Complaints Procedure

Complaints Procedure for Man with Van Rotherhithe

Man with Van Rotherhithe is committed to providing a reliable and professional removal service for households and businesses. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.

Our Commitment to You

We aim to deliver a smooth, efficient and respectful moving experience across our service area. When you tell us something has gone wrong, we see it as an opportunity to put matters right and improve our services. We will treat every complaint seriously, investigate it fairly and aim to resolve it as quickly as possible.

We are committed to:

Listening carefully to your concerns, treating you with courtesy and respect at all times, investigating complaints in an objective and proportionate way, keeping you informed about the progress of your complaint, and offering clear explanations, appropriate remedies and, where necessary, improvements to our practices.

What This Complaints Procedure Covers

This procedure applies to any complaint about our man and van and removal services, including local moves, small office relocations, packing assistance and loading or unloading services. It covers issues such as service quality, conduct of staff, timing and communication, handling of goods, and billing and charges.

This procedure does not cover matters that are already the subject of legal proceedings, fraudulent or abusive complaints, or complaints relating to services provided by third parties that are outside our control.

Raising a Complaint

We encourage you to raise any concern as soon as possible so that we can address it promptly. You can make a complaint verbally to a member of the team on the day of your move, or in writing to our customer service team. When making a complaint, please provide your full name, the date of your move, the collection and delivery addresses, a clear description of what went wrong, and any supporting information such as photographs of damage, inventory lists or copies of invoices.

Providing as much detail as possible at the outset will help us investigate more effectively and resolve the matter sooner.

Stage One: Initial Response

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. If your complaint was made verbally and cannot be resolved immediately, we may ask you to confirm the details in writing so that we have a clear record of the issues raised.

In many cases, straightforward concerns about timing, conduct or minor service issues can be resolved quickly at this stage through discussion with the relevant team member or supervisor. We will attempt to provide a full response promptly, explaining what went wrong and what we can do to put things right.

Stage Two: Investigation and Formal Review

If your complaint cannot be resolved at Stage One, or if it involves more complex matters such as alleged damage to goods or disputes regarding charges, it will be escalated for formal review. A manager or appointed representative will review all available information, which may include speaking with the staff involved, checking job records and schedules, considering photographs or inventories, and assessing any evidence you have provided.

We aim to complete our investigation within a reasonable period. If we need more time, we will let you know and explain the reasons for the delay. After the investigation, we will send you a written outcome that sets out a summary of your complaint, the steps we took to investigate, our findings and decision, and any proposed resolution or remedy.

Possible Outcomes and Remedies

Depending on the nature of the complaint and the outcome of our investigation, possible remedies may include an explanation and, where appropriate, an apology, corrective actions during or after your move where still possible, practical steps to minimise any ongoing inconvenience, reviewing and improving our internal processes or staff training, or financial remedies where responsibility is established and supported by evidence and applicable terms.

Any financial or practical remedy will be considered in line with our terms and conditions, and any relevant limitations or exclusions that apply to removal services.

Complaints About Damaged or Missing Items

If your complaint involves damaged or missing items, please notify us as soon as you become aware of the issue. To assist us, we may ask you to provide details of the items involved, such as descriptions and approximate values, photographs of any damage, and any packing lists or inventories relating to your move.

We will carefully assess whether the damage or loss is likely to have occurred while your goods were in our care, taking account of our records, the packaging used and any relevant circumstances during loading, transit or unloading. Where we identify that we are responsible, we will discuss appropriate steps with you in accordance with our terms and conditions.

How We Use Complaints to Improve

We review complaints regularly to identify patterns or recurring issues. This helps us strengthen our procedures and raise service standards across all removal work we undertake. Actions may include updating staff training on safe handling and customer care, refining our booking and communication processes, and improving our documentation, inventories and checks.

Your feedback, whether positive or negative, is an important part of our commitment to delivering dependable man and van services in the area we cover.

If You Remain Dissatisfied

If, after our formal review, you remain unhappy with our decision or the remedy offered, you may contact us again to explain which aspects of the outcome you disagree with and why. We will consider any new information you provide and advise you whether we can carry out any further internal review.

This complaints procedure is designed to resolve issues directly with our customers in a fair and reasonable way. It does not limit any legal rights you may have under applicable consumer or contract law.

Policy Review

Man with Van Rotherhithe keeps this complaints procedure under regular review to ensure it remains clear, fair and appropriate for the removal services we provide. We may update the procedure from time to time, and any revised version will apply to complaints raised after the date of publication.

We appreciate you taking the time to tell us when something has gone wrong. By following this procedure, we aim to resolve your concerns and continue to build a reliable and trustworthy removal service for our customers.