Complaints Procedure for Man with Van Wimbledon

This complaints procedure explains how customers of Man with Van Wimbledon can raise concerns about our removal and moving services, and how we will handle and resolve those concerns. Our aim is to deal with all complaints fairly, consistently and in a timely manner, while using feedback to improve our moving and transport services.

Our Commitment to You

We are committed to providing a professional and reliable man and van service across our service area. If something goes wrong, we want to know about it so we can put matters right where possible and prevent similar issues from happening again. We will always treat you with respect and expect the same in return during the complaints process.

What This Procedure Covers

This procedure applies to complaints about our man and van and removal services, including local and longer-distance moves, home or office relocations, furniture transport and related services carried out by our staff or subcontractors on our behalf. It covers issues such as service quality, conduct of staff, handling of belongings, punctuality, and how we have communicated with you before, during or after your move.

This procedure does not cover general enquiries, requests for quotes, or cancellations where no service issue is being raised. Those should be dealt with through our usual customer service channels.

Raising an Informal Concern

In many cases, problems can be resolved quickly and informally. If you experience an issue during your move or shortly afterwards, please speak to the driver or team on the day, or contact our office as soon as possible. We will do our best to resolve matters immediately, for example by adjusting the service, clarifying what has been agreed, or arranging a practical solution.

If you are not satisfied with the outcome of an informal discussion, or you feel the matter is too serious to deal with informally, you can make a formal complaint using the process below.

How to Make a Formal Complaint

To help us investigate thoroughly and fairly, we ask that formal complaints are made in writing. When making a complaint, please include the following information:

The date of your move or service, the collection and delivery addresses, a clear description of what went wrong, including dates and times where possible, the names of any staff you dealt with, if known, details of any damage or loss, including photographs if available, and what outcome you are seeking, such as an explanation, apology, corrective action, or compensation where appropriate.

Written complaints can be submitted through our usual written contact methods. Please mark your communication clearly as a complaint so that it can be directed to the appropriate person for review.

Time Limits for Complaints

You should raise any complaint as soon as possible after the issue occurs. This helps us gather accurate information and respond effectively. For complaints involving damage to property or belongings, you should notify us in writing as soon as reasonably practicable after the move, and no later than the timescales set out in your terms and conditions. If you raise a complaint after a significant delay, it may limit the options available for investigation and resolution.

How We Will Handle Your Complaint

Once we receive your written complaint, we will acknowledge it within a reasonable period of time. We will then carry out a fair and objective investigation, which may involve reviewing documentation such as booking details and move notes, speaking with the staff involved, assessing photographs or other evidence you provide, and comparing events with the agreed terms and conditions.

We aim to provide a full written response as quickly as possible. The time required may vary depending on the complexity of your complaint, whether additional information is needed, and whether any third parties are involved. If we need more time, we will inform you and keep you updated on progress.

Our Response and Possible Outcomes

After investigating your complaint, we will send you a clear written response setting out what we have found, what, if anything, went wrong, and what action we propose to take. Possible outcomes may include an explanation of what occurred and why, an apology where our service has fallen below our standards, practical steps to put things right where possible, and where appropriate and in line with our terms and conditions, a goodwill gesture or compensation offer.

Any settlement or offer will take into account the scope of the service booked, the evidence available, and the contractual terms agreed at the time of your booking.

If You Are Not Satisfied with the Outcome

If you are unhappy with our response, you may ask for your complaint to be reviewed again. When requesting a review, please explain which aspects of our decision you disagree with and provide any additional information that you feel has not been considered. We will arrange for a further review, where possible by someone who was not involved in the original investigation, and we will provide a final response explaining whether our decision has been changed or upheld.

If you remain dissatisfied after our final response, you may wish to seek independent advice regarding your options for further action, based on your individual circumstances and the applicable law and contract terms.

Complaints Involving Damage or Loss

Where your complaint involves alleged damage to property or loss of items during a move, we may request photographs, receipts, or other evidence to help us assess the situation. We may also ask for details of any existing damage noted before the move or information about how items were packed. Our responsibility for damage or loss will be considered in line with our terms and conditions, any declared value, and any limitations or exclusions that apply to the service you booked.

Using Complaints to Improve Our Service

Every complaint is an opportunity for us to review how we operate and look for ways to improve our man and van and removal services across our service area. We may use the information from complaints to provide additional training to staff, update our procedures, improve communication with customers, and refine our booking and planning processes.

By following this complaints procedure, we aim to ensure that any concerns you have about Man with Van Wimbledon are taken seriously, handled fairly, and used to help us deliver a better moving experience for all our customers.