Complaints Procedure

Complaints Procedure for Man with Van Wimbledon

Man with Van Wimbledon 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 services. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Our Commitment to You

We take all complaints seriously and aim to resolve them fairly, consistently and as quickly as possible. Our objectives when dealing with any complaint are to:

Listen carefully to your concerns and understand what went wrong from your point of view.

Investigate the issues thoroughly and objectively.

Provide a clear explanation of what we find and what we can do to resolve the matter.

Learn from feedback and make improvements to our removal and man and van services where needed.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you would like a response or resolution. This can include, for example, concerns about:

The standard of our removal or delivery services.

Communication before, during or after your move.

The behaviour or conduct of our staff or drivers.

Delays, missed appointments or changes to bookings.

Loss of or damage to belongings during loading, transport or unloading.

How to Raise a Complaint

We encourage you to tell us about any concern as soon as possible so we can deal with it promptly. You can make a complaint in writing or verbally. Please provide the following information wherever possible:

Your full name and the address related to the booking.

The date of your move or transport service.

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

Any supporting information, such as photographs of damage, inventory lists or booking references.

What outcome or resolution you are seeking, if you have a preference.

Time Limits for Making a Complaint

To help us investigate effectively, we ask that complaints about our services are raised as soon as reasonably possible. In many cases, issues can be resolved quickly if we are made aware on the day of the move or shortly afterwards. If your complaint relates to loss of or damage to items, please notify us as soon as you discover the issue. This allows us to review the circumstances while details are still recent and to consider any insurance or compensation options that may apply.

Our Complaints Handling Stages

We aim to handle complaints in a clear and structured way so you know what to expect at each stage.

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log it and carry out an initial review. We will normally acknowledge your complaint within a reasonable time frame, confirming that we have received it and explaining the next steps. Where appropriate, we may contact you at this point to clarify details or request additional information.

Stage 2: Investigation

We will then investigate the matters you have raised. This may involve speaking to the staff involved, reviewing booking details, route information and any photographs, documents or messages you have provided. Our aim is to understand what happened, whether our service fell short of our standards, and if so, why.

We strive to complete our investigation and provide a response within a reasonable period, depending on the complexity of the complaint and the information available. If we anticipate that the investigation may take longer, we will aim to let you know and keep you updated.

Stage 3: Response and Outcome

When our investigation is complete, we will provide you with a clear response. This will usually include:

A summary of the issues you raised.

An explanation of the findings from our investigation.

Whether we uphold your complaint in full, in part, or not at all.

Any steps we will take to put things right, such as an apology, a practical remedy, or where appropriate, consideration of compensation in line with our terms and conditions.

Information on any changes we plan to make to improve our services and reduce the risk of similar issues occurring in future.

If You Are Not Satisfied with the Outcome

If you remain unhappy after our response, you may ask us to review the decision. You should explain why you feel the complaint has not been resolved and provide any additional information you believe is relevant. A more senior member of our team will then consider your concerns, review the earlier investigation and decide whether any further action is appropriate. We will then provide a final response.

Claims for Loss or Damage

Where your complaint involves loss of or damage to items moved by our team, we will assess the claim in line with our terms and conditions and any applicable insurance arrangements. It is important that you notify us as early as possible and retain any damaged items and packaging for inspection if required. We may ask you for evidence such as photographs, descriptions of the items, proof of purchase or estimated value.

Any settlement or compensation will be considered based on the information available, the extent of our responsibility, and the cover that applies to the service we provided.

How We Use Feedback and Complaints

Every complaint is an opportunity for us to review the way we operate. We use the information from complaints to:

Identify areas where our removal and man and van services can be improved.

Provide additional training or guidance to our team where needed.

Review our procedures for bookings, handling, loading, transport and customer communication.

Update our policies and internal checks to support better service for all customers.

Confidentiality and Data Protection

All complaints are handled confidentially. Information you provide will be used only for the purpose of investigating and resolving your complaint, managing our services and meeting any legal or regulatory requirements. We will store and handle your data in line with data protection principles and our privacy practices.

Review of This Complaints Procedure

We keep this complaints procedure under regular review to ensure it remains clear, fair and effective. Any updates will reflect changes in our services, legal requirements or best practice in handling customer complaints.