Complaints Procedure

Complaints Procedure for Man with Van Sydenham Customers

This complaints procedure explains how customers of Man with Van Sydenham can raise concerns and how those concerns will be handled. It applies to all our removal and man and van services, including home moves, small office moves and item transport within our service area.

Our Commitment to Resolving Complaints

Man with Van Sydenham aims to provide a reliable, careful and professional removals service. If something goes wrong, we are committed to putting it right where possible, learning from the situation and improving our service. We will treat every complaint seriously, fairly and with respect, and we will keep you informed throughout the process.

What This Procedure Covers

This complaints procedure covers any expression of dissatisfaction about our removal services, whether justified or not. This can include issues such as service quality, delays, conduct of staff, handling of belongings, communication before or during a move, and billing or charges.

This procedure does not cover general enquiries, booking requests, or feedback that is not a complaint. Those matters will be dealt with through our normal customer service channels.

Making a Complaint

You can make a complaint verbally or in writing. To help us understand and deal with your complaint efficiently, please provide the following information when you contact us:

The date and location of your move or service, a clear description of what went wrong, details of any damage, delay or issue experienced, and what outcome you are seeking, such as clarification, an apology, or a proposed resolution.

We encourage you to raise any concerns as soon as possible after the problem occurs. Prompt notification gives us the best chance to investigate while details are still clear and any evidence is available.

Immediate Acknowledgement

Where a complaint is made during a move, the driver or team leader will try to resolve simple issues on the spot where it is safe and reasonable to do so. For more complex matters, or where agreement cannot be reached, the complaint will be referred to management.

For written or later complaints, we will aim to acknowledge receipt within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint and explain the next steps in the process.

How We Investigate Complaints

Once a complaint has been received, it will be reviewed by a member of our management team who was not directly involved in the issue wherever possible. The investigation may include:

Reviewing booking details, inventory records and any written notes, speaking with the removal team who carried out the work, considering any photographs, messages or other evidence you provide, and checking our terms and conditions and insurance arrangements where relevant.

We aim to investigate complaints as thoroughly and quickly as is reasonable, taking into account the complexity of the issues raised.

Timeframes for Responses

We will aim to provide a full response to your complaint within a reasonable, clearly explained timeframe. Where we are unable to complete our investigation within this period, we will inform you of the delay and give you an updated timescale for a final response.

Our final response will set out our understanding of your complaint, the findings of our investigation, any decision we have reached, and any proposed actions or remedies.

Possible Outcomes

Depending on the nature of your complaint and the findings of our investigation, possible outcomes may include:

An explanation or clarification, an apology where we have made a mistake or fallen short of our standards, corrective action to address any ongoing issue, and where appropriate and in line with our terms, a gesture of goodwill or a contribution towards loss or damage.

Any remedy offered will be based on the evidence available, the circumstances of the move and the relevant terms and conditions that applied at the time of service.

Complaints About Loss or Damage

If your complaint relates to loss of or damage to items during a removal, you should let us know as soon as possible after discovering the problem. To assist our investigation, please provide clear descriptions of the items, details of the damage or loss and, if you can, photographs. You may also be asked to provide proof of purchase or value for higher value items.

We will consider such complaints in line with our contractual terms, any limitations of liability explained before the move, and any applicable insurance arrangements.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you may request that it be reviewed at a higher level within our business. When doing so, please explain why you disagree with our initial response and what you would like to happen next.

The escalation review will focus on whether the complaint was handled fairly and in accordance with this procedure, whether all relevant evidence was considered, and whether the outcome was reasonable in the circumstances.

Fair Treatment and Respect

We believe in respectful and constructive communication. Our staff will always aim to be courteous and professional. We expect customers to treat our team in the same way. Where behaviour is abusive, threatening or discriminatory, we may limit or end direct communication and continue the complaints process in writing only.

Learning From Complaints

Man with Van Sydenham uses complaints as an opportunity to review and improve our removal services. We may update staff training, refine our booking and planning processes, or adjust our communication and documentation in response to issues that arise.

We review complaints periodically to identify patterns, recurring concerns and areas where our service can be strengthened across our service area.

Updates to This Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our business, services or legal requirements. The latest version will apply to all new complaints from the date it is published.

If you have any questions about this procedure or how it applies to your situation, you can raise them when you first contact us with your complaint so that we can guide you through the process.