Complaints Procedure

Complaints Procedure for Man With a Van Bermondsey

Man With a Van Bermondsey is committed to providing a professional, reliable and customer-focused removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put things right and improve our services. This complaints procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect at each stage.

Our Approach to Complaints

We treat all complaints seriously, whether they relate to home removals, office moves, man and van services, packing, loading, unloading or storage-related support. We aim to resolve issues fairly, promptly and transparently. We also use feedback from complaints to review our working practices, staff training and overall service standards.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff conduct, communication or outcomes. Examples include, but are not limited to:

Concerns about the quality of packing, handling or transportation of your belongings.

Disputes regarding punctuality, scheduling or missed appointments.

Issues relating to conduct, behaviour or professionalism of our moving teams.

Questions about charges, invoicing, or clarity of quotations for removal work.

Concerns about how we have handled previous feedback or enquiries.

If you are unsure whether your concern is a complaint, you may still raise it using the process below, and we will treat it appropriately.

How to Make a Complaint

You can make a complaint in writing. When submitting your complaint, please provide as much detail as possible so that we can investigate thoroughly and respond accurately.

To help us deal with your complaint efficiently, please include the following information:

Your full name and preferred method of reply.

The date and location of the removal or man and van service in question.

A clear description of what went wrong and how it affected you.

Names of any staff members involved, if known.

Any relevant booking references, estimates, or job numbers.

Copies of any supporting documents you wish us to consider, such as photos, inventories or written agreements.

Time Limits for Making a Complaint

You should make your complaint as soon as reasonably possible after the issue arises. For physical loss or damage to items, we recommend that you notify us as soon as you become aware of the problem. Prompt notification allows us to gather accurate information from our removal teams and support staff and helps ensure a fair outcome.

How We Handle Your Complaint

Once we receive your complaint, we will follow a structured process to review and respond.

Acknowledgement: We will acknowledge your complaint and confirm that it is being investigated. At this stage, we may ask for any further details or evidence required to understand the matter fully.

Investigation: A member of our management team will review your complaint. This may involve speaking with the team members who carried out your removal, reviewing job sheets, inventories, photographs, route details and any other relevant records. We will consider both your account and our internal records before reaching a conclusion.

Response: After completing our investigation, we will provide you with a written response. This will outline our understanding of your complaint, the steps we have taken to look into it, our findings, and any actions we propose to take. If we do not uphold your complaint, we will explain the reasons clearly.

Timeframes for Responses

We aim to provide a full written response within a reasonable timeframe, depending on the complexity of the issues and the availability of information. If, for any reason, we anticipate that our investigation will take longer than expected, we will keep you informed and provide an updated timescale for our reply.

Possible Outcomes and Resolutions

Where we find that your complaint is justified, we will aim to put things right in a fair and proportionate manner. Depending on the circumstances, possible outcomes may include:

A clear explanation or clarification where misunderstandings have occurred.

An apology where our service has fallen below the expected standard.

Corrective actions, such as re-delivery, additional assistance with items, or remedial work where practical.

Review of our procedures, staff training or operational processes to reduce the risk of similar issues arising in future.

Where financial loss or damage to goods is involved, we will consider the matter in line with our terms and conditions, including any stated limits of liability and your own evidence of value and loss.

Escalation of Your Complaint

If you are dissatisfied with the outcome of your complaint or feel that your concerns have not been properly addressed, you may ask for the decision to be reviewed. In this case, your complaint will be escalated to a more senior member of our management team who was not directly involved in the original investigation. They will review the handling of your complaint, the evidence considered, and the conclusions reached, and will then provide a final written response.

Confidentiality and Data Protection

All complaints are handled in confidence. We will only share information about your complaint with those who need it in order to investigate and respond. Any personal data you provide will be processed in line with our data protection responsibilities and used solely for the purpose of managing your complaint and improving our services.

Continuous Improvement

We value feedback from our customers across all areas of our removal and man and van operations. Regular review of the complaints we receive helps us identify trends, improve our planning for moves, enhance staff training, and refine our communication with customers before, during and after each job. By following this complaints procedure, you are helping us maintain and improve the quality of our services.

Review of This Complaints Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective for customers using our removal and man and van services. We may update it from time to time to reflect changes in legislation, industry practice or our internal processes. The version published here is the current procedure that applies to all new complaints.