Man and Van Battersea Complaints Procedure

Man and Van Battersea is committed to providing a reliable, professional removals and man and van service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise concerns, how we will handle them, and what you can expect from us at each stage.

1. Purpose of this Complaints Procedure

This procedure is designed to give customers a clear and fair route to express dissatisfaction with any aspect of our services, including home moves, office moves, packing, loading, unloading, or transport. Our aim is to resolve issues promptly, learn from feedback, and continually improve our removals operations.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not, where you expect a response or resolution. This can include, for example:

Delays in collection or delivery of your goods.

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

Disagreement with how your belongings were handled, packed, loaded or stored.

Missing or damaged items during a move.

Disputes about charges, quotations or additional fees.

Poor communication before, during or after your move.

This procedure does not cover general enquiries, requests for quotations, or standard service requests, which are handled through our usual customer service channels.

3. How to Make a Complaint

You can make a complaint in writing or verbally. We recommend putting your complaint in writing so that all details are clear and can be easily reviewed. When submitting a complaint, please provide the following information where possible:

Your full name and the address related to the move.

The date of your move and any reference numbers you may have.

A clear description of what went wrong and when it occurred.

Names of any team members involved, if known.

Any supporting information such as photographs of damage or copies of documents.

What outcome you are seeking, for example an explanation, apology, correction of an error, or compensation where appropriate.

4. Time Limits for Raising a Complaint

To help us investigate fairly and efficiently, we ask that you raise your complaint as soon as possible after the issue occurs. In particular:

Concerns about service quality or staff conduct should ideally be raised within 14 days of your move.

Concerns about loss or damage to items should be raised as soon as you become aware of the issue, and no later than 7 days after delivery where practical.

We will consider complaints raised outside these timeframes, but the passage of time may affect our ability to gather evidence and fully assess the matter.

5. Our Complaints Handling Stages

We follow a structured process to ensure complaints are handled consistently and fairly.

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log it in our internal system and assign it to a responsible person for review. We will acknowledge receipt of your complaint and confirm that it is being investigated. At this stage we may contact you if we need more information to clearly understand the issue.

Stage 2: Investigation

The person handling your complaint will gather all relevant information. This may include speaking to the team who carried out your move, reviewing job sheets, checking vehicle records, and examining any photographs or documents you have provided. We will assess your complaint impartially, taking into account all available evidence.

Stage 3: Response and Outcome

Once the investigation is complete, we will provide you with a clear and reasoned response. This will usually include:

A summary of your complaint and the issues considered.

Details of the investigation undertaken.

Our findings and any conclusions reached.

Any steps we will take to put things right, which may include an apology, corrective action, a goodwill gesture or, where appropriate and in line with our terms, financial settlement.

We will also explain any actions we plan to take to prevent similar issues from arising in the future.

6. Timeframes for Handling Complaints

We aim to handle complaints promptly and efficiently while allowing sufficient time for a thorough investigation.

We will acknowledge your complaint as soon as reasonably possible.

We aim to provide a full response within 14 working days of receiving all necessary information.

If, due to complexity or the need to gather further evidence, we are unable to respond within this timeframe, we will let you know and provide an updated timescale.

7. If You Are Not Satisfied with the Outcome

If you are unhappy with the outcome of your complaint or believe that it has not been handled fairly, you can ask for a further review. In your request, please explain why you remain dissatisfied and provide any additional information you feel is relevant. A different senior member of the team will review the handling of your complaint and the decision reached. Following this review, we will provide you with our final position on the matter.

8. Our Commitment to Fairness and Respect

We treat all complaints seriously and handle them with courtesy and respect. In return, we expect customers to communicate with us in a respectful manner. We may restrict communication channels where behaviour is abusive, threatening or unreasonable, but this will not prevent us from reviewing the substance of a legitimate complaint.

9. Learning from Complaints

Complaints help us identify areas where our removals and man and van services can be improved. We regularly review complaint outcomes to identify trends, update staff training, refine our procedures and enhance the overall customer experience. By following this process, we aim to ensure that your concerns are taken seriously and that we continue to develop a dependable, professional moving service.

10. Changes to this Complaints Procedure

Man and Van Battersea may update this Complaints Procedure from time to time to reflect changes in our services, internal processes, or relevant regulations. The version published on our website will always be the most current and will apply to any complaints raised while it is in force.