Complaints Procedure for Man With a Van Deptford

Man With a Van Deptford is committed to providing a reliable, professional and courteous service for all customers using our man and van and removal services. We recognise that, on occasion, things can go wrong. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.

Our Commitment to You

We aim to handle all complaints fairly, consistently and as quickly as possible. Our goals are to listen carefully, investigate thoroughly, and offer a clear response and, where appropriate, a suitable resolution. We use all feedback, including complaints, to improve our home and office moving services.

What This Procedure Covers

This procedure applies to any concern or complaint about our services, including man and van bookings, home moves, office moves, furniture transport, packaging and loading, arrival times, conduct of staff and drivers, handling of belongings, and administration such as quotes and invoicing.

If your concern relates to an issue that is better addressed as a general query, we may treat it as feedback rather than a formal complaint. However, you still have the right to request that your concern is logged and managed as a formal complaint under this procedure.

Raising a Complaint

You can raise a complaint verbally or in writing. We encourage you to contact us as soon as possible after the issue arises so that we can investigate while the details are still fresh. When making a complaint, please provide your full name, the date of the service, your collection and delivery locations, a clear description of what went wrong, and any relevant supporting information such as photos of damage or copies of paperwork.

If you raise your concern on the day of the move, the driver or team on site will do their best to resolve it immediately where it is safe and reasonable to do so. If it cannot be resolved on the spot, it will be passed to our office for further review under this procedure.

Time Limits for Complaints

To help us investigate effectively, we ask that complaints about service quality or conduct are made within seven days of the date of your move. Where the complaint concerns loss or damage to goods, we ask that you notify us as soon as you become aware of the issue, preferably within forty eight hours of delivery. Complaints raised after a longer period may be more difficult to investigate fully, but we will still consider them and respond as fairly as possible.

How We Handle Your Complaint

Once we receive your complaint, we will acknowledge it and confirm that it is being reviewed. An initial assessment will take place to understand the nature of the issue and what outcome you are seeking. We may contact you to request further details or clarification.

We will then investigate your complaint, which may involve speaking to the driver or removal team involved, reviewing job notes and schedules, examining any photographs or documents you provide, and checking our booking and routing systems. Our aim is to reach a clear understanding of what happened and whether our service met the standards we promise.

After completing our investigation, we will provide you with a written or verbal outcome. This response will explain our findings, set out any action we have already taken or plan to take, and confirm whether we are offering any remedy. We will also inform you of your options if you remain dissatisfied.

Response Times

We aim to acknowledge all complaints within three working days of receipt. We will usually provide a full response within ten working days. If, for any reason, the investigation takes longer than this, we will contact you to explain the delay and provide a revised timescale. Complex issues, particularly those involving third parties such as building management or shared access points, may require additional time.

Possible Outcomes and Remedies

Depending on the nature and findings of the complaint, possible outcomes may include an explanation or apology, corrective action during a current job, changes to our procedures or training, a gesture of goodwill where appropriate, or consideration of compensation in line with our terms and conditions and any applicable insurance arrangements.

Where damage or loss is involved, we may ask you to provide photographs, proof of value, or repair estimates so that we can assess the situation properly. Any remedy offered will take into account the condition and value of the items, the scope of work we agreed with you, and any limitations set out in our service terms.

If You Are Not Satisfied

If you are unhappy with the outcome of your complaint, you may ask for it to be reviewed. A different member of our team, not involved in the original decision where possible, will reassess the information and the way your complaint was handled. They may ask you for further details and may also speak again with the staff involved.

After this review, we will confirm our final position. At that stage, if you still feel your concerns have not been addressed, you may wish to seek independent advice regarding your consumer rights or explore alternative dispute resolution options.

Recording and Using Complaints

We keep records of all complaints and their outcomes. This information is used to identify recurring problems, improve our scheduling and handling processes, enhance staff training, and raise overall standards across our man and van and removal services. Your personal details are handled in line with our privacy commitments and are only used for dealing with your complaint and improving our services.

Review of This Procedure

This Complaints Procedure is reviewed regularly to ensure it remains clear, fair and effective. Updates may be made to reflect changes in our services, customer expectations, or legal and regulatory requirements. The version on our site will always be the most recent. By setting out a transparent process and taking every complaint seriously, Man With a Van Deptford aims to maintain trust and provide a dependable moving and transport service for all customers.