Complaints Procedure

Complaints Procedure for Man With a Van Twickenham

Man With a Van Twickenham is committed to providing a reliable and professional removal and transport service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so that we can put matters right and continually improve the service we offer our customers. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.

Purpose of This Complaints Procedure

The purpose of this procedure is to give all customers using our man and van or removal services a clear route to raise any dissatisfaction about our work, conduct, or communication. It applies to issues that arise before, during, or after your move, including booking, packing, loading, transport, unloading, and any related administration. Our aim is to handle complaints promptly, fairly, and consistently.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services where you would like a response or resolution. This can include, for example:

Delays in arrival or completion of a removal job, concerns about care taken with your belongings, disagreements about charges or quotations, communication issues during the planning or delivery of your move, or the conduct or attitude of any member of our team.

We welcome all feedback, whether it is a minor concern or a serious issue, and we encourage you to raise it with us so we can address it properly.

How to Make a Complaint

You can make a complaint in writing or verbally. For clarity and to help us investigate efficiently, we recommend that you set out your complaint in writing wherever possible. When submitting a complaint, please include:

Your full name, the date of your move or intended move, a clear description of what went wrong, when and where it happened, the names of any staff involved if known, and any supporting information such as photographs, inventory notes, or written agreements.

Providing as much detail as you can at the outset will help us to review your concerns thoroughly and respond more quickly.

Time Limits for Making a Complaint

We ask that you raise your complaint as soon as possible after the issue arises. For physical loss or damage to items, you should notify us as soon as you become aware of the problem so that we can assess the situation and consider any appropriate remedy. Complaints made later than a reasonable time after the move may be more difficult to investigate, but we will still review them and respond.

Our Complaint Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log it and carry out an initial review. We will acknowledge receipt of your complaint within a reasonable timeframe, confirming that we are looking into the matter and outlining the next steps. If we need further information or clarification, we will ask you at this stage.

Stage 2: Investigation

A member of our management team will investigate your complaint. This may involve reviewing booking records, job sheets, photographs, and communications relating to your move, and speaking with any team members involved. We will assess what happened, whether our service met our usual standards, and whether any policies or procedures were not followed.

Stage 3: Response and Outcome

After we have completed our investigation, we will provide you with a written response setting out our findings and any actions we propose to take. Where appropriate, this may include an explanation or apology, corrective action on future jobs, practical steps to resolve the issue, or consideration of compensation in line with our terms and conditions and any applicable insurance cover.

Stage 4: Escalation

If you are not satisfied with the outcome at Stage 3, you may request that your complaint be reviewed again. At this point, a different senior person, where available, will re-examine the matter. They may request additional information from you or from any staff involved. Following this review, we will provide a final written response, confirming our position and any further steps we can reasonably take.

Our Commitments When Handling Complaints

We are committed to treating every complaint seriously, investigating impartially, and keeping you informed throughout the process. We will handle your complaint confidentially, sharing information only with those who need it to resolve the matter. Our decisions will be based on the information available, our written terms and conditions, and what we consider to be fair and reasonable in the circumstances.

Complaints About Loss or Damage

If your complaint relates to loss of or damage to your belongings during a move, we will ask for full details of the items concerned, their condition before the move, and the nature of the damage. We may request photographs, receipts, or other evidence to support your claim. Our assessment will also take into account the inventory or job details recorded before and during the move, as well as any limits or exclusions set out in our service agreement.

Any settlement or remedy offered will be made in accordance with our terms and conditions and any relevant insurance arrangements. We will explain clearly how we have reached our decision.

Your Responsibilities as a Customer

To help us resolve complaints effectively, we ask that you provide accurate and complete information, respond to our requests for further details, and cooperate with our team during the investigation. We also expect that all communication remains respectful. Our staff have the right to work without abuse or harassment, and we may end communication if behaviour becomes unreasonable.

Continuous Improvement

We review complaints regularly to identify recurring issues and areas where we can improve our man and van and removal services. Feedback from customers is an important part of maintaining reliable local transport and moving support, and we may use information from complaints to update our staff training, working practices, or customer information.

Changes to This Procedure

Man With a Van Twickenham may amend this complaints procedure from time to time to reflect changes in our services, legal requirements, or industry best practice. The version in force at the time you raise your complaint will apply to how we handle and respond to your concerns.