Complaints Procedure

Man with Van East Dulwich Complaints Procedure

This complaints procedure explains how customers of Man with Van East Dulwich can raise concerns and how we will handle them. It applies to all removal, man and van, transport and related services we provide. We aim to resolve issues quickly, fairly and transparently so that our customers can use our services with confidence.

Our commitment to resolving complaints

Man with Van East Dulwich is committed to providing reliable, professional removal and transport services. If something goes wrong, we want to know about it so that we can put matters right where possible and improve our service for the future. We treat every complaint seriously, whether it concerns booking, communication, punctuality, conduct of staff, handling of items, damage, loss, or billing.

We will always aim to:

Listen carefully to your concerns, treat you with respect and handle your complaint without discrimination.

Investigate promptly, gather relevant facts and consider all sides of the issue.

Provide a clear response, explaining what we have found and what we can do to resolve the matter.

Use the outcome to review and improve our procedures and training.

What counts as a complaint

A complaint is any expression of dissatisfaction about our services, whether it is justified or not. You may wish to complain if you believe that:

Our removal or transport service did not meet the standard you expected.

Items were handled carelessly, damaged or lost.

There was a problem with timing, attendance or reliability.

Our staff were rude, unhelpful or unprofessional.

Our charges were not clear, or you believe you have been billed incorrectly.

You have a concern about safety, conduct or any other aspect of our operations.

How to make a complaint

You can raise a complaint verbally or in writing. We encourage written complaints where possible, as this helps us keep an accurate record and investigate more thoroughly. When making a complaint, please include:

Your full name and the address or location where the service took place.

The date and approximate time of the job.

A clear description of what happened and why you are dissatisfied.

Details of any damage, loss or additional costs you believe were caused.

Any supporting information, such as photographs, inventory notes or receipts.

If you raise your concerns during or immediately after the service, our team will try to resolve the matter on the spot where possible. If it cannot be resolved immediately, or if you prefer not to discuss it at the time, you may submit a formal complaint in writing.

Time limits for complaints

We ask that complaints relating to a specific removal or man and van job are raised as soon as reasonably possible, so that we can investigate while details are still clear. For issues relating to alleged damage or loss of items, we strongly recommend that you contact us within 48 hours of the service, and provide any photographs or evidence promptly. Complaints raised later than this may still be considered, but it may be more difficult to investigate fully.

Our complaints handling process

Once we receive your complaint, we will follow these steps.

Acknowledgement: We will acknowledge your complaint as soon as possible. If your complaint is made in writing, we will confirm that we have received it and let you know that an investigation has begun.

Initial review: We will review the information you have provided, check our records, and if necessary speak to the staff involved. We may contact you to clarify details or request further information.

Investigation: We will investigate the circumstances of the service in question. This may include reviewing booking details, journey logs, photographs, inventories, and any written or verbal reports made at the time.

Outcome and response: After our investigation, we will provide you with a written or verbal response. This will include our understanding of the events, the outcome of the investigation, and any steps we propose to take.

Follow up: If we uphold your complaint, we will explain what we can offer by way of resolution. This may include an apology, corrective action on future jobs, or other remedies where appropriate and in line with our terms and conditions.

Timescales for response

We aim to resolve most complaints as quickly as possible. In general, we will aim to provide a full response within 10 working days of receiving your complaint. If the issue is complex, involves significant damage or loss, or requires external input, it may take longer. In this case, we will keep you informed of progress and let you know when you can expect a full response.

Possible outcomes and remedies

Depending on the circumstances, the outcome of a complaint may include:

An explanation of what happened and why.

A sincere apology where our service has fallen below the standard expected.

Steps to correct any ongoing issues, such as adjusting future bookings or improving communication.

Where appropriate and in line with our terms and any applicable insurance, consideration of compensation or contribution towards reasonable costs.

Internal actions such as additional staff training, updated procedures or revised safety measures.

Any financial or practical remedy will be assessed case by case and may be subject to our contractual conditions and limitations of liability.

Escalating your complaint

If you are not satisfied with the outcome of your complaint, you may ask for it to be reviewed by a more senior member of the team. When requesting an escalation, please explain why you are unhappy with the initial response and what you would like us to reconsider. We will then carry out a further review of your case and provide a final response wherever possible.

Use of information and privacy

All complaints are handled in confidence. We will only share your information with those who need it in order to investigate and respond to your complaint, or where we are required to do so by law. Information collected as part of the complaint may be used internally to monitor service quality and to identify areas where our removal and man and van services can be improved.

Continuous improvement

Man with Van East Dulwich uses feedback and complaints as an important source of learning. By reviewing complaints, we can identify patterns, strengthen training for drivers and removal staff, and refine the way we plan and deliver moves and transport jobs. Our aim is to reduce the likelihood of similar issues occurring in the future and to maintain a reliable, customer-focused service across all areas we cover.