Complaints Procedure for Man with Van Roehampton Services

Man with Van Roehampton aims to provide a reliable and professional service for all customers using our removal and man and van services. We recognise that, on occasion, things may not go as planned. 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 are committed to treating every complaint seriously, fairly, and with respect. Our goals are to understand what has happened, put things right where possible, and learn from feedback to improve our services. We will handle all complaints in a timely, transparent, and consistent manner.

What This Procedure Covers

This procedure covers complaints about the services provided by Man with Van Roehampton, including domestic and commercial removals, man and van bookings, packing assistance, loading and unloading, and related transport activities. It applies whether you have used us for a local move, longer-distance relocation, or small item transport.

This procedure does not cover issues that fall outside our control, such as delays caused by traffic, restrictions imposed by third parties, or circumstances classified as force majeure. However, even where we are not directly responsible, we will always try to explain the situation clearly and work with you to find the best possible solution.

Raising a Complaint

If you are unhappy with any aspect of our service, please let us know as soon as possible. In many cases, issues can be resolved quickly and informally if raised early.

You can make a complaint verbally to a member of our team during or immediately after the service, or you can submit a written complaint to us. When raising a complaint, it helps if you provide the following information:

The date and time of your booking or removal service, your name and booking reference if available, the address or addresses involved in the move, a clear description of what went wrong, and any evidence that supports your complaint, such as photographs or an inventory list.

Time Limits for Making a Complaint

To help us investigate effectively, we ask that you raise any complaint as soon as you become aware of the issue. For concerns related to service quality, staff conduct, punctuality, or communication, you should normally contact us within a reasonable time after the move has taken place. For concerns involving loss or damage to property, please raise your complaint as soon as possible after discovering the issue so that we can review the circumstances while details are still clear.

How We Will Handle Your Complaint

We follow a clear, staged approach to ensure complaints are managed consistently and fairly.

Stage one is initial acknowledgement. Once we receive your complaint, we will acknowledge it within a reasonable time frame. Where necessary, we may ask you to provide additional information to help us understand the situation fully.

Stage two is investigation. A member of our management team will review the details of your complaint. This may include speaking with the team members involved, checking booking records, route details, photographs, inventories, or other relevant information. We aim to conduct this investigation fairly, objectively, and without unnecessary delay.

Stage three is response and outcome. When the investigation is complete, we will provide you with a clear response summarising our findings, explaining any factors that may have contributed to the issue, setting out any offer of remedy where appropriate, and confirming any steps we will take to prevent similar issues in the future.

Possible Outcomes and Remedies

Depending on the nature of your complaint and our findings, possible outcomes may include a clear explanation or apology where service has fallen below our standards, corrective action during a current or ongoing job where practical, a gesture of goodwill, or other proportionate remedy. Where claims relate to loss or damage, any remedy will take into account the agreed terms and conditions of service, the condition and value of the items, and any relevant limitations or exclusions.

Complaints About Loss or Damage

If your complaint concerns loss or damage to goods handled during a move, it is important that you identify the items concerned and provide as much detail as you can. This may include a description of the items, when and where they were packed or loaded, the nature and extent of any damage, and any supporting evidence, such as photographs taken before and after the move.

We will review how the items were handled, whether packing was carried out by our team or by you, any pre-existing condition that may have affected the items, and the relevant terms and conditions you agreed to when booking the service.

Escalating a Complaint

If you are not satisfied with the initial outcome of your complaint, you may ask for the matter to be reviewed again. When requesting an escalation, please explain why you are unhappy with the initial response and what outcome you are seeking. A different member of our management team will then review the original complaint, the investigation carried out, and the response provided, and will issue a further and final decision where appropriate.

Confidentiality and Data Handling

All complaints are handled in confidence and in line with our responsibilities to protect your personal information. Details of your complaint will only be shared with team members who need the information to investigate and respond appropriately. We will keep records of complaints to monitor performance, identify patterns, and improve our removal and man and van services, while respecting applicable data protection requirements.

Continuous Improvement

We value all feedback, including complaints, as an important part of maintaining and improving our service standards. Information from complaints is regularly reviewed to identify any recurring issues, training needs, or opportunities to enhance the way we plan and deliver moves across our service area. By following this procedure, we aim to resolve your concerns fairly and to build long-term trust with everyone who chooses Man with Van Roehampton for their moving needs.