Complaints Procedure

Complaints Procedure for Man With a Van Clapham Park

Man With a Van Clapham Park is committed to providing a reliable, professional and courteous removal service. We recognise that, on occasion, things may not go as planned. This complaints procedure sets out how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Purpose Of This Complaints Procedure

The purpose of this procedure is to give customers a clear and fair way to report dissatisfaction with our services, including house moves, flat moves, office moves, student removals, furniture transport and related man and van services. It explains how we will investigate, resolve and learn from complaints in order to improve our removal operations.

What Counts As A Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, where you believe that:

• We have not delivered the removal service you reasonably expected.
• Our team has acted in an unprofessional or discourteous way.
• We have caused damage or loss to your property in connection with a move or delivery.
• We have failed to follow our agreed booking details, timings or charges.
• We have not met our obligations under the terms and conditions you accepted when booking.

We welcome feedback of all types, but this procedure specifically covers issues where you would like us to formally investigate and provide a clear outcome.

How To Make A Complaint

You can raise a complaint in writing. Written complaints help us understand the situation clearly and keep a record of what has happened. When submitting a complaint, please provide as much detail as possible, including:

• Your full name.
• The date of your move or booking.
• The pick-up and delivery addresses used for the service.
• A description of the issue, including times, locations and names of staff members involved, if known.
• Any supporting information, such as photographs of damage or copies of relevant documents.
• What outcome or resolution you are seeking.

If you need help setting out your complaint, you may contact us and we will explain what information we require so that we can investigate properly.

Time Limits For Raising A Complaint

We ask that you raise any complaint as soon as possible after the issue occurs so that we can investigate while details are fresh and any evidence is still available. For complaints relating to damage to items or property, you should notify us as soon as reasonably possible after delivery or completion of the move, once you have had a fair opportunity to inspect your goods and premises.

Our Complaints Handling Stages

We aim to deal with complaints promptly and fairly. Our process usually follows these stages:

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it in writing. We will normally do this within five working days. At this stage we may ask for any additional information we need in order to understand the issue fully.

Stage 2: Investigation

Your complaint will be reviewed by a responsible person who was not directly involved in the issue where possible. The investigation may include talking to the removal team, examining job records, reviewing photographs or documentation, and checking vehicle logs or booking details. We may contact you for clarification while the investigation is ongoing.

Stage 3: Response And Outcome

Once we have completed the investigation, we will send you a written response setting out:

• A summary of the complaint.
• The steps we took to investigate.
• Our findings and conclusion.
• Any offer of remedy, if appropriate.
• Any changes we plan to make to prevent a similar issue recurring.

We aim to provide a full written response within 28 days of acknowledging your complaint. If, for any reason, we need more time, we will inform you, explain why, and give you an updated timeframe.

Possible Remedies

Where we uphold a complaint, the remedy will depend on the nature of the problem and any relevant terms and conditions. Possible outcomes may include, where appropriate:

• An apology and explanation.
• A partial or full refund of charges for the service, in line with our terms.
• A contribution towards repair or replacement costs for damaged items or property, subject to evidence and any applicable limits.
• A repeat or corrective service where practical and agreed.
• Internal review of our procedures and staff training.

Remedies will always be considered in a fair and reasonable way, taking into account the circumstances of your move, any evidence provided and the contractual basis of our service.

If You Are Not Satisfied With Our Response

If you feel that your complaint has not been properly addressed, you may request that your case be reviewed again. In your request, please explain why you are dissatisfied with the outcome or how you believe the investigation was incomplete or incorrect.

We will then arrange for a further review, which may involve a senior person who was not previously involved. After this additional review, we will provide you with a final written response.

Complaints Relating To Loss Or Damage

For complaints involving loss or damage to items, we may ask you to provide evidence such as photographs, proof of purchase or estimates for repair or replacement. Our responsibility for loss or damage is governed by our terms and conditions, and in some cases may be limited. It is your responsibility to ensure that you have adequate insurance cover for high-value items where required.

Confidentiality And Data Protection

All complaints are handled in confidence. Information you provide will be used solely for the purpose of investigating and resolving your complaint, improving our removal services and meeting any legal or regulatory obligations. We will store and process your data in line with applicable data protection requirements.

Using Complaints To Improve Our Service

We treat every complaint as an opportunity to review our performance. Feedback from customers helps us improve how we handle moves, manage schedules, protect belongings, train staff, and communicate about our man and van services. Significant issues, or any recurring problems, will be discussed at management level so that appropriate steps can be taken to reduce the likelihood of similar issues arising again.

Accessibility Of This Procedure

This complaints procedure is available to all customers using our removal and transport services. If you require this information in a different format or you need assistance in making a complaint, please contact us so we can discuss how best to help you.

By setting out a clear, fair and structured approach to handling complaints, Man With a Van Clapham Park aims to maintain high standards, address concerns quickly, and build long-term trust with all customers who rely on our removal services.