Complaints Procedure for Man and a Van Lambeth
Man and a Van Lambeth aims to provide a reliable and professional removal service for every customer. We recognise that, on occasion, things may not go as planned. When that happens, we want to know about it so we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we will work with you to reach a fair outcome.
Our Commitment to You
We take all complaints seriously. Whether your concern relates to a home move, office relocation, packing service, loading and unloading, timekeeping, staff conduct or the condition of your belongings, we will treat your feedback with respect and care. Our goals are to listen, to respond promptly and clearly, and to learn from any mistakes.
We are committed to handling complaints in a way that is fair, transparent and timely. You will not be charged for raising a complaint, and making a complaint will not affect the standard of service you receive from us in the future.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our removal services where you would like a response. Examples include, but are not limited to:
Delay in arrival or completion of your move, issues with communication before or on moving day, concerns about how items were handled or protected, queries about charges or the final invoice, dissatisfaction with staff behaviour or attitude, or any other matter where you believe we have not met our agreed standards.
If you are unsure whether your issue is a complaint or a simple query, please contact us. We would rather hear from you early so we can help.
How to Make a Complaint
You can raise a complaint using any written method that is convenient for you. We recommend that you include the following information so we can investigate thoroughly:
Your full name and, if applicable, the name of the person who made the booking; the date of your move and, if known, your booking or reference number; the collection and destination addresses for your removal; a clear description of what went wrong, including dates and times where possible; details of any loss, damage or inconvenience you feel you have experienced; and what outcome you are seeking, such as an explanation, apology, corrective action or compensation.
If you raise a concern verbally on the day of your move, we may ask you to follow this up in writing so there is a clear record of your complaint and our replies.
When to Make a Complaint
Please tell us about any concerns as soon as you can. Prompt notification helps us to investigate while events are still fresh and evidence is more readily available.
For damage to items or property, we ask that you contact us as soon as reasonably practical after your move. For other service issues, such as timing or behaviour, please get in touch within a reasonable period after the service date so we can respond fully.
Our Complaints Handling Process
Once we receive your complaint, we will follow these stages.
Acknowledgement: We will acknowledge your complaint in writing. In most cases this will be within five working days of receiving it. If we need any further information at this stage, we will let you know.
Investigation: Your complaint will be reviewed by a manager or senior member of the team who was not directly involved in the issue you have raised. We may contact you for more details, request photographs or other evidence, and speak with staff who worked on your move. We may also check any existing records, such as job sheets and inventory notes.
Response: Once we have completed our investigation, we will send you a written response setting out what we have found, any conclusions we have reached, and what we propose to do to put matters right where appropriate. We aim to provide a full response within 28 days of acknowledging your complaint. If, for any reason, we need longer, we will let you know and explain why.
Possible Outcomes
Depending on the nature of your complaint and our findings, possible outcomes may include one or more of the following: an explanation of what happened and why, an apology where we are at fault, corrective action to complete or improve the service originally agreed, a gesture of goodwill or financial settlement where appropriate and in line with our terms and conditions, or changes to our internal procedures or staff training to help prevent a similar issue in future.
Any offer of compensation will take into account our contractual terms and the circumstances of your move, including any limits or exclusions of liability that were agreed when you booked your service.
If You Are Not Satisfied
If you remain unhappy after receiving our response, you can ask for the decision to be reviewed by a more senior manager, where available. Please set out clearly why you disagree with our findings, and provide any additional information that you believe has not been considered.
We will then re-examine your complaint and our original response, and provide you with a final written decision. This review will normally be completed within 14 days of your request, though complex cases may take longer. If so, we will keep you informed.
Respectful Communication
We know that moving can be stressful, especially if something goes wrong. Our team will always treat you with courtesy, and we expect all communication to be respectful in return. We may limit or manage communication where language is abusive or threatening, while still dealing fairly with the substance of the complaint.
Using Feedback to Improve Our Service
Every complaint and concern is an opportunity for us to improve how we operate. We regularly review complaints to identify patterns, training needs and process changes that can enhance the experience for future customers using our man and van and removal services across the area we serve.
By telling us when you are unhappy, you help us to raise standards and deliver a smoother, safer and more reliable moving service for everyone.
