Complaints Procedure
Man with Van Stockwell Complaints Procedure
Man with Van Stockwell is committed to delivering a reliable and professional removal service. We aim to handle every move carefully and efficiently, but we recognise that occasionally things may not go as expected. This Complaints Procedure explains how you can tell us if you are unhappy, how we will respond, and what you can expect from us throughout the process.
Purpose of this Complaints Procedure
This procedure is designed to provide a clear, fair and timely way for customers to raise concerns about any aspect of our man and van or removal services. It applies to all customers using our services, whether for small moves, larger home removals or transport of individual items.
We use the information from complaints to review our working practices, staff training and service standards, helping us continually improve the moving experience for customers across our service area.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our service, whether justified or not, which requires a response. This can include, but is not limited to:
Concerns about how your booking, quotation or schedule was handled.
Issues with the conduct, behaviour or professionalism of our team members.
Concerns about how your belongings were handled, including damage or loss.
Dissatisfaction with the standard, timing or reliability of our removal services.
Concerns about invoices, pricing clarity or any other aspect of our administration.
How to Make a Complaint
You can raise a complaint in writing or verbally. We encourage customers to set out complaints in writing wherever possible, as this helps us understand the issue clearly and investigate thoroughly.
When making a complaint, please include the following information where you can:
Your full name and any reference or booking details connected to the move.
The date and location of the service carried out.
A clear description of what went wrong and what outcome you are seeking.
Any supporting information that may help us, such as photographs or copies of paperwork.
If you choose to make a complaint verbally, our team will make a written note of the details you provide, so that the matter can be properly recorded and investigated.
Time Limits for Submitting a Complaint
We ask that you raise your complaint as soon as possible after the issue occurs so that the events are still fresh in everyone’s mind and evidence is easier to gather. For complaints involving potential damage or loss of items, we ask that you notify us as soon as you become aware of the problem.
Acknowledgement of Your Complaint
Once we receive your complaint, we will record it and begin our internal process. We aim to acknowledge receipt of your complaint within a reasonable timeframe. This acknowledgement will normally confirm:
That we have received your complaint and logged it in our system.
Who will be responsible for handling your complaint.
Any initial information or clarification we require from you.
An indication of when you can expect a more detailed response.
How We Investigate Complaints
Complaints are taken seriously and are handled by a suitable member of our management or office team. Depending on the nature of the complaint, our investigation may include:
Reviewing your booking details, inventory, and any correspondence.
Speaking with the team members who carried out the work.
Examining photographs, delivery notes, or any supporting documents.
Assessing whether our service met our usual standards and any agreed arrangements.
We aim to conduct investigations fairly and objectively, considering both your account and the information available from our staff and records.
Response and Resolution Timescales
We will aim to provide you with a substantive response within a reasonable period after acknowledging your complaint. If the matter is complex and we require more time to investigate, we will explain the reason for any delay and provide an updated timescale.
Our response will normally include:
A summary of your complaint as we understand it.
An outline of the steps we took to investigate.
Our findings and, where appropriate, an apology or explanation.
Any proposed resolution or next steps.
Possible Outcomes and Remedies
Where we find that something has gone wrong, we will seek to put matters right as fairly and quickly as possible. Depending on the circumstances, potential outcomes may include:
A clear explanation or clarification about what occurred.
An apology for any inconvenience or shortfall in our service.
A review of internal procedures, staff guidance or training.
In appropriate cases, consideration of goodwill gestures or other practical steps to address the issue, in line with our terms and conditions and any applicable policies.
Escalating Your Complaint
If you are not satisfied with the outcome of your complaint at the initial stage, you may ask for your complaint to be reviewed by a more senior member of our team. When requesting an escalation, please explain why you are unhappy with the original decision and what you believe would resolve the matter.
The reviewing person will look again at the information, the investigation and the decision reached, and will provide you with a further response. This review is the final stage of our internal complaints procedure.
Your Responsibilities When Making a Complaint
To help us address your concerns effectively, we ask that you:
Provide honest, accurate and complete information.
Raise your complaint promptly once an issue is identified.
Behave respectfully towards our staff throughout the process.
Respond to reasonable requests for further information or evidence.
Use of Complaint Information
We treat complaint information with care and only share it within our organisation when necessary to investigate and resolve the matter. The information gathered through complaints may be used to monitor performance, identify recurrent issues and improve the quality of our removal services across our operating area.
Review of this Complaints Procedure
Man with Van Stockwell keeps this Complaints Procedure under regular review to ensure it remains clear, fair and effective. We may update the procedure from time to time to reflect changes in our services, internal processes or applicable guidance. The version published on our site represents the most current statement of how we handle complaints.
