Man and a Van Tooting Complaints Procedure
Man and a Van Tooting is committed to providing a reliable, careful and professional removals service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and the standards you can expect from us throughout the process.
Purpose of this Complaints Procedure
This procedure is designed to give all customers a clear, fair and accessible way to tell us when something has gone wrong. It covers complaints about our man and van services, including home removals, small office moves, collection and delivery, packing, loading, transport and unloading of your belongings.
We use every complaint as an opportunity to review our service, improve our processes and provide better support to customers across our service area in and around Tooting.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our service, whether justified or not, where you are seeking a response or resolution. This may include, for example:
Concerns about the standard of our removals or delivery service, including timeliness and conduct.
Issues with how your booking was handled or confirmed.
Disputes about the condition of goods on collection or delivery.
Concerns about the behaviour or professionalism of a driver or porter.
Disagreements about charges, payments or agreed services.
We will always treat your complaint seriously, even if it appears minor, and we will aim to resolve matters quickly and fairly.
How to Make a Complaint
You can make a complaint in writing or by speaking with us. Written complaints are often helpful as they allow you to set out all relevant details in one place. When raising a complaint, please clearly state that you are making a complaint and provide the following information where possible:
Your full name and any booking reference or job number.
The date and address of the move or collection.
A clear description of what went wrong and when it happened.
Details of any damage, loss or other specific concerns.
What outcome you are seeking, for example, an explanation, an apology or a suggested resolution.
Providing copies of any supporting documents, such as inventories, photographs, or written quotations, can also help us investigate more efficiently.
Our Complaints Handling Stages
Our complaints process is structured in stages to ensure your concerns are addressed fairly and within a reasonable timescale.
Stage 1: Initial Response
Once we receive your complaint, we will acknowledge it within a reasonable period of time. In this acknowledgement we will confirm that we have received your complaint and outline the next steps in the process.
Where possible, we will try to resolve straightforward matters at this stage with a clear explanation or practical solution. If your complaint is more complex, we will move it to the investigation stage.
Stage 2: Investigation
A member of our team will review your complaint in detail. This may involve:
Checking booking records, job sheets and service notes.
Speaking with the driver or porters involved.
Reviewing any photographs, inventories or damage reports.
Assessing the terms and conditions that applied to your booking.
We aim to complete our investigation and provide a full written response within a reasonable timeframe. If we need more time, we will let you know and explain the reasons for any delay, along with an updated timescale.
Stage 3: Outcome and Resolution
When our investigation is complete, we will write to you with our findings. Our response will normally include:
A summary of your complaint and the issues you raised.
An explanation of what we have investigated and the information we considered.
Our decision and the reasons for that decision.
Any proposed resolution, which may include an apology, an explanation, corrective action, service improvement measures or, where appropriate and in line with our terms, a financial gesture.
We will always aim to be clear, fair and transparent in explaining our decision and any next steps.
If You Are Still Unhappy
If you remain dissatisfied after receiving our final response, you may ask us to review the complaint again. In doing so, please tell us which parts of our decision you disagree with and provide any further information that you believe we should consider.
A different member of our team will review your concerns wherever possible to ensure a fresh and impartial perspective. We will then provide you with a further written response setting out our final position.
Timescales
We aim to handle complaints promptly and efficiently. While actual timescales may vary depending on the complexity of your case, we will:
Acknowledge your complaint within a reasonable period.
Keep you informed if an investigation is likely to take longer than expected.
Provide a clear response and outcome as soon as we have completed our investigation.
Our Commitment to Fairness and Respect
All complaints are handled confidentially and with respect. Raising a complaint will not affect any ongoing or future services you receive from Man and a Van Tooting. We ask that customers treat our team with courtesy and allow us a fair opportunity to investigate and resolve issues.
We are committed to improving the quality and reliability of our removals services throughout our operating area. Your feedback, including complaints, helps us train our teams, refine our processes and maintain high standards of care for your belongings and your property.
Review of this Procedure
We review this Complaints Procedure regularly to ensure it remains clear, effective and in line with good practice for removal and delivery services. Updated versions will apply to all new complaints from the date of publication.
If you have any questions about this procedure or need help to make a complaint, please contact our team and we will do our best to assist you.
