Complaints Procedure

Man with Van Wandsworth Complaints Procedure

Man with Van Wandsworth aims to provide reliable and professional removal and man and van services across our service area. We value all customer feedback and take complaints very seriously, as they help us to improve and maintain high standards. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to You

We are committed to handling all complaints in a fair, respectful and timely manner. Whether your concern relates to a house move, flat move, office relocation, furniture delivery, packing assistance or any other man and van service we provide, we will:

1. Treat your complaint seriously and with respect.
2. Acknowledge your complaint promptly.
3. Investigate the matter thoroughly and impartially.
4. Provide a clear and honest response.
5. Aim to resolve issues as quickly as possible.
6. Use your feedback to improve our services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, communication, policies or charges, where you would like a response or resolution. Examples might include:

1. Concerns about the conduct, attitude or punctuality of staff.
2. Issues relating to loading, unloading or handling of your belongings.
3. Disputes about charges, payment or additional fees.
4. Problems with booking, scheduling or communication before or after your move.
5. Dissatisfaction with the overall quality or reliability of the removal service.

If you are unsure whether your concern counts as a complaint, you are still welcome to raise it. We will handle it under this procedure or direct you to a more appropriate process if necessary.

Step 1: Raise the Issue Informally

Whenever possible, we encourage you to raise any concerns as soon as they arise, ideally on the day of your move or as soon afterwards as is reasonable. In many cases, issues can be resolved quickly and informally by speaking with the team member in charge of your move or with our office staff.

When raising an issue informally, please provide:

1. Your full name and the address where the service was carried out.
2. The date of your move or booking.
3. A clear description of what went wrong and when it happened.
4. Details of any immediate impact or loss you have experienced.
5. What outcome you would consider a fair resolution.

We will aim to respond to informal concerns as quickly as possible. If you are not satisfied with the informal response, or if the issue is serious or complex, you may proceed to make a formal complaint.

Step 2: Making a Formal Complaint

If your concern cannot be resolved informally, you can submit a formal complaint. Please set out your complaint in writing so that we can fully understand and investigate your concerns.

When making a formal complaint, please include:

1. Your full name and contact details.
2. Your booking reference or job details, if available.
3. The date and location of the service provided.
4. A detailed description of the issue, including any relevant times and conversations.
5. Any supporting information, such as photographs or written notes.
6. Details of any previous attempts to resolve the issue informally.
7. The resolution you are seeking, such as an explanation, apology, remedial work or financial consideration.

Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will:

1. Confirm that we have received your complaint.
2. Provide the name or role of the person responsible for handling your case.
3. Indicate the expected timescale for our investigation and response.

How We Investigate Complaints

We will review all relevant information connected to your complaint. This may include:

1. Internal records, such as booking details and driver logs.
2. Statements from staff members who were involved in your move.
3. Any photographs, messages or written evidence provided by you.
4. Our policies and procedures relevant to your complaint.

Our aim is to investigate fairly and objectively, considering both your account and the information provided by our team. We seek to understand what happened, why it happened, and what we can do to put things right where appropriate.

Our Response and Possible Outcomes

After completing our investigation, we will send you a written response explaining:

1. The findings of our investigation.
2. Whether your complaint has been upheld in full, in part, or not upheld.
3. Any steps we have taken or will take to address the issue.
4. Any improvements we intend to make to prevent similar issues in future.

Depending on the circumstances, possible outcomes might include:

1. Acknowledgement of mistakes and a formal apology.
2. Clarification or explanation where there has been misunderstanding.
3. Practical steps to resolve ongoing issues, where possible.
4. A goodwill gesture or financial consideration, where appropriate and in line with our terms and conditions.
5. No further action, if the complaint is not upheld and no fault is found.

Timeframes

We aim to resolve most complaints within a reasonable period, taking into account the complexity of the issue. If we are unable to meet the initial timescale indicated in our acknowledgement, we will update you and explain the reason for any delay. We will keep you informed of progress until our investigation is complete.

Escalating Your Complaint

If you remain dissatisfied with our final response, you may ask for your complaint to be reviewed by a more senior member of our team, where this is possible. When requesting an escalation, please explain why you are not satisfied with the previous outcome and what additional information you would like us to consider.

We will then review the handling of your complaint, the decision made, and any new information you provide. Once the review is complete, we will issue a further written response setting out our final position.

Data Protection and Confidentiality

All complaints are handled in confidence. Information about your complaint will be shared only with those who need it to investigate and respond, or where we are legally required to disclose it. We will process any personal data in line with applicable data protection requirements.

Using Feedback to Improve Our Services

We regularly review complaints and feedback to identify patterns, recurring issues and areas where we can improve. This may lead to updated training for our drivers and removal teams, improvements to booking systems, or changes to our policies and procedures across our removal and man and van services.

By following this complaints procedure, Man with Van Wandsworth aims to ensure that every concern is heard, investigated and dealt with fairly, helping us maintain a reliable moving service for customers throughout our operating area.