Complaints Procedure

Complaints Procedure for Man with Van New Malden

Man with Van New Malden is committed to providing a reliable and efficient removal service for households and businesses. We aim to handle every move with care and professionalism, but we recognise that sometimes things can go wrong. This complaints procedure explains how you can raise a concern, how we will respond, and what you can reasonably expect from us throughout the process.

Purpose of this Complaints Procedure

The purpose of this complaints procedure is to provide a clear, fair and accessible route for customers to tell us when they are unhappy with any aspect of our services. It applies to all work we undertake, including local moves, small removals, man and van services, and related moving support. Our goal is to resolve issues quickly and use your feedback to improve the way we work.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether it relates to our staff, vehicles, timekeeping, handling of goods, communication, charges, or any other aspect of your experience with Man with Van New Malden. You may complain if you feel that:

We have not delivered the service you expected. Our team members have behaved in a way you consider unprofessional. Your belongings have been damaged or lost. You have been charged incorrectly or without clear explanation. We have failed to keep you informed or to respond to you within a reasonable time.

How to Make a Complaint

You can raise a complaint verbally or in writing. While we are happy to discuss issues over the phone or in person, we recommend putting your complaint in writing so that there is a clear record of the points you wish to raise. This also helps us investigate your concerns more effectively.

When making a complaint, please provide the following information where possible:

Your full name and the address where the service was carried out. The date of your move or booking. A clear description of what went wrong and when it happened. Any photographs, notes, or other evidence that may help us understand the issue. Details of any conversations you have already had with our team about the matter.

Time Limits for Submitting Complaints

We ask that complaints are raised as soon as reasonably possible after the issue occurs. For concerns about service quality, staff conduct or delays, we recommend contacting us within seven days of your move. For concerns involving damage or loss of goods, please let us know as soon as you notice the problem, ideally within 48 hours of the move. The sooner you raise the issue, the easier it is for us to investigate thoroughly.

Our Complaints Handling Process

We aim to acknowledge all written complaints promptly. Once we receive your complaint, we will follow these steps:

Initial acknowledgement: We will confirm that we have received your complaint and explain the next steps in the process. This may include asking for further information or clarification where needed.

Investigation: A member of our management team will review the details of your complaint. This may involve speaking to the staff involved, checking booking records and job notes, reviewing any photos or evidence, and, where relevant, inspecting any reported damage.

Response: Once our investigation is complete, we will provide you with a written response explaining our findings, any conclusions we have reached, and any actions we propose to take to resolve the matter.

Timeframe for Responses

We aim to provide a full written response within 14 days of receiving your complaint. If the issue is complex or requires more detailed investigation, it may take longer. In such cases, we will inform you of the delay, explain the reasons, and provide an updated timescale for our response.

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:

An apology and explanation of what went wrong. A correction or completion of the service where reasonably possible. A partial or full refund, where appropriate and in line with our terms and conditions. A gesture of goodwill, where suitable. Confirmation of steps we will take to prevent similar problems in future.

Any financial remedy or other resolution will be considered on a case by case basis, taking into account the circumstances of the job, the terms agreed at the time of booking, and any evidence provided.

If You Are Not Satisfied with Our Response

If you are unhappy with the outcome of your complaint or feel that it has not been handled fairly, you may ask for your complaint to be reviewed by a more senior member of our team. When requesting a review, please explain why you are dissatisfied with our original response and what outcome you are seeking. We will then reassess the matter and provide a final written decision.

Privacy and Data Protection

All complaints will be handled in confidence and in line with applicable data protection requirements. Information you provide will be used only for the purpose of investigating and resolving your complaint and for improving our services. We will retain records of complaints and our responses for an appropriate period to help monitor service standards.

Using Complaints to Improve Our Service

Feedback from customers, including complaints, is a valuable part of how Man with Van New Malden maintains and improves quality. We regularly review complaints to identify patterns, training needs, and opportunities to enhance our moving and removal services. By raising your concerns, you help us deliver a safer, more reliable and more professional service for all customers.

Fairness and Respect

We are committed to treating all customers fairly and with respect throughout the complaints process. In return, we ask that our staff are treated with the same courtesy. We reserve the right to end communication where behaviour becomes abusive, threatening or unreasonable, while still considering the substance of any legitimate complaint already raised.

This complaints procedure is intended to support clear communication and a constructive approach to resolving problems. If you have any concerns about the service you have received from Man with Van New Malden, please contact us so that we can address the issue and work towards a fair resolution.