Complaints Procedure

Complaints Procedure for Man With a Van Clapham Common

Man With a Van Clapham Common is committed to providing reliable, efficient and courteous removal and man and van services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our services. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Purpose of This Complaints Procedure

The purpose of this Complaints Procedure is to provide a clear, fair and accessible process for customers who wish to raise a concern or complaint about any aspect of our services. This includes local and longer-distance moves, small removals, man and van hire, packing assistance and related services connected with your move.

We use all feedback, including complaints, to review how we plan jobs, handle belongings, communicate with customers and coordinate moves, so that our service across our operating areas continues to improve.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether reasonable or not, that requires a response. This may include, for example:

Concerns about the way your booking was handled or confirmed.

Issues with punctuality, such as late arrival without explanation.

Concerns about how our team conducted themselves during your move.

Questions or disputes regarding charges, quotes or invoicing.

Concerns about damage to property or belongings connected to your move.

Any other issue where you feel we have not met the standards you reasonably expected from a removal company.

How to Make a Complaint

You may raise a complaint using whichever method you find most convenient. You can contact us in writing or by speaking to a member of our team. When submitting a complaint, please include:

Your full name and preferred method of contact.

The date and approximate time of your move or booking.

A clear description of what happened and what went wrong from your perspective.

Any relevant supporting information, such as photographs of damage, copies of quotes or references to previous conversations with our team.

The outcome you are seeking, for example an explanation, an apology, a correction to your bill or, where appropriate, consideration of compensation.

Providing full details at the outset helps us to investigate promptly and fairly, especially where the complaint involves a specific move, property or item.

Timescales for Raising a Complaint

We encourage you to raise your complaint as soon as possible after the issue arises. For service-related concerns and damage to goods or property, we ask that you contact us within a reasonable time frame after your move. Prompt notice allows us to investigate your concerns while details are still fresh and any relevant evidence is still available.

Our Complaints Handling Process

Once you have raised a complaint, we will follow a structured process to ensure it is handled carefully and respectfully.

1. Acknowledgement

We will acknowledge your complaint and confirm that it has been received. Where possible, we will also identify the person responsible for handling your case and provide an estimated timescale for our response.

2. Investigation

Your complaint will be investigated by a member of our team who was not directly responsible for any issue raised, wherever this is practical. They may review job records, schedules, photographs, inventory notes and, where necessary, speak to the team members involved in your move.

We may contact you for further information or clarification if needed. Keeping an open and honest dialogue helps us to build a full picture of what happened.

3. Response and Outcome

After completing our investigation, we will provide you with a clear, written response. This will normally set out:

A summary of your complaint.

Details of our investigation and any findings.

Our decision and the reasons for it.

Any proposed remedy, which may include an apology, service improvement measures, corrections to billing or, where appropriate and at our discretion, a financial gesture or contribution toward loss or damage.

We aim to respond within a reasonable timeframe. If the investigation is likely to take longer than expected, we will let you know and keep you updated.

If You Are Not Satisfied With Our Response

If you feel that your complaint has not been resolved satisfactorily, you may ask for your case to be reviewed. A different member of our management team will re-examine the details of your complaint, the steps taken in the original investigation and the outcome that was offered.

During this review, we may request additional information from you and from any staff involved. After the review, we will provide you with a further written response explaining our final position. This stage concludes our internal complaints process.

Our Commitments to You

Throughout the complaints process, Man With a Van Clapham Common is committed to the following principles:

We will treat you with respect and courtesy at all times.

We will handle your complaint promptly, professionally and without unnecessary delay.

We will consider all available evidence before reaching a decision.

We will explain our reasoning clearly, even where we are unable to agree with your view.

We will use feedback from complaints to continually review and improve how we provide local and longer-distance removal services.

Confidentiality and Data Protection

Your complaint will be handled in confidence. Information you provide will only be shared with those who need it to investigate and resolve the matter. We will store and process your information in line with our data protection obligations and our internal privacy practices.

Review of This Complaints Procedure

We keep this Complaints Procedure under regular review to ensure it remains clear, fair and effective. As our services and operating practices develop, we may update this procedure to reflect improvements in how we handle customer feedback and resolve concerns. The version available from us at the time you raise your complaint will be the version that applies to your case.