Complaints Procedure

Man With a Van Camberwell Complaints Procedure

Man With a Van Camberwell is committed to providing a reliable, professional and friendly removal service. While we work hard to get things right first time, we recognise that issues can occasionally arise. This complaints procedure explains clearly how you can raise a concern, what you can expect from us, and how we will work with you to resolve matters fairly and promptly.

1. Purpose of this Complaints Procedure

The purpose of this complaints procedure is to give customers a straightforward and transparent route to raise concerns about our services, including home removals, office moves, packing, loading, transport and delivery. It sets out:

How to make a complaint
What information we need from you
How we will acknowledge and investigate your complaint
How and when we will respond
What to do if you are not satisfied with the outcome

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, about the standard of our service, our staff, our vehicles, or the way we have handled a previous concern. Examples of complaints may include:

Delays or missed collection or delivery times
Damage to property, goods, or premises during a move
Items missing after a removal or delivery
Poor communication about timings or arrangements
Conduct or behaviour of staff during a move
Incorrect charges or issues with invoices

We encourage you to raise any concern as soon as possible so that we have the best opportunity to investigate and resolve it.

3. How to Make a Complaint

You can raise a complaint verbally or in writing. For clarity and to help us investigate effectively, we recommend submitting your complaint in writing wherever possible. When making a complaint, please provide the following information:

Your full name
The address where the service was carried out
The date of your move or booking
A clear description of what went wrong
Any relevant reference numbers, if provided
Details of any loss or damage, including photos where possible
What outcome you are seeking, for example an explanation, apology, or review of charges

Please make your complaint as soon as reasonably possible after the event, ideally within 14 days of the service being carried out, so that details remain clear and any evidence is easier to verify.

4. Informal Resolution in the First Instance

In many cases, we can resolve concerns quickly and informally. If an issue arises during or immediately after a move, please speak to the driver or team leader on site and explain the problem. They will do their best to put things right straight away, such as adjusting how items are handled, clarifying arrangements, or noting any damage for further review.

If the issue cannot be resolved on the day, or you feel unhappy with the response given, you can escalate your concern through the formal complaints process set out below.

5. Formal Complaints Process

Once we receive your formal complaint, we will follow these steps:

Acknowledgement: We will acknowledge receipt of your complaint within five working days. This acknowledgement will confirm that we have received your complaint and that an investigation is underway.

Investigation: A member of our management team will review your complaint. This may involve speaking to the crew members involved, reviewing booking details and schedules, examining photographs or other evidence, and considering any relevant notes recorded on the day of your removal.

Request for Further Information: If we need more detail from you, we will contact you to request clarification, further description, or supporting information. Providing this promptly will help us complete the investigation without delay.

Response: We aim to provide a full written response within 20 working days of acknowledging your complaint. If the matter is particularly complex or requires additional enquiries, we will let you know and give you an updated timescale.

6. Possible Outcomes

When our investigation is complete, we will explain clearly what we have found and what action we will take. Possible outcomes may include:

A written explanation of what happened and why
A formal apology where we have fallen short of our standards
Correcting information or amending our records
Reviewing and, where appropriate, adjusting charges
Offering a goodwill gesture where justified
Explaining why we are unable to uphold your complaint, if that is the conclusion

We will always aim to be fair, proportionate and consistent in how we consider complaints.

7. Complaints about Loss or Damage

If your complaint relates to loss or damage to items during a removal, it is important that you notify us as soon as you reasonably become aware of the issue. Please provide clear photographs of the damage, a description of the items affected, and any relevant purchase or value information that can help us assess the situation.

We will review the circumstances of the move, how items were packed and handled, any existing condition notes, and the details you supply. Our response will reflect our findings and any applicable terms provided at the time of booking.

8. If You Remain Unhappy

If, after receiving our formal response, you feel that your complaint has not been satisfactorily resolved, you may ask for a further review by a senior member of our team. You should do this within 14 days of our final response, setting out why you remain dissatisfied and what outcome you are seeking.

The senior review will consider both your original complaint and the way it was handled. We will then provide you with a final position. This will normally be our last step in the internal complaints process.

9. Our Commitment to Learning and Improvement

Every complaint, whether upheld or not, is an opportunity for us to review and improve how we operate. We regularly review complaints to identify patterns or recurring issues. Where necessary, we may provide further staff training, adjust our procedures, or improve communication with customers to prevent similar problems in future.

By following this complaints procedure, Man With a Van Camberwell aims to ensure that all concerns are handled promptly, respectfully and fairly, helping us maintain a dependable removal service across our operating area.