable in light of the information available.
Claims for Loss or Damage
Where your complaint concerns alleged loss or damage to items or property, we will consider it in line with our terms and conditions and any applicable limitations of liability. We may request evidence such as photographs, proof of value, and details of any pre-existing damage. For certain moves, you may have been advised to obtain your own insurance cover, and this may be relevant to how a claim is resolved.
Data Protection and Confidentiality
All complaints will be handled in accordance with applicable data protection laws. Information you provide will be used only for the purpose of investigating and resolving your complaint, improving our services, and meeting our legal or regulatory obligations. We will keep your personal information secure, and we will only share it where necessary, such as with insurers or professional advisers, and always in compliance with data protection requirements.
Continuous Improvement
Man and a Van Wimbledon values feedback from customers across all aspects of our removal and man and van services. We review complaints periodically to identify recurring themes or areas where our procedures, staff training or service delivery can be strengthened. By following this Complaints Procedure, we aim not only to resolve individual issues, but also to provide a more consistent and reliable moving service for all customers in our service area.
