Complaints Procedure

Complaints Procedure for Man With a Van New Malden

This complaints procedure explains how customers of Man With a Van New Malden can raise concerns about our services and how we will respond. It applies to all customers using our man and van and removal services, including home moves, office moves, collection and delivery, and related transport services.

Our Commitment to Resolving Complaints

We aim to provide a reliable, safe and professional moving service on every job. If something goes wrong, we want to know so we can put it right and improve our standards. All complaints are taken seriously, handled fairly, and treated with respect and confidentiality.

What This Procedure Covers

This procedure covers complaints about any aspect of our service, including but not limited to:

Service quality during your move, including punctuality, handling of goods, and conduct of our team. Communication before, during, and after the move. Issues relating to quotes, pricing, and charging. Problems with bookings, scheduling, or cancellations. Concerns about damage, loss, or missing items connected with a move. Any other dissatisfaction with how our man and van or removal services were provided.

Raising a Complaint

You should raise your complaint as soon as possible after the issue occurs so that we can investigate effectively. Providing clear details helps us understand what happened and how to resolve it.

Please include the following information when you make a complaint:

Your full name and the address where the service was provided. The date of your move or booking and any reference details you may have. A clear description of what went wrong and when it happened. Names of any staff you dealt with, if known. Any evidence you can provide, such as photos of damage, inventory notes, or written confirmations. What outcome you are seeking, for example an explanation, corrective action, or compensation.

How to Complain

You can raise a complaint by contacting us using our usual communication methods. You may do this in writing or verbally. We encourage written complaints where possible so that details are recorded clearly and can be referred to during the investigation.

If your complaint is made by phone or in person, we may ask you to confirm the details in writing so that there is a clear record of what has been raised.

Initial Acknowledgement

Once we receive your complaint, we will record it in our internal system. We aim to acknowledge all complaints promptly. The acknowledgement will confirm that we have received your complaint and will outline the next steps and indicative timescales for our investigation and response.

Investigation of Your Complaint

Your complaint will be reviewed by a person with appropriate responsibility who was not directly involved in the issue wherever possible. The investigation may include:

Reviewing booking details, quotes, and any written communications. Speaking with staff involved in the move or service. Examining photos, checklists, or delivery notes. Assessing adherence to our internal procedures and service standards.

We may contact you during the investigation if we need further information or clarification to help us understand the situation fully.

Response and Outcome

Following our investigation, we will provide you with a clear written response where possible. This will usually include:

A summary of your complaint. The findings of our investigation. Any steps we have taken or will take to put things right. Information on any goodwill gestures or compensation, if applicable. Details of any changes we will make to our processes or training to help prevent similar issues in future.

We aim to resolve complaints as swiftly as reasonably possible. If we need more time to complete our investigation, we will let you know and provide an updated timescale.

If You Are Unhappy With the Outcome

If you remain dissatisfied after receiving our response, you can ask for your complaint to be reviewed again. In your request, please explain why you are unhappy with our decision or how you believe the complaint has not been fully addressed.

A more senior member of our team will review the handling of your complaint, the evidence considered, and the conclusions reached. Following this review, we will provide a final response.

Complaints Involving Damage or Loss

Where your complaint relates to damage or loss, it is important that you tell us as soon as you become aware of the issue. We may ask you for photographs of the damage, proof of value, or other supporting information in order to assess any claim properly.

Any offers of repair, replacement, or compensation will depend on the specific circumstances, the condition of items prior to the move, and the terms agreed at the time of booking. We will always aim to take a reasonable and fair approach in line with our obligations.

Fair Treatment and Confidentiality

We will treat every complaint fairly, without discrimination, and in a professional manner. Making a complaint will not affect your right to use our services again in the future. All information provided in connection with a complaint will be handled sensitively and kept as confidential as reasonably possible, subject to our legal and regulatory responsibilities.

Using Feedback to Improve Our Service

We value feedback from customers and see complaints as an opportunity to learn and improve. We regularly review complaints and outcomes to identify recurring issues, training needs, or changes that could enhance the quality and reliability of our removals and man and van services across our service area.

Updates to This Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our practices, legal requirements, or customer expectations. The version published on our website will be the most current version and will apply to all new complaints from the date it is posted.