Complaints Procedure for Man with Van Deptford
Man with Van Deptford is committed to providing a reliable and professional removals and man and van service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise concerns, how we handle your complaint, and what you can expect from us at each stage.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear and fair process for customers who are dissatisfied with any part of our service. This can include local or longer distance moves, packing and loading, collection and delivery of items, timing, staff conduct, or the handling of your belongings.
We use all feedback and complaints to review and, where necessary, improve how we operate our man and van and removal services.
What Counts as a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, about our services that requires a response. Examples include, but are not limited to:
Delays in collection or delivery of your items
Damage to property or belongings during a move
Missing items or incorrect delivery
Concerns about the behaviour or professionalism of our staff
Disputes regarding charges, quotations, or additional fees
Communication issues, such as lack of updates or unclear information
We encourage you to raise any concerns as soon as possible, so that we can address them quickly and effectively.
How to Make a Complaint
You can make a complaint in writing or by speaking with us directly. When raising a complaint, please provide as much detail as you can, including:
Your full name
The date of your move or booking
A description of the service you booked (for example, man and van, home removal, office move)
A clear explanation of what went wrong and when it occurred
Any relevant reference details, such as a booking reference or invoice number
Details of any loss or damage, including photographs if available
What outcome or resolution you are seeking
Providing detailed information helps us investigate your complaint thoroughly and respond more effectively.
Stage One: Initial Complaint and Acknowledgement
Once we receive your complaint, we will acknowledge it as soon as reasonably possible. We aim to:
Confirm that we have received your complaint
Clarify any points if further information is required
Explain the next steps and expected timescales for our investigation
Where your complaint is straightforward, we will attempt to resolve it at this stage by offering an explanation, an apology where appropriate, or a practical solution.
Stage Two: Investigation of Your Complaint
If your complaint cannot be resolved immediately, it will be passed to a senior member of our team for investigation. During this stage we may:
Review your booking details, inventory, and any written records
Speak to the staff involved in your move or service
Examine photographs, notes, or other evidence you have supplied
Assess any relevant policies, terms and conditions, or insurance information
We will aim to complete our investigation within a reasonable timeframe. If for any reason we need more time, we will let you know and provide an updated timescale.
Stage Three: Response and Resolution
After we have completed our investigation, we will provide you with a written response setting out:
A summary of your complaint
The steps we took to investigate
Our findings and conclusions
Any remedies or actions we propose
Possible outcomes may include one or more of the following:
An explanation of what went wrong and why
An apology where appropriate
Practical steps to put things right where possible
A goodwill gesture
Advice on how to pursue the matter further if you remain dissatisfied
Where your complaint relates to loss or damage to belongings, we will consider this in line with our terms and conditions and any applicable insurance cover.
If You Remain Dissatisfied
If you are not satisfied with our final response, you may request a review of your complaint. In this case, a different senior member of our team will reconsider the matter, taking into account any additional information you wish to provide.
This internal review will focus on whether the complaint was handled fairly and whether the outcome was reasonable in light of the circumstances and the evidence available.
Timescales
We aim to handle all complaints promptly and fairly. While exact timescales may vary depending on the complexity of the issue, our general approach is:
To acknowledge your complaint as soon as reasonably possible
To investigate and respond within a reasonable period, keeping you informed if further time is needed
Where a complaint involves third parties, such as insurers or building managers, the process may take longer. If this is the case, we will explain the reason for any delay.
Your Responsibilities
To help us resolve your complaint efficiently, we ask that you:
Raise your concerns as soon as you become aware of an issue
Provide clear, factual information about what has happened
Share any supporting evidence, such as photographs or documentation
Communicate with us in a polite and respectful manner
We are fully committed to treating all customers fairly and respectfully, and we expect the same courtesy in return.
How We Use Complaints to Improve Our Service
Complaints and feedback play an important role in maintaining and improving our removal and man and van services. We review complaints regularly to identify patterns and areas where we can improve, such as staff training, vehicle allocation, packing practices, handling of fragile items, and communication throughout the moving process.
By following this Complaints Procedure, Man with Van Deptford aims to ensure that all concerns are handled consistently, fairly, and with the aim of reaching a satisfactory resolution for our customers.
