Complaints Procedure

Complaints Procedure for Man with Van Old Malden

This complaints procedure explains how Man with Van Old Malden will manage any concerns or complaints about our removal and man and van services. It is designed to be clear, fair and easy to use, so that customers know what to expect from us and how we will put things right when something goes wrong.

Our Commitment to You

Man with Van Old Malden aims to provide a reliable, careful and professional removal service every time. However, we recognise that issues can occasionally arise, whether related to bookings, conduct, timing, handling of goods, or charges. When they do, we are committed to:

Listening carefully to what has happened, investigating the matter fully, responding within reasonable timescales, explaining our decisions in plain language, and using your feedback to improve our services in the future.

What This Procedure Covers

This procedure applies to any complaint about our man and van and removal services, including but not limited to:

Collection and delivery of items, local or longer-distance moves, house or flat removals, single-item or part-load jobs, packing and loading, handling and care of belongings, arrival times and delays, communication before, during or after the move, and invoicing and payment issues.

If you are unsure whether your concern is covered, you can still raise it with us and we will confirm how it will be handled.

Raising a Complaint Informally

In many cases, issues can be resolved quickly and informally. If you are unhappy with any aspect of our service, please raise it as soon as possible with the driver or team on the day of the job, or with our office contact if you are dealing with a booking or payment query.

We will try to resolve the matter immediately where possible, for example by clarifying arrangements, adjusting the work being carried out, or correcting any misunderstandings. If you are not satisfied with the informal response, or if the matter is more serious, you can use our formal complaints process.

Making a Formal Complaint

If you wish to make a formal complaint about Man with Van Old Malden, you should do so as soon as possible after the event, ideally within 14 days of the move or incident. This helps us to investigate while details are still fresh and any evidence is still available.

Your complaint should clearly state your name, the date of the service, the collection and delivery locations, a description of what went wrong, and what outcome you are seeking. Please include any relevant details, such as inventory lists, photographs of any damage, and copies of quotes or invoices where these are available.

How We Will Handle Your Complaint

Once we receive your formal complaint, Man with Van Old Malden will follow these steps:

Acknowledge receipt of your complaint within a reasonable timeframe. Review the details you have provided and, where necessary, ask for any additional information needed to understand the issue fully. Investigate the circumstances by speaking with the removal team involved, checking booking records, job sheets, and any related documentation. Assess whether our service met our usual standards and any commitments made to you at the time of booking. Decide on an appropriate response and any action we will take to resolve or remedy the situation.

Timescales for Response

We aim to provide a full written response to your complaint within 14 working days of receiving all necessary information. If the matter is complex and we need more time, we will let you know, explain the reason for the delay, and provide an updated timescale.

During our investigation, we may contact you to clarify aspects of your complaint or to obtain further evidence. Prompt replies to these requests will help us reach a resolution more quickly.

Possible Outcomes and Remedies

Following our investigation, Man with Van Old Malden may offer one or more of the following outcomes, depending on the circumstances and findings:

An explanation of what happened and why, an apology where service has fallen short, corrective action to prevent similar issues occurring again, adjustments or corrections to invoices where appropriate, or other reasonable remedies in line with our terms and conditions and any legal obligations.

All decisions will be explained to you clearly, including the reasons for our conclusions and any steps we will take as a result.

If You Remain Dissatisfied

If you are not satisfied with our response, you may ask us to review the decision. When you do this, please explain which parts of the response you disagree with and why, and provide any additional information that you feel has not been considered.

We will re-examine the complaint, taking into account the points you have raised. After this review, our decision will normally be final within our internal process.

Customer Responsibilities

To help us manage complaints fairly and efficiently, we ask that customers:

Raise concerns as soon as reasonably possible, provide clear and accurate information about what has happened, keep relevant documents and evidence, and communicate with us in a respectful and constructive way.

We reserve the right to end communication if behaviour becomes abusive, threatening or unreasonable, while still fulfilling any legal obligations we may have.

Using Feedback to Improve Our Service

Every complaint received by Man with Van Old Malden is reviewed to identify any patterns or recurring issues, whether related to scheduling, handling of goods, customer communication or other aspects of our moving services.

Where appropriate, we use this information to provide additional training to our teams, refine our procedures, and improve our overall service delivery across the local area and beyond.

Review of This Procedure

This complaints procedure is reviewed periodically to ensure that it remains clear, fair and effective. Updated versions may be issued from time to time to reflect changes in our services, customer expectations or relevant regulations. The version published on our legal information pages will always be the most current.

Man with Van Old Malden is committed to resolving complaints promptly and professionally, and to continually improving the moving and man and van services we provide.