Complaints Procedure

Complaints Procedure for Man With a Van Blackheath

Man With a Van Blackheath is committed to providing a reliable and professional removal service. We aim to deliver a smooth and stress-free experience for every customer, whether the move is large or small. However, we understand that on occasion things may not go as planned. This Complaints Procedure explains how you can raise a concern with us, how we will respond, and what you can expect throughout the process.

Our Commitment to Handling Complaints

We treat all complaints seriously and see them as an opportunity to review and improve our services. Every complaint will be handled in a fair, consistent and timely manner. We will always aim to:

Listen carefully to what has happened, understand your concerns and the impact on you.

Investigate the issue impartially, considering all relevant information.

Respond within reasonable timescales and keep you informed of progress.

Provide a clear explanation of our findings and any actions we will take.

Use feedback to improve our removal and man and van services.

Who Can Make a Complaint

Any customer, or someone acting with the customer’s permission, may raise a complaint about any part of our service. This includes enquiries, booking, packing, loading, transportation, unloading, or any aspect of our conduct before, during or after a move.

What Issues You Can Complain About

You may contact us with a complaint if, for example, you feel there has been:

Damage to property or belongings connected to our work.

Delays, missed appointments or poor communication about timings.

Concerns about the attitude or behaviour of our staff or drivers.

Errors in charges, quotes or invoices for removal services.

Any other service quality issue you believe has not met reasonable expectations.

How to Raise a Complaint

We encourage you to raise any concern as soon as possible so we can address it quickly.

Informal Resolution

Where possible, please speak with our team directly at the time of the issue or as soon as you become aware of a problem. Many matters can be resolved quickly through a discussion, clarification, or minor adjustment to our service.

Formal Complaint

If you feel the issue has not been resolved informally, or if the matter is more serious, you can make a formal complaint in writing. When submitting a complaint, please provide:

Your full name and the address where the service was provided.

The date of your move or booking.

A clear description of the issue and when it occurred.

Details of any conversations already held with our staff.

Information about what outcome or resolution you are seeking.

You may also attach any relevant photographs, inventories, or documents that support your complaint.

Timescales for Complaints

We recommend raising any complaint within a reasonable time after the event so we can investigate effectively. We will aim to:

Acknowledge your formal complaint within a reasonable number of working days from receipt.

Carry out a thorough investigation, which may include speaking with staff involved, reviewing documentation, and checking vehicle logs or job records.

Provide a full written response as soon as reasonably practicable, normally within a few weeks depending on the complexity of the issue.

If we need more time to investigate, we will let you know, explain why, and provide an updated timeframe.

How We Investigate and Respond

Once we receive your complaint, we will:

Allocate it to a person with appropriate responsibility to review the case.

Gather all relevant information, including any statements from our team and records from our booking and scheduling systems.

Decide whether the complaint is upheld in full, upheld in part, or not upheld.

Explain our decision clearly, including how we reached our conclusion.

Where appropriate, propose steps to put things right, which may include an apology, practical measures, or other forms of redress in line with our terms and conditions.

Outcomes and Remedies

Where our investigation shows that our service has fallen below the standards we aim to provide, we will consider what actions are reasonable in the circumstances. Depending on the issue, this may include:

A clear explanation and apology.

Correcting errors in documentation or billing.

Practical steps to address any outstanding service issues.

Internal changes to how we schedule, manage or carry out moves.

We will always try to reach a fair and reasonable outcome that reflects the nature of the complaint and the evidence available.

If You Are Still Unhappy

If, after receiving our final response, you remain dissatisfied, you may contact us again to explain why you feel the matter has not been resolved. We will review any new information you provide and consider whether any further action is appropriate.

Using Feedback to Improve Our Service

Every complaint and piece of feedback is reviewed to help us improve. We may use the information from complaints to:

Identify patterns or recurring issues in our removal services.

Improve staff training and customer care.

Refine our booking, scheduling and communication processes.

Update our internal policies and procedures where necessary.

By sharing your experience with us, you help us maintain and enhance the quality of our man and van and removal services for all customers.

Confidentiality and Data Protection

All complaints are handled with appropriate confidentiality. Information will only be shared with those who need it in order to investigate and resolve your complaint. We will handle your personal data in line with applicable data protection principles and our privacy practices.

Review of This Complaints Procedure

This Complaints Procedure is reviewed regularly to ensure it remains clear, effective and in line with our commitment to high service standards. Any updated version will apply to future complaints and may also be used for ongoing cases where appropriate.

Man With a Van Blackheath values your custom and your feedback. If you have concerns about any aspect of our removals or man and van services, we encourage you to use this procedure so we can work with you to resolve the matter fairly.