Complaints Procedure

Man with Van Southall Complaints Procedure

Man with Van Southall is committed to providing a reliable, professional removal service for all customers. We understand that, on occasion, things may not go to plan. This complaints procedure explains how you can raise concerns, how we will respond, and the steps we will take to resolve issues fairly and promptly.

Our Commitment to You

We aim to handle every complaint with respect, transparency and urgency. Our goals are to listen carefully, investigate thoroughly, put things right where we have made a mistake, and use your feedback to improve our moving and delivery services.

We treat all complaints seriously, whether they relate to punctuality, handling of goods, conduct of team members, charges, communication or any other aspect of our service.

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 issues such as damage to items or property during a move, delays or missed time slots, disagreements about agreed prices or additional charges, quality of customer care before, during or after your move, and failure to follow agreed instructions or service details.

We encourage you to raise your concerns as soon as possible so they can be addressed quickly and effectively.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints help us keep a clear record of what has happened, so we encourage you to set out the details clearly and calmly.

When submitting a complaint, please include the following information where possible: your full name, the date of your move or booking, the pick-up and delivery locations, a clear description of what went wrong, including dates and times where relevant, details of any damage, loss or other impact you have experienced, and what outcome you would consider a fair resolution.

If you are unable to provide all of this information, you should still contact us. We will work with you to gather any further details needed.

Timescales for Complaints

We recommend that you raise any complaint as soon as you become aware of an issue. For physical damage or loss related to a removal or man and van job, we ask that you contact us as quickly as possible after the work is completed. Prompt notification helps us investigate efficiently and may make it easier to verify events.

Where possible, please keep any relevant evidence, such as photographs of damage, copies of quotes or booking confirmations, and any written communication about your move.

What Happens After You Complain

Once we receive your complaint, we will log it and begin an initial review. We will normally acknowledge your complaint within a reasonable period, confirming that it has been received and is being investigated.

We will then carry out a fair and proportionate investigation. This may involve speaking to the team members involved in your job, reviewing schedules, loading notes or job sheets, checking any photos or videos taken during the move, and examining any documents or messages you have provided.

After the investigation is complete, we will contact you with our findings and our proposed response. This may include an explanation or apology, information about any corrective action taken with our staff or processes, or, where appropriate and at our discretion, an offer of a practical or financial resolution.

Response Timeframes

We aim to resolve most complaints as quickly as possible. Straightforward issues can often be addressed within a short period. More complex matters may take longer, especially if multiple team members or external factors are involved.

If an investigation is likely to require more time, we will aim to update you to explain the reason for the delay and give an indication of when you can expect a full response.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint or how it has been handled, you may request that your complaint be reviewed at a higher level within our organisation. When doing so, please explain why you are unhappy with the initial response and what you believe would be a fair resolution.

We will then carry out a further review of your complaint, taking into account all information already provided and any new details you wish to add. Following this review, we will issue a final position on the matter.

Limits and Responsibilities

Although we strive to deliver a safe and well-managed removal service, there may be circumstances beyond our reasonable control, such as severe weather, traffic incidents, access restrictions or third-party actions, that affect your booking or the timing of your move. In such circumstances, we will act reasonably to minimise disruption, but we may not be able to accept full responsibility for delays or certain losses.

Customers are responsible for providing accurate information about access, parking, load size and special requirements at the time of booking. Inaccurate or incomplete details can affect the service delivered and may limit the measures we are able to take in response to a complaint.

Using Complaints to Improve Our Service

We view complaints and feedback as an opportunity to improve. We regularly review issues raised by customers to identify patterns, training needs and practical changes that can reduce the chance of similar problems arising in future. This may involve refresher training for drivers and porters, adjustments to booking procedures, clearer communication of terms, or updates to how we plan and manage removals.

By following this complaints procedure, Man with Van Southall aims to ensure that all concerns are handled fairly, consistently and with respect for every customer who relies on our removal services.