Complaints Procedure for Man with Van Lewisham Customers

Man with Van Lewisham is committed to delivering a reliable, professional and courteous service for all customers using our man and van and removals solutions. We understand that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

1. Our Commitment to You

We aim to handle every complaint fairly, promptly and transparently. We use feedback to improve our removal services, customer care and operational standards. All complaints are taken seriously and treated with respect and confidentiality. We will not charge you for making a complaint.

We will always try to resolve problems informally first. If that is not possible, this formal complaints procedure sets out the steps we will follow.

2. What This Procedure Covers

This procedure applies to complaints about our man and van and removal services, including issues such as punctuality, conduct of staff, handling of goods, quality of service, invoicing and communication. It covers both residential and business customers who have used or booked our services.

This procedure does not cover general enquiries, requests for quotes, or issues relating to services provided by third parties not working under our direction.

3. Raising an Informal Concern

In many cases, concerns can be resolved quickly by speaking directly with the driver or team leader on the day of your move, or with the office contact who arranged your booking. If you notice an issue during loading, transit or unloading, please raise it as soon as possible so we can attempt to correct it immediately.

Where appropriate, we will offer practical solutions on the spot, such as adjusting how items are handled, clarifying agreed timings, or reviewing the agreed scope of work. If the matter cannot be resolved informally to your satisfaction, you can use our formal complaints process.

4. How to Make a Formal Complaint

If you wish to make a formal complaint about your man and van or removal service, please set it out clearly in writing. Written complaints help us understand the issue in detail and ensure nothing is missed during our investigation.

Your written complaint should include:

The date of your move or booking, your full name, the collection and destination addresses you used for the service, a description of what went wrong, including times and names of staff where possible, details of any damage, loss, delay or other concerns, and what outcome you are seeking, such as an explanation, apology, or review of charges.

Please submit your complaint using your usual communication method with us, clearly marking it as a complaint. If you need assistance to set out your complaint, we will make reasonable efforts to support you.

5. Acknowledging Your Complaint

Once we receive your formal complaint, we will acknowledge it as soon as reasonably possible. In our acknowledgement, we will confirm that we have received your complaint, outline the next steps, and provide an indicative timeframe for our investigation and response.

In most cases, we aim to provide a full response within 10 to 14 working days. If your complaint is complex or requires additional investigation, we will inform you if more time is needed and keep you updated on progress.

6. Investigation Process

We will review all relevant information connected to your complaint, which may include the original booking details, the agreed quotation and service description, job notes from the removal team, photographs or evidence you provide, and statements from staff members involved.

During the investigation, we may contact you to clarify details or request further information. We ask that you cooperate as fully as possible so that we can reach a fair and accurate understanding of what happened.

7. Our Response and Possible Outcomes

When our investigation is complete, we will provide a written response that explains our findings, addresses each main point you raised, and sets out any actions we will take.

Depending on the circumstances, outcomes may include an explanation of what occurred and why, a formal apology where we are at fault, corrective measures to improve our service in future, and where appropriate, a review of charges or other form of redress in line with our terms and conditions and any relevant policies.

We will always explain the reasons for our decision, even if we are unable to agree to the outcome you have requested.

8. If You Are Unhappy with Our Decision

If you remain dissatisfied after receiving our written response, you may ask for a further review. Please explain which aspects of our decision you disagree with and why, and provide any additional information you believe is relevant.

A senior member of our team, who was not directly involved in the original investigation, will review your complaint, the evidence, and our initial response. They will then provide a final written outcome. This will normally conclude our internal complaints process.

9. Time Limits for Complaints

To help us investigate effectively, we encourage you to raise any concerns as soon as possible, preferably within a short period after your move or service date. Claims relating to loss or damage to goods may be subject to specific time limits as set out in our terms and conditions. Where such limits apply, we will make decisions in line with those terms.

10. Recording and Using Complaint Information

We keep a record of complaints and their outcomes to help us identify trends and areas where our man and van and removal services can be improved. Personal information provided in a complaint will be handled in accordance with our approach to data protection and used only for the purpose of managing the complaint and improving our services.

11. Accessibility and Support

We aim to make this complaints procedure accessible to all customers. If you have any specific communication needs or require information in a different format, please let us know when you raise your complaint so we can consider reasonable adjustments.

12. Continuous Improvement

Feedback from customers across our service area is vital to maintaining high standards in every removal and man and van job we undertake. We review complaints regularly, share learning with our team and update our training and procedures where needed. By following this complaints procedure, we aim to provide a clear, fair and consistent approach to resolving any concerns you may have about Man with Van Lewisham.