Complaints Procedure

Complaints Procedure for Man with Van South Wimbledon

Man with Van South Wimbledon aims to provide a reliable and professional removals and man and van service. We recognise that, on occasion, things can go wrong. When this happens, we want to know about it so we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

This procedure is designed for customers who have used, or intend to use, our services such as home removals, small office moves, furniture collection and delivery, or related man and van support. It sets out a clear and fair process for raising issues, ensures that complaints are handled consistently, and provides timescales for responses wherever reasonably possible.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you are seeking a response or resolution. This may include, for example:

Issues with the quality of the move, such as handling of items, punctuality, or conduct of staff.

Concerns about the way your booking, quotation, or payment was managed.

Disagreement about charges, waiting time, access issues, or additional services provided on the day.

Any other matter where you feel we have not met the standards you reasonably expected from a removal and man and van provider.

Raising a Complaint Informally

Many concerns can be sorted out quickly on the day of the move or shortly afterwards. If possible, we encourage you to speak directly with the driver or team leader at the time the issue arises. They may be able to resolve the matter immediately, for example by adjusting how the job is carried out or clarifying any misunderstanding about the service.

If the issue cannot be resolved on the day, you can also contact our office to explain what has happened and discuss possible ways forward. In many cases, this informal step is enough to reach a satisfactory outcome for everyone.

Making a Formal Complaint

If your concern is not resolved informally, or if you prefer to raise it formally from the outset, you can make a written complaint. When submitting your complaint, please provide as much detail as you can, including:

Your full name and the address where the service was carried out.

The date of your move or booking and the approximate time it took place.

A clear description of what went wrong, including any relevant times, locations, or names of staff if known.

Any supporting information, such as photographs of damage to items or property, copies of invoices, or details of earlier discussions.

What outcome you are seeking, such as an explanation, apology, rectification of an error, or review of charges.

Timescales for Acknowledgement and Response

We aim to acknowledge all formal complaints within a reasonable time from receipt. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps in the process.

We will then investigate your complaint by reviewing your account, any documentation we hold, and, where relevant, speaking to the staff involved. Our goal is to provide a full written response within a reasonable period. If we require additional time due to the complexity of the complaint, we will let you know and provide an updated timescale.

How We Investigate Complaints

Each complaint is considered on its individual facts. During the investigation we may:

Review job sheets, booking details, and any written or recorded notes relating to your move.

Obtain statements from the driver and any team members who were present.

Assess any photographs, damage reports, or other evidence you have provided.

Compare what happened with our internal procedures and service standards to see whether we met our obligations.

After completing the investigation, we will decide whether your complaint is upheld in full, upheld in part, or not upheld. We will explain our reasoning as clearly as possible.

Possible Outcomes and Remedies

Where your complaint is upheld or partly upheld, we will consider appropriate steps to put things right. Depending on the circumstances, this may include one or more of the following:

A clear explanation of what went wrong and why it occurred.

A sincere apology for any inconvenience, upset, or loss of time caused.

Corrective action, such as updating your records, revising charges in line with our terms, or offering a re-visit where appropriate.

Internal changes to our procedures or training to prevent similar issues arising in future moves.

Any remedy offered will take into account our terms and conditions, any applicable insurance cover for your move, and the specific details of your complaint.

Complaints Involving Loss or Damage

If your complaint relates to damage to items or property, or missing possessions, we may need additional information. This could include photographs of the damage, proof of ownership or value, and details of how and when you noticed the issue. We ask that you notify us of any such concerns as soon as reasonably possible after the move so that we can investigate promptly.

Any potential claim will be considered in line with our terms and conditions and any relevant cover arranged for your removal. In some cases, we may request an independent assessment of damage or ask you to retain the damaged item for inspection.

If You Remain Unhappy

If, after receiving our final response, you remain dissatisfied, you may contact us again to request a review. When doing so, please explain why you disagree with our decision or why you feel the resolution offered is not fair. We will then consider whether any further review is appropriate and advise you of our position.

Using This Procedure

This Complaints Procedure applies to all customers of Man with Van South Wimbledon who use our man and van or removal services. By setting out this process, we aim to promote transparency, fairness, and continuous improvement in how we deliver our services across our operating area.

Your feedback, whether positive or negative, is important in helping us refine the service we provide. We encourage all customers to share their experiences so that we can continue to offer a dependable, professional moving service.