Complaints Procedure

Man with Van Walworth Complaints Procedure

This complaints procedure explains how customers of Man with Van Walworth can raise concerns about our man and van and removal services, and how those concerns will be handled. We aim to provide a clear, fair and timely process so that any issues are resolved as quickly and effectively as possible.

Our Commitment to Customers

Man with Van Walworth is committed to providing reliable, professional and safe moving and transport services. We recognise that occasionally things may go wrong. When this happens, we want to know about it so we can put matters right and continue to improve our service for all customers across our service area.

We treat all complaints seriously, whether they relate to punctuality, conduct of staff, handling of items, charges, communication, or any other aspect of our removals and man and van operations.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about the service you have received or expected to receive from Man with Van Walworth. This may include, but is not limited to:

Issues with booking, scheduling or communication before your move date.

Concerns about the behaviour, attitude or professionalism of our team members.

Damage to property or belongings during loading, transit or unloading.

Disputes about pricing, additional charges or the scope of work carried out.

Delays, missed time slots or partial completion of the agreed service.

How to Make a Complaint

We encourage you to raise any concerns as soon as possible so that we can address them promptly. You can make a complaint in any of the following ways:

In person, by speaking to a member of our team during or immediately after the service.

In writing, providing details about your move and the issue you wish to raise.

By telephone, explaining the nature of your complaint and the outcome you are seeking.

When making a complaint, please provide the following information so we can investigate efficiently:

Your full name and contact details.

The date and approximate time of the service.

The collection and delivery addresses.

A clear description of the problem and how it affected you.

Details of any conversations you have already had with our team about the issue.

Time Limits for Complaints

We ask that you raise any complaint as soon as reasonably possible after the issue arises. For matters relating to service quality, conduct or timing, complaints should normally be submitted within 14 days of the service date. For damage to belongings, we recommend you report this within 7 days of the move so that we can review the circumstances while details are still fresh.

Acknowledging Your Complaint

Once we receive your complaint, we will normally acknowledge it within five working days. This acknowledgement will confirm that we have received your complaint and are investigating it. In some cases, we may contact you to request additional information or clarification before we can proceed.

Investigating Your Complaint

Your complaint will be reviewed by a responsible person within Man with Van Walworth who has not been directly involved in the issue where possible. The investigation may include:

Reviewing booking details, job sheets and any related records.

Speaking to the crew members or staff who were involved.

Assessing any photographs, notes or evidence you have provided.

Considering relevant policies, terms and conditions, and customary practices in the removals sector.

We aim to complete our investigation and provide a full response within 20 working days of acknowledging your complaint. If we need more time due to the complexity of the matter, we will let you know and give an updated timescale.

Our Response and Possible Outcomes

Following the investigation, we will provide you with a written or verbal response setting out:

A summary of the complaint and the issues considered.

The findings of our investigation.

Any decision we have reached and the reasons for it.

Any actions we propose to take to put things right or prevent a recurrence.

Depending on the circumstances, possible outcomes may include an explanation or apology, a corrective action for future services, or a financial gesture where appropriate and in line with our terms and conditions. Any offer made will be based on the specific facts of your case.

If You Are Not Satisfied

If you are not satisfied with the outcome of your complaint, you may request that the decision be reviewed by a more senior member of our team where available. You should do this within 14 days of receiving our response, explaining why you disagree with the decision and what outcome you are seeking.

We will then carry out a further review, which may involve re-examining the evidence or requesting additional information. We will aim to provide a final response within 15 working days of your request for a review.

Unreasonable or Vexatious Complaints

We strive to treat all customers with respect and expect the same in return. While we welcome feedback and genuine concerns, we may limit communication or close a complaint where behaviour is abusive, threatening, or clearly unreasonable, or where the complaint has been fully addressed but the customer refuses to accept any outcome.

Learning from Complaints

Man with Van Walworth uses complaints and feedback to improve our removals and man and van services across our service area. We regularly review complaints to identify trends and areas where training, procedures or communication can be improved. By raising your concerns, you help us deliver a better service to all customers.

Policy Review

This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective, and reflects current working practices and any relevant industry expectations. The latest version will always apply to new complaints raised about our services.