Complaints Procedure for Man with Van East Sheen

Man with Van East Sheen is committed to providing reliable, professional removal and man and van services. We aim to resolve any issues quickly and fairly. This complaints procedure explains how you can raise a concern about our service and how we will respond.

1. Purpose and scope of this procedure

This complaints procedure applies to all customers who use our man and van and home or office removal services. It covers concerns about the quality of our work, the conduct of our team, handling of goods, punctuality, billing issues, and any other aspect of the service we provide. The procedure is designed to ensure that your complaint is listened to, recorded, investigated, and resolved wherever possible.

2. What counts as a complaint

A complaint is any expression of dissatisfaction with our services, whether you believe we have:

not delivered the service you expected,

caused damage or loss to your property or belongings,

arrived late or failed to attend a booking,

behaved in an unprofessional or discourteous manner,

given unclear or inaccurate information about prices or terms, or

handled a previous concern in a way you are unhappy with.

We encourage you to raise any concerns so that we can put things right and improve our service for future customers.

3. How to make a complaint

You can make a complaint verbally or in writing. Although we will always try to resolve issues raised verbally, we recommend that you send us full details in writing so that we have a clear record of your concerns.

When you submit a complaint, please include the following information where possible:

your full name,

the date and location of the service,

a description of the service provided, such as home move, flat removal, office move, or man and van hire,

a clear description of what went wrong and when it happened,

details of any damage, loss, or additional costs and any evidence you can provide, such as photographs or receipts, and

how you would like us to resolve the matter, for example an explanation, an apology, a correction to the work, or compensation.

The more information you can provide, the easier it will be for us to investigate your complaint fully and efficiently.

4. Time limits for raising a complaint

You should raise your complaint as soon as reasonably possible after the issue arises. This allows us to investigate promptly while the events are still fresh and any evidence can be gathered. For matters involving damage or loss of items during a removal job, we ask that you notify us as soon as you become aware of the issue.

5. How we will handle your complaint

We will follow a clear, staged process when dealing with your complaint:

Stage one: Initial review

We will acknowledge your complaint and review the information provided. Where possible, a member of our team will try to resolve the matter straight away, for example by explaining what happened, arranging a practical solution, or agreeing a small adjustment.

Stage two: Detailed investigation

If your complaint cannot be resolved immediately, it will be passed to a senior member of staff for further investigation. They may contact you for additional information, check booking records, review any photographs or documentation, and speak to the staff involved. We aim to complete this investigation within a reasonable time frame, depending on the complexity of the case.

Stage three: Outcome and response

Once the investigation is complete, we will provide you with a clear written response setting out:

our understanding of your complaint,

the steps we have taken to investigate it,

our findings and any relevant explanations, and

any action we propose to take, which may include an apology, corrective work, a goodwill gesture, or another form of resolution where appropriate.

6. Possible resolutions

Depending on the nature of the complaint, possible outcomes may include:

a clear explanation of what occurred and why,

a sincere apology for any inconvenience caused,

corrective work, such as returning to complete or adjust a removal service,

a partial or full refund where justified, or

a contribution towards repair or replacement of items where our responsibility is established.

Any offer of compensation or goodwill will be assessed on a case by case basis, taking into account the circumstances and any evidence provided.

7. Your responsibilities when making a complaint

We ask that you treat our staff respectfully throughout the complaints process. Providing accurate and complete information, and cooperating with any reasonable requests for further details, helps us investigate thoroughly. Abuse, threats, or unreasonable behaviour may lead us to limit or restrict contact, although we will still consider the substance of your complaint wherever possible.

8. Confidentiality and data protection

All complaints will be handled in confidence. Information will only be shared with team members who need it in order to investigate and resolve your complaint. Any personal data you provide will be processed in line with our data protection obligations and used solely for managing your complaint and improving our removal and man and van services.

9. Learning from complaints

Man with Van East Sheen views complaints as an opportunity to improve. We regularly review issues raised by customers to identify patterns or recurring problems and take steps to prevent them. This may include additional staff training, changes to our booking procedures, or updates to how we plan, load, and transport goods for local moves and longer distance removals.

10. Further questions about this procedure

If you have any questions about this complaints procedure, or if you are unsure how to raise a concern about a recent or upcoming removal, you can contact us and we will explain the process. We are committed to dealing with all complaints fairly and transparently, and to maintaining a high standard of service for every customer who chooses Man with Van East Sheen for their move.