Complaints Procedure

Man with Van Dulwich Complaints Procedure

Man with Van Dulwich is committed to providing a reliable, courteous and professional removals service. However, we recognise that on rare occasions things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Scope of this complaints procedure

This procedure applies to all customers who have used, or attempted to use, our services, including house moves, flat moves, office moves, and man and van transport. A complaint is any expression of dissatisfaction about our service, whether justified or not, that requires a response.

Examples of issues that can be raised through this procedure include:

Delays or missed appointments on moving day

Concerns about how items were handled, packed or transported

Damage to property or belongings during a move

Disputes over quoted prices, additional charges or invoices

Staff conduct, attitude or behaviour

Communication problems before, during or after your move

This procedure does not cover issues that are being dealt with by an insurer or matters that are the subject of legal proceedings. In those cases, we will explain what steps are still available to you.

Our complaints principles

We handle all complaints according to the following principles:

We take every complaint seriously, regardless of its size or nature.

We aim to deal with complaints promptly, fairly and consistently.

We listen to your concerns and seek to understand what went wrong.

We aim to put matters right where possible and learn from the outcome.

We treat all information you provide with respect and keep it confidential, sharing it only where necessary to investigate and resolve your complaint.

How to make a complaint

If you are unhappy with any part of our removal service, we encourage you to raise it with us as soon as possible. In many cases, issues can be resolved quickly and informally, especially if brought to the attention of the team on the day of your move.

If your concern cannot be resolved informally, or you prefer to raise a formal complaint, please put your complaint in writing. When submitting your complaint, please provide the following information so that we can investigate effectively:

Your full name and the address where the service was provided

The date of your move or booking

A clear description of what happened and what you are unhappy about

Details of any communication you have already had with us about the issue

Any supporting information, such as photographs, inventory notes or quotes

What outcome or resolution you are seeking

Written complaints help us to keep a clear record of the issues raised and the steps we take to resolve them.

Timescales for raising a complaint

We ask that you raise your complaint as soon as reasonably possible, and normally within 14 days of the service being carried out. This allows us to access accurate information, speak with staff while events are still fresh in mind, and review the circumstances properly.

Complaints raised after a longer period of time may be more difficult to investigate in full, but we will still review them and explain what we can and cannot reasonably do.

What happens after we receive your complaint

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

Acknowledgement

We will send you an acknowledgement to confirm that we have received your complaint. We aim to do this within five working days of receipt.

Initial review

We will review your complaint and assign it to an appropriate person to investigate. This may be a manager or senior member of the team who was not directly involved in the original issue.

Investigation

We will investigate the concerns you have raised. This may include speaking to staff involved in your move, reviewing job sheets, quotes, inventories, photographs, and any other relevant records. We may contact you to request further information or clarification where needed.

Response

Once our investigation is complete, we will send you a written response setting out:

Our understanding of your complaint

The steps we have taken to investigate

Our findings and any conclusions we have reached

Any actions we propose to take to resolve or address the issue

We aim to provide a written response within 20 working days of acknowledging your complaint. If, for any reason, we need more time to investigate, we will let you know and explain the reason for the delay, along with a revised timescale.

Possible outcomes

Depending on the nature of your complaint and the outcome of our investigation, we may take one or more of the following actions:

Provide an explanation or clarification where there has been a misunderstanding

Offer an apology where things have gone wrong

Propose practical steps to put matters right, where possible

Review or adjust internal procedures or staff training to reduce the risk of similar issues occurring again

Where appropriate, signpost you to any insurance or other remedies available under our terms and conditions

If you are not satisfied with our response

If you are unhappy with the outcome of your complaint or feel that it has not been handled fairly, you can ask for your complaint to be reviewed. Please set out why you remain dissatisfied and what you feel has not been addressed.

A senior member of the team, who has not been involved in the original investigation where possible, will review the complaint, the process followed, and the response given. They may contact you for further details and will then provide a final written response.

Learning from complaints

We value feedback and use complaints as an opportunity to review how we operate and continually improve our removal services. We may record and analyse complaints to identify patterns, recurring issues, or areas where additional staff training, changes to procedures, or improvements in communication are needed.

By following this complaints procedure, Man with Van Dulwich aims to deal with all concerns fairly and responsibly, ensuring customers across our service areas receive a professional and dependable moving experience.