Complaints Procedure

Complaints Procedure for Man with Van Clapham

Man with Van Clapham aims to provide a reliable, professional and friendly removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can put things right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to You

We take all complaints seriously and treat every concern as an opportunity to improve. We are committed to handling complaints fairly, consistently and as quickly as reasonably possible. We will always aim to:

Listen carefully to your complaint and understand the issue in full.

Investigate what has happened in an objective and proportionate way.

Offer a clear response, with reasons for any decisions we make.

Take action to put matters right where we are at fault, wherever reasonably possible.

Use feedback to prevent similar issues from occurring in future.

What This Procedure Covers

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

Collection, transport and delivery of your items.

Conduct, attitude or professionalism of our staff or subcontractors.

Timekeeping, scheduling and communication about your move.

Charges, quotations and information given before or after the service.

Care, handling or condition of your belongings during loading, transit or unloading.

This procedure is not designed to replace your legal rights. It sets out how we will work with you to resolve issues internally in a structured and timely manner.

How to Make a Complaint

You can raise a complaint verbally or in writing. To help us handle your complaint efficiently, please provide as much detail as possible, including:

Your full name.

The date of your move or booking.

The address where the service took place and the destination address.

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

Details of any staff you dealt with, if known.

Any photographs, inventory lists, invoices or other relevant documents.

If your complaint relates to damage or loss, please describe the item, the nature of the damage and when you first noticed it. The sooner you report any concern after the service, the easier it is for us to investigate fully and fairly.

Stage One: Initial Complaint and Acknowledgement

Once we receive your complaint, we will log it and acknowledge receipt. For complaints made in writing, we aim to acknowledge within three working days. For complaints made verbally, we will aim to either resolve the issue immediately or confirm that it has been recorded for further investigation.

In this acknowledgement, we will confirm:

That we have received your complaint.

Who will be handling the matter.

Any further information we may require from you.

The expected timescale for our investigation and response.

Stage Two: Investigation and Response

A member of our management team will review your complaint and conduct an investigation that may include speaking to the staff involved, reviewing booking records, vehicle logs, photos and any other relevant information. We aim to provide a full written response within 14 working days of acknowledging your complaint. If we are unable to respond within this timeframe, we will let you know and provide an updated timescale.

Our response will set out:

Our understanding of your complaint.

The steps we have taken to investigate.

Our findings and any conclusion reached.

Any corrective action we propose, which may include an apology, a practical solution, a gesture of goodwill or, where appropriate, guidance on how to pursue a claim under our terms and conditions or your own insurance.

Stage Three: Escalation and Review

If you are not satisfied with our Stage Two response, you may request that your complaint be reviewed. In your request, please explain why you remain dissatisfied and what outcome you are seeking. Where possible, a different member of the management team, who was not directly involved in the original investigation, will carry out this review.

We will reconsider the information, check that our procedures have been followed correctly and fairly, and assess whether the outcome remains reasonable in light of the evidence. We aim to provide a final response to your escalation within 14 working days of receiving your request for a review. This final response will set out our definitive position on the matter.

Time Limits for Complaints

To allow a fair investigation, we ask that complaints are made as soon as reasonably possible. In general, we recommend that you raise any issues:

Within 48 hours for concerns about service quality, conduct or timekeeping.

As soon as possible, and preferably within seven days, for concerns relating to damage or loss.

If a complaint is made after a significant delay, it may limit the enquiries we can reasonably make, particularly in relation to alleged damage, loss or access issues. However, we will always review the information we have and respond as fairly as we can.

Our Approach to Fairness and Confidentiality

We aim to treat every customer respectfully and fairly. We will not discriminate against anyone who makes a complaint or who assists another person in raising a concern. Your complaint and any personal information you provide will be handled in line with our obligations under data protection law. Details will only be shared with those who need to know in order to investigate and resolve the issue.

Using Feedback to Improve Our Service

We value feedback about our removals and man and van services, whether positive or negative. Complaints are recorded and reviewed so that we can identify patterns, staff training needs and potential changes to our procedures, equipment or communication. Learning from complaints helps us to maintain and improve the quality, reliability and safety of our work for future customers.

If you have any concerns about a recent or upcoming move with Man with Van Clapham, we encourage you to contact us and allow us the opportunity to resolve the matter through this Complaints Procedure.