Complaints Procedure for Man With a Van Streatham

Man With a Van Streatham is committed to providing a reliable, professional and friendly removal service. 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 service. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we will work with you to resolve any issues.

Scope of This Complaints Procedure

This procedure applies to all customers who use our services, including domestic moves, small office moves, man and van services, and related loading and unloading work. It covers complaints about our service delivery, staff conduct, handling of belongings, punctuality, communication, and any aspect of the moving process under our control.

This procedure does not cover disputes arising from circumstances beyond our reasonable control, such as severe traffic disruption or access restrictions that were not disclosed to us in advance. However, even in these cases, we will always aim to communicate clearly and work towards a fair resolution.

Our Commitments

When you make a complaint to Man With a Van Streatham, we will:

Listen carefully to your concerns and treat your complaint seriously.

Be polite, respectful and fair at all times.

Acknowledge your complaint promptly.

Investigate the matter thoroughly and impartially.

Provide a clear response, explaining any findings and next steps.

Use your feedback to review and improve our removal services.

How to Make a Complaint

You can raise a complaint as soon as you become aware of an issue during or after your move. To help us deal with your concern efficiently, please provide as much detail as possible, including:

Your full name and the address where the service was carried out.

The date and approximate time of the service.

A clear description of what went wrong and how it has affected you.

Names or descriptions of any staff members involved, if known.

Any supporting evidence you may have, such as photographs of damage or written instructions given to our team.

We encourage you to raise concerns at the earliest opportunity, ideally on the same day, so we can address them quickly.

Informal Resolution

Many issues can be resolved quickly and informally. If you are unhappy during the move, please speak to the driver or team leader on site. They will do their best to resolve the matter immediately by clarifying arrangements, adjusting how items are handled, or addressing concerns about timing or conduct.

If the problem cannot be resolved on the day, or if you prefer not to discuss it with the team on site, you can ask to escalate the issue to a manager. We will then move to the formal complaints process.

Formal Complaints Process

When a complaint is treated formally, we will follow these steps:

Acknowledgement: We will acknowledge your complaint and confirm that it is being investigated. Where possible, we will outline the next steps and indicative timeframes for our response.

Investigation: We will gather information from all relevant parties, including the team that carried out the work, and review any notes, job sheets and photographs. We may contact you for additional information or clarification.

Assessment: We will assess the facts objectively, taking into account the terms and conditions of our service, any instructions you provided, and the circumstances of the move.

Response: We will provide you with a clear written or verbal response setting out the outcome of our investigation, our findings and, where appropriate, any proposed remedy.

We aim to complete most investigations within 14 days of receiving full details of the complaint. If we expect it to take longer, we will let you know and provide an updated timescale.

Possible Outcomes and Remedies

Depending on the nature of your complaint and the outcome of our investigation, we may offer one or more of the following remedies:

An explanation of what happened and why.

An apology where service has fallen below our expected standards.

Corrective action, such as revisiting the property to complete work that was not carried out as agreed, where reasonably possible.

Consideration of compensation in line with our terms and conditions, where loss or damage is attributable to our actions and has been evidenced.

Commitments to improve our internal processes, staff training or communication to prevent similar issues in future.

Escalation if You Are Not Satisfied

If you are not satisfied with the outcome of your complaint, you may ask for a further review. In this case, your complaint will be reassessed by a more senior member of our team who was not directly involved in the original handling of the matter.

We will review the original investigation, consider any new information you provide, and issue a final response. This will usually be completed within a further 14 days, subject to the complexity of the case.

Time Limits for Complaints

To enable a fair and accurate investigation, we request that complaints are made as soon as possible and, in any event, normally within 14 days of the removal service being provided. Complaints made later than this may be more difficult to investigate fully, but we will still consider them and respond where we reasonably can.

Customer Responsibilities

We ask that customers raising complaints treat our staff with respect and provide honest, accurate information. This helps us to understand what has happened and to work towards a fair solution. We may not be able to uphold a complaint if critical details are withheld or if evidence is altered or unclear.

We also expect customers to take reasonable steps to protect their belongings before and during the move, such as packing items securely if they have chosen to pack their own goods, and informing us of fragile or high-value items in advance.

Using Complaints to Improve Our Service

Every complaint is an opportunity for Man With a Van Streatham to learn and improve. We monitor the types of issues raised, review how they are resolved and, where needed, update our training, equipment, procedures and communication. Our aim is to provide a consistently high standard of service for all moves, from small local jobs to larger relocations.

By following this complaints procedure, we hope to resolve any concerns fairly and promptly, and to maintain the confidence of customers who choose our removal services.