Complaints Procedure for Man with Van Tooting

Man with Van Tooting is committed to providing a reliable and professional removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right, learn from the issue and improve our service.

This complaints procedure explains how you can raise a concern about any aspect of our man and van or removal services, what you can expect from us at each stage, and how we will work with you to achieve a fair outcome.

1. Scope of this Complaints Procedure

This procedure applies to complaints about our moving and transport services, including but not limited to:

Service reliability, punctuality or conduct of our drivers and porters. Care and handling of furniture, boxes and personal belongings. Adherence to agreed quotations, schedules and described services. Communication before, during and after your move. Any other aspect of the service you feel did not meet reasonable standards.

This procedure does not cover general enquiries, booking questions or requests for quotes, which should be handled through our usual contact channels.

2. Our Complaints Principles

When you raise a complaint with Man with Van Tooting, we will aim to:

Treat you with respect, courtesy and professionalism at all times. Handle your complaint fairly, consistently and without discrimination. Listen carefully to your concerns and clarify any points we do not fully understand. Investigate the matter thoroughly and objectively. Respond within reasonable and clearly stated timeframes. Keep you informed if more time is needed to investigate. Offer an explanation and, where appropriate, put things right.

3. How to Make a Complaint

You can make a complaint in writing or by speaking to us. Written complaints are preferred, as they help us keep a clear record of what has happened, but we will accept complaints made verbally as well.

When you contact us, please provide the following information where possible:

Your full name and, if relevant, the name the booking was made under. The date of your move or booking. A brief description of what happened, including times and locations where helpful. Any supporting details such as inventory notes, photographs or descriptions of damage. What outcome or resolution you are seeking, if you have a suggestion.

If your complaint is made verbally, we may ask you to confirm the key details in writing so that we can avoid misunderstandings and ensure an accurate record.

4. Stage One: Initial Response

At the first stage, your complaint will be reviewed by a member of our team, usually the person responsible for managing bookings or customer service.

We will aim to acknowledge your complaint as soon as reasonably possible. In our acknowledgement, we will confirm that we have received your complaint and advise you of the expected timescale for our full response.

During this stage we may contact you to ask further questions or request additional information. This helps us to understand the circumstances surrounding your complaint and to investigate fully.

5. Stage Two: Investigation and Outcome

We will investigate your complaint by reviewing relevant records, such as booking details, route information and any messages exchanged. Where appropriate, we may speak to the driver, porters or other staff involved in your move.

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

A summary of your complaint as we understand it. The steps we have taken to investigate. Our findings based on the information available. Any apology, explanation or corrective action we consider appropriate. Any offer of resolution, where applicable.

We aim to provide a full response within a reasonable period from the date we acknowledge your complaint. If, for any reason, we need longer to investigate, we will let you know and give an updated timescale.

6. Stage Three: Escalation Review

If you are not satisfied with the stage two outcome, you may request an escalation review. In this case, your complaint and the initial response will be reviewed by a more senior member of our team who was not directly involved in the original investigation where possible.

During the escalation review, we will reconsider the information already gathered and may ask you for any further points you feel have not been addressed. We will then issue a final written response setting out our conclusions and whether any further action will be taken.

7. Remedies and Resolutions

Where we uphold a complaint in full or in part, we will consider appropriate remedies. These may include:

A sincere apology and explanation. Taking practical steps to correct an issue where this is possible. Reviewing internal procedures, training or staff guidance to prevent recurrence. Other reasonable actions depending on the nature and impact of the complaint.

Any remedy will be offered on a case by case basis, taking into account the circumstances, the evidence available and what is fair and proportionate.

8. Time Limits for Complaints

We encourage customers to raise complaints as soon as possible after the event so that details remain fresh and evidence can be obtained more easily. While we will consider all genuine complaints, delays in reporting may limit the actions we can take, especially in cases involving perishable evidence such as minor scuffs or marks that change over time.

9. Recording and Using Complaint Information

Man with Van Tooting keeps a record of complaints received, how they were handled and the outcomes reached. These records help us:

Identify patterns or recurring issues. Review and improve our service procedures. Provide additional guidance and training to staff where necessary.

Any personal information collected as part of a complaint will be handled securely and in line with applicable data protection principles.

10. Review of this Complaints Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective for customers using our man and van and removal services. We may update it from time to time to reflect changes in our operations, feedback from customers or developments in good practice.

By using our services, you agree that any concerns or complaints will be raised and handled in accordance with this procedure, allowing us a fair opportunity to address any issues and improve your experience with Man with Van Tooting.