Complaints Procedure for Man With a Van Sydenham

Man With a Van Sydenham is committed to providing a reliable, professional and courteous removals and van service. We recognise that occasionally things may not go as planned. When this happens, we want to know so that we can put matters right where possible and improve our service in the future.

This complaints procedure sets out how you can raise a concern, how we will handle your complaint, and the standards you can expect from us throughout the process.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear, fair and accessible process for customers to follow when they wish to complain about any aspect of our removal or man and van services. We aim to:

Respond promptly and courteously to any complaint.
Investigate all complaints thoroughly and impartially.
Provide a clear explanation of our findings and any action we will take.
Use feedback to improve our moving and transport services.

What You Can Complain About

You can use this procedure to complain about any part of our service, including but not limited to:

The standard of packing, loading or unloading.
Damage to property or belongings.
Punctuality, conduct or behaviour of staff or drivers.
Communication before, during or after your move.
Billing issues, charges or quotations.
Cancellations, delays or changes to your booking.

This procedure is for customer service complaints relating to our man with a van and house or office removals work. It is not intended to cover employment, supplier or other contractual disputes, which may be handled under separate policies or legal processes.

How to Make a Complaint

We encourage you to raise any issues as soon as you become aware of them, so that we have the best chance of resolving matters quickly.

You can make a complaint in writing, providing as much detail as possible about the problem. Please include:

Your full name and the address where the service was carried out.
The date of your move or booking.
A clear description of what went wrong and when it occurred.
Details of any conversations you have already had with our team about the issue.
Any evidence that may help us assess the complaint, such as photos of damage or copies of paperwork.

We may also accept verbal complaints, but we may ask you to confirm the details in writing so that there is a clear record of the issue.

Time Limits for Complaints

To help us investigate fairly, we ask that complaints are raised within a reasonable time of the issue occurring. Wherever possible, please contact us within 7 days of your move or of discovering a problem, particularly if your complaint relates to loss or damage to items.

Complaints raised after an extended period may be harder to investigate fully, but we will still review them and do our best to provide a constructive response.

Our Complaints Handling Process

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

1. Acknowledgement
We will acknowledge your complaint as soon as reasonably possible. In this acknowledgement, we will confirm that we have received your complaint and explain the next steps.

2. Initial Review
A member of our team will conduct an initial review of your complaint, including any information you have provided and any relevant internal records such as booking details, job sheets and staff reports.

3. Investigation
We may contact you for more information or clarification. We may also speak to any team members involved in providing your removal or transport service. The aim of this stage is to understand what happened and whether our service met our usual standards.

4. Response and Outcome
Once the investigation is complete, we will write to you with our findings. Our response will include:

A summary of your complaint.
An explanation of what we have found, based on our investigation.
Any action we propose to take to resolve the matter, which may include an apology, corrective work, or other remedies where appropriate.
Information about what you can do if you are not satisfied with our response.

We aim to provide a full written response within a reasonable timeframe, taking into account the complexity of the complaint and the need to gather accurate information.

Possible Outcomes and Remedies

Depending on the nature of the complaint and the findings of our investigation, possible outcomes may include:

A written or verbal apology.
An explanation of what went wrong and why.
Steps to correct errors where reasonably possible.
A review of internal procedures or staff training to prevent similar issues in future.
In certain cases, consideration of goodwill gestures or contributions towards repair or replacement, in line with our terms and conditions and any applicable limits of liability.

Any remedy offered will be based on the circumstances of the complaint, our contractual obligations and relevant legal responsibilities.

If You Are Not Satisfied With the Outcome

If you are dissatisfied with our response, you may write back to explain why you feel the complaint has not been properly addressed. Where appropriate, a different person or manager may review the matter again, taking your further comments into account.

We will then provide a final response setting out our position. At this stage we will let you know if there are any further options available, which may include seeking independent advice or using external dispute resolution routes where applicable.

Our Commitment to Continuous Improvement

We review complaints regularly to identify any patterns or recurring issues in our removals and man and van work. This helps us improve staff training, booking procedures, packing and handling techniques, as well as overall customer service.

By following this complaints procedure, we aim to deal with every concern fairly, promptly and respectfully, and to maintain the trust of customers who rely on us for local moving and transport services.