Complaints Procedure

Complaints Procedure for Man With a Van Dulwich

Man With a Van Dulwich is committed to providing a reliable and professional removal service for customers across our local area and beyond. We recognise that, on occasion, things may not go as planned. When this happens, we encourage customers to tell us so that we can put matters right and improve our service. This page explains how you can raise a complaint, how we will handle it, and what you can expect from us at each stage.

Our Approach to Complaints

We view complaints as an important opportunity to learn and improve. Every complaint is taken seriously and handled in a fair, consistent and timely way. We aim to resolve issues as quickly as possible and to keep you informed at every stage of the process.

Our objectives when dealing with a complaint are to understand what went wrong, explain clearly what we can and cannot do, take action to correct any problems within our control, and reduce the likelihood of similar issues occurring in the future.

What This Procedure Covers

This complaints procedure applies to all services provided by Man With a Van Dulwich, including home moves, flat moves, office moves, small removals, packing assistance and related transport services. It covers concerns about our staff, our vehicles, our conduct on moving day, communication before or after the booking, billing or payment issues, loss or damage to goods, delays or cancellations, and any other aspect of our service that you believe has not met the standard you expected.

This procedure does not cover general enquiries, booking requests, or feedback that is not a complaint. For those matters, please contact us in the usual way and our team will be pleased to assist.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. We encourage you, where possible, to raise any concerns as soon as you become aware of them, ideally on or shortly after the day of your move. This helps us to investigate while details are still fresh and evidence is readily available.

You may submit your complaint verbally to a member of our team or in writing. If you complain verbally, we may ask you to follow up in writing so that we have a clear, accurate record of the issue. When submitting a complaint, please provide your full name, the address where the service was carried out, the date and approximate time of the service, a description of what went wrong, details of any conversations already held with our staff, and any supporting information such as photographs or inventories.

Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint, provide the name or role of the person who will be handling it, outline the next steps in the process, and, where possible, give an estimated timescale for our full response.

If we require further information to understand your complaint, we may contact you to clarify details or request additional evidence. Providing this information promptly will help us to progress the investigation and reach a conclusion more quickly.

Investigation Process

Your complaint will be investigated by an appropriate member of our management team who was not directly involved in the events complained about, wherever possible. The investigation may include reviewing booking details and service notes, speaking with the staff members involved in your move, examining any relevant photographs, inventories or damage reports, and considering any applicable terms and conditions that formed part of your booking.

We aim to carry out our investigation in a balanced and impartial way. We will consider both your account and that of any staff involved, as well as any documentary evidence available. Our goal is to reach a fair and reasonable conclusion based on the facts.

Our Response and Possible Outcomes

After we have completed our investigation, we will provide you with a written response. This response will outline the issues you raised, summarise the steps taken to investigate, explain our findings, and set out any actions we propose to take. We will aim to send this response within a reasonable timeframe, although complex matters may take longer. If we need more time, we will keep you updated.

Depending on the nature and circumstances of the complaint, possible outcomes may include an explanation or clarification where there has been a misunderstanding, an apology if our service has fallen short of the standard we aim to provide, corrective action such as staff training or process changes, and, where appropriate and in line with our terms and conditions, a practical remedy. Each case will be considered on its own facts and merits.

If You Are Unhappy With the Outcome

If you are not satisfied with the outcome of your complaint, you may request that your case be reviewed. In this situation, wherever possible, a different senior member of our team will look again at your complaint, the evidence considered and the conclusion reached. They may uphold the original decision, vary it, or propose a different resolution.

We will inform you of the outcome of this review and explain our reasons. Once this internal review has been completed, we will consider the matter closed unless we are required by law or regulation to take further steps.

Time Limits for Complaints

We recommend that complaints are raised as soon as possible and, in any event, within a reasonable period from the date of the service. Complaints about loss or damage to goods should normally be made promptly after the move so that we can investigate effectively. Delay in raising a complaint may limit the options available for resolving it, particularly if evidence is no longer available.

Confidentiality and Data Protection

All complaints will be handled with appropriate confidentiality. Information about your complaint will only be shared with staff who need it in order to investigate and respond. We will handle any personal information you provide to us in line with applicable data protection requirements and our internal policies on the secure handling of customer data.

Continuous Improvement

We regularly review complaints and feedback to identify patterns and areas where we can improve our moving and transport services. This may include updating our procedures, enhancing staff training, improving communication with customers before and during moves, or making practical changes to the way we plan and carry out removals. By raising a complaint when something goes wrong, you help us to maintain and raise standards for all customers.

If you have any questions about this complaints procedure or need assistance in making a complaint about a service you have received from Man With a Van Dulwich, please contact our team who will be ready to help you through the process.