Complaints Procedure for Man with Van Streatham

Man with Van Streatham is committed to providing a professional, reliable removals and transport service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right wherever possible and improve our service. This complaints procedure explains how you can raise a concern and what you can expect from us in response.

Our Commitment to You

We take all complaints seriously and aim to handle them fairly, consistently and promptly. Our objectives when dealing with a complaint are to:

Listen carefully to what has gone wrong from your perspective, investigate the facts of the situation, provide a clear response in plain language, and where appropriate, offer a remedy or practical solution. We also aim to learn from complaints to prevent similar issues in future and to improve our removals and man and van services across our operating areas.

What Counts as a Complaint

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

Concerns about the standard of our removal or delivery service, issues relating to punctuality or reliability, the conduct or behaviour of our drivers or porters, problems with loading, unloading or handling of your belongings, damage or loss of items during transit, or the accuracy of quotations, bookings or invoices.

If you are unsure whether your concern is a complaint, you are welcome to raise it with us and we will direct you to the most appropriate way of resolving it.

Raising a Complaint Informally

In many cases, issues can be resolved quickly and informally. If you experience a problem during a move or collection, please speak to the driver or team leader on the day, explaining clearly what is wrong and what outcome you are seeking. They will do their best to put matters right immediately where this is within their control.

If the issue cannot be resolved on the spot, or if you remain dissatisfied after speaking with the team, you can use our formal complaints procedure set out below.

Making a Formal Complaint

To help us investigate your complaint efficiently, please provide the following information when you contact us:

Your full name and the name the booking was made under, the date and approximate time of your move or man and van service, the collection and delivery postcodes, a clear description of what went wrong, including relevant dates and times, any supporting details such as item descriptions, and what outcome you would like to see, for example an explanation, apology, or review of charges.

You may make a formal complaint in writing. Written complaints help us to keep an accurate record and ensure that we fully understand your concerns.

Time Limits for Complaints

We recommend that complaints are raised as soon as possible after the event so that we can investigate effectively. For issues involving potential loss or damage to goods, we ask that you notify us within a reasonable period from the date of the service. Prompt reporting allows us to gather evidence and speak to all members of the crew while details are still fresh.

How We Will Handle Your Complaint

Once we receive your complaint, we will acknowledge it and record the details. We will then:

Review your account and booking records, speak to the staff involved where appropriate, consider any photographs, inventories, or notes taken on the day, and assess whether our terms and conditions and service standards have been followed.

We aim to provide a substantive response within a reasonable timeframe. If the matter is complex or requires additional time to investigate, we will let you know and keep you updated on progress.

Our Response and Possible Outcomes

After we have completed our investigation, we will provide you with a clear written response setting out our findings. This will include:

A summary of your complaint, an explanation of what we have found, any steps we have already taken to address the issue, and our decision regarding any remedy or resolution.

Possible outcomes may include an apology, an explanation, service improvements for future bookings, or where appropriate and in line with our terms and conditions, a gesture of goodwill or contribution towards repair or replacement. Any offer will take into account the nature of the issue, any pre-existing condition of items, the level of cover selected, and the evidence available.

If You Remain Dissatisfied

If you are unhappy with the outcome of your complaint, you can ask for a review. In your request, please explain why you do not agree with our decision and provide any additional information that you feel has not been considered.

A different member of our management team will review the original investigation and response. We will then provide you with a final position on your complaint. This internal review process is designed to ensure that your concerns have been considered fully and fairly.

Using Complaints to Improve Our Service

We welcome feedback from customers across the areas we serve, including all local and surrounding districts where we provide man and van and home removal services. Complaints and comments are recorded and reviewed periodically to identify recurring issues, training needs, or changes that may be required to our processes or communication.

By raising concerns with us, you help us maintain and improve our standards, ensuring that future customers benefit from a more reliable and efficient moving experience.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is shared only with those who need it to investigate and resolve your concerns. We will store complaint records securely and only for as long as necessary in line with our data protection obligations and any applicable legal requirements.

Accessibility of This Procedure

This complaints procedure is available to all customers of Man with Van Streatham. If you require the information in an alternative format or wish to discuss any aspect of the process, you can contact us and we will do our best to assist. Our aim is to make it as straightforward as possible for you to raise concerns and for us to address them constructively.