Complaints Procedure for Man with Van Upper Norwood Customers

This complaints procedure explains how customers of Man with Van Upper Norwood can raise concerns about our services and how we will respond. It applies to all man and van bookings, home removals, office moves and related transport services carried out by our team.

Our Commitment to Resolving Complaints

We aim to provide a reliable, careful and efficient removal service at all times. If something goes wrong, we want to know about it so we can put it right and improve our standards. Every complaint is taken seriously, treated with respect, and handled promptly and fairly.

We will always try to resolve any problem informally at the time it occurs. Where this is not possible, the formal complaints procedure set out below will apply.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the service you have received from Man with Van Upper Norwood. This may include, but is not limited to:

Poor communication before, during or after your move, delays or missed arrival windows, concerns about how items were handled or transported, issues with packing, loading or unloading, damage to property or belongings, billing or quotation disputes and the behaviour or conduct of a driver, porter or member of staff.

We also welcome feedback that does not amount to a complaint, as this helps us develop our service in the wider removal company market.

Raising a Complaint Informally

If you are unhappy during the move or immediately afterwards, please speak to the driver or team leader on site in the first instance. Many issues can be resolved quickly through discussion and clarification. If a problem arises after the job is completed, you can contact our office during normal working hours and explain the situation so we can aim for an early resolution.

Where we are able to agree a practical solution or reasonable explanation at this stage, we will confirm any agreed actions. If you remain dissatisfied, you can use the formal complaints process set out below.

How to Make a Formal Complaint

If you wish to make a formal complaint about our man and van or removal services, please do so in writing. Written complaints help us review all details carefully and keep a clear record of what has happened. You may send your complaint by post or via any written contact method we publish.

Please provide the following information where possible:

Your full name and contact details, the date and start time of your move, the collection and delivery addresses, a clear description of what went wrong and when it occurred, details of any conversations already held with our staff and any evidence you wish to share, such as photographs or inventories.

We encourage you to submit your complaint as soon as you reasonably can, and ideally within 14 days of the service, so that information is still recent and easier to review.

Acknowledging Your Complaint

Once we receive your formal complaint, we will send you a written acknowledgement. This will usually be within five working days. The acknowledgement will confirm that we have received your complaint, give you a reference or description of your case and outline the next steps and expected timescales for our investigation.

How We Investigate Complaints

We will assign your complaint to a person who was not directly involved in the original job, wherever possible, to ensure a fair and balanced review. The investigation may include checking booking records and job sheets, reviewing any photographs or written notes, interviewing the driver and team members involved, assessing our route planning, timing and loading methods and comparing actions taken against our company policies and service commitments.

During the investigation we may contact you for further information or clarification. Keeping communication open helps us understand your experience more accurately and reach a fair outcome.

Our Response and Possible Outcomes

We aim to provide a full written response within 20 working days of acknowledging your complaint. If the matter is complex and requires longer, we will let you know, explain why more time is needed and provide an updated timescale.

Our written response will summarise the complaint you raised, outline the steps we took to investigate, explain our findings, set out any agreement, remedy or apology we are offering and describe any changes we will make to our procedures or staff training.

Depending on the nature of the complaint, possible outcomes may include an explanation or clarification, a sincere apology, a partial or full refund where appropriate, a contribution towards repair or replacement, or internal improvements to our removal operations and customer service processes.

If You Are Still Unhappy

If you are not satisfied with our final response, you may contact us in writing to explain why you remain unhappy. We will arrange for a further review, which may be carried out by a more senior member of staff. This secondary review will focus on whether our procedure has been followed correctly and whether our decision was reasonable in light of the information available.

While we always aim to reach a mutually acceptable solution, there may be occasions where we cannot agree. In such cases, you may wish to seek independent advice regarding your consumer rights in relation to removal and transport services.

Using Complaints to Improve Our Service

Every complaint is logged and monitored so we can identify recurring issues and areas for improvement. We regularly review complaint data to improve our staff training, vehicle loading practices, communication standards and overall organisation of moves across our service areas.

By following this complaints procedure, Man with Van Upper Norwood aims to deal with concerns in a consistent, transparent and fair manner and to maintain the confidence of customers who rely on us for reliable man and van and removal services.