Complaints Procedure

Man With a Van Catford Complaints Procedure

Man With a Van Catford aims to provide a reliable and professional removal service for customers moving home, office, or individual items. We recognise that, on occasion, things may not go to plan. When this happens, we want to know about it so we can put matters right, learn from the experience, and improve our services.

This complaints procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage. It applies to all customers who have used, or attempted to use, our removal and related services.

What This Complaints Procedure Covers

This procedure covers complaints about:

Quality of our removal, packing, loading, transport or unloading services. Conduct, behaviour or professionalism of our drivers, porters or office staff. Accuracy of information given before or during your booking. Problems with timing, delays, cancellations or missed collections or deliveries. Issues relating to handling of belongings, including loss or damage. Invoicing, charges, payments or any aspect of our pricing once agreed.

This procedure is not designed to deal with general enquiries, booking requests or routine service questions, which should be raised with our team through the usual contact channels.

Raising a Complaint

You should raise your complaint as soon as possible after the issue arises, so that we can investigate while events are still fresh and any evidence is readily available.

You can make a complaint in writing to our complaints team. In your complaint, please provide as much detail as you can, including:

Your full name and the name under which the booking was made. The date of your move or service, and where possible the time slot. A clear description of what went wrong and when it happened. Any relevant job or reference numbers you were given. Details of any conversations already held with our staff about the matter. What outcome you are seeking, such as an apology, explanation or compensation.

Providing full information at the outset helps us respond more quickly and thoroughly.

Our Aims When Handling Complaints

When dealing with complaints, Man With a Van Catford aims to:

Treat all customers fairly, courteously and with respect. Acknowledge complaints promptly and keep you informed. Investigate matters carefully and objectively, based on evidence. Correct mistakes wherever reasonably possible. Learn from complaints to improve our removal and transport services.

We will not treat you differently or less favourably for making a complaint in good faith.

Complaint Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint in writing, it will be logged and allocated to an appropriate member of staff for review. We will aim to acknowledge your complaint within a reasonable period, usually within five working days.

In this acknowledgement we may ask for further information or clarification if anything is unclear. Providing this additional detail promptly will help us move to the next stage more quickly.

Stage 2: Investigation

The person handling your complaint will investigate the matter in a fair and balanced way. This may include:

Reviewing your booking details, job sheet and any notes recorded by the team on the day. Speaking to the driver, porters and any other staff involved. Examining any photographs, inventory lists or other documents. Considering any relevant terms and conditions that applied to your booking.

In some cases we may contact you to discuss events in more detail or to clarify points raised in your original complaint.

Stage 3: Response and Outcome

After completing the investigation, we will send you a written response setting out:

Our understanding of your complaint. The steps taken to investigate the issue. Our findings based on the evidence available. Any apology, explanation or corrective action we consider appropriate. Where relevant, details of any offer of goodwill or compensation.

We will aim to provide this response within 28 days of receiving all the information we need, although complex cases may take longer. If we require more time, we will let you know and explain why.

If You Are Not Satisfied With Our Response

If you are unhappy with the outcome of your complaint at the first stage, you may request a further review. You should set out clearly which parts of our response you disagree with and why, and provide any additional evidence you wish us to consider.

A different member of our management team will review the complaint, the original investigation and your additional comments. They may uphold the original decision, change it, or propose an alternative resolution. We will then write to you with our final position.

Claims for Loss or Damage

If your complaint involves alleged loss of, or damage to, your belongings, we may require supporting information, such as:

Photographs of any damage. A description of the items affected. Evidence of value or original purchase where relevant. Details of any existing protection or insurance.

Any offer of reimbursement or contribution will take into account the terms agreed at the time of booking, the condition and age of the items, and our legal responsibilities as a removal service provider.

Time Limits

To enable a proper investigation, complaints about service delivery, including loss or damage, should usually be raised in writing within a reasonable time from the date of the move, ideally within seven days of completion. While we will consider complaints raised later, delays in reporting may limit the enquiries we can carry out and the options available for resolution.

Confidentiality and Data Protection

Information you provide in connection with your complaint will be handled in line with our obligations under relevant data protection law. Details of your complaint may be shared internally only with those who need to know in order to investigate and resolve the matter. We will not share your personal information with third parties for marketing purposes as a result of you making a complaint.

Using This Procedure

By giving feedback and raising concerns, you help Man With a Van Catford improve its services for all customers using our local and regional removal solutions. We encourage you to use this procedure whenever you feel we have fallen short of the standards you expect. We are committed to dealing with all complaints respectfully, promptly and constructively.

If you have any questions about this complaints procedure itself, you can contact our team who will be happy to explain how it works in more detail.