Complaints Procedure

Man With a Van Sidcup Complaints Procedure

Man With a Van Sidcup aims to provide a reliable, professional and friendly removal service. We understand that, on occasion, things may not go as planned. When this happens, we want to put matters right quickly and fairly. This complaints procedure explains how you can raise a concern, what information we need, and how we will deal with your complaint from start to finish.

Our Commitment to You

We are committed to treating every complaint seriously and using your feedback to improve our man and van and removal services. We will handle your complaint promptly, investigate it thoroughly, and keep you informed throughout. We aim to resolve most issues at the earliest possible stage.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not. This can include, for example:

Issues with booking or scheduling your move.

Concerns about punctuality, conduct or professionalism of staff.

Concerns about how your belongings were handled or transported.

Disagreements about charges, quoted prices or payment.

Any other matter where you feel our service has not met your expectations.

Step 1: Raise the Issue Informally

In many cases, problems can be resolved quickly by speaking with the driver or team member on the day of your move. If you notice an issue while the service is being carried out, please raise it as soon as possible so we have the opportunity to address it there and then.

If the matter cannot be resolved on the day, or you prefer not to discuss it with the crew, you can move to the formal complaint stage outlined below.

Step 2: Making a Formal Complaint

If you remain unhappy or your concern is more serious, you can make a formal complaint. Please submit your complaint in writing so that we have a clear record of the issues and can investigate properly.

When making your complaint, please include the following information:

Your full name and preferred contact details.

The date of your move and the collection and delivery locations.

A clear description of what went wrong and when it happened.

Names of any team members involved, if known.

Any supporting information such as photographs, inventories or notes.

Details of any steps already taken to try to resolve the issue.

Step 3: Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it within 5 working days. Our acknowledgement will confirm that we have received your complaint and outline the next steps in the process. We may request further information if we need it to complete our investigation.

Step 4: Investigation Process

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

Checking booking records, job sheets and move details.

Speaking with the driver and team members involved.

Reviewing any photographs, inventories or damage reports.

Considering any relevant terms and conditions.

We aim to complete our investigation and provide a full response within 20 working days of acknowledging your complaint. If, for any reason, we need more time, we will let you know and explain why.

Step 5: Our Response and Possible Outcomes

Once the investigation is complete, we will write to you with our findings and any proposed resolution. Our response will:

Summarise the complaint and the issues raised.

Explain the steps we took to investigate.

Set out our decision and the reasons for it.

Confirm any actions we will take to put things right.

Depending on the circumstances, possible outcomes may include an explanation, an apology, corrective action regarding future service delivery, or, where appropriate and in line with our terms and conditions, a financial settlement.

Step 6: If You Remain Dissatisfied

If you are not satisfied with our final response, you can ask for a further review. In your request, please explain why you are unhappy with the outcome and provide any additional information you believe has not been considered.

We will then arrange for a senior member of our team to review the complaint, the investigation, and the decision already made. A final written response will be provided, normally within 15 working days of your request for a review.

Time Limits for Making a Complaint

To help us investigate effectively, we ask that complaints are made as soon as possible and, in any event, within 14 days of the date of your move. Complaints made after this period may be more difficult to investigate fully, particularly where evidence or recollection of events has faded.

Claims for Loss or Damage

If your complaint relates to loss of or damage to your belongings during a move, please notify us at the earliest opportunity. Where applicable, we will ask for photographs, a description of the items, and any purchase or valuation information you may have. All such claims will be considered in line with our terms and conditions.

Using Complaints to Improve Our Service

Every complaint helps us to review and improve the way we operate our man and van and removal services. We record and monitor complaints to identify patterns, training needs, and any operational changes that may be required. Our aim is not only to resolve individual concerns but also to reduce the likelihood of similar issues occurring in future.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is only shared with those who need it to investigate and resolve the matter. We handle personal information in line with applicable data protection requirements and retain complaint records only for as long as necessary for legal, regulatory and quality assurance purposes.

Accessibility and Support

If you require assistance to make a complaint or need this procedure provided in an alternative format, please let us know. We will do our best to accommodate reasonable requests so that everyone using our services can raise concerns in a clear and accessible way.

This complaints procedure is intended to give you confidence that your concerns will be taken seriously and dealt with fairly whenever you use Man With a Van Sidcup for your move.