Complaints Procedure

Man with Van Mitcham Complaints Procedure

Man with Van Mitcham is committed to providing reliable and professional removal services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it 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 aim to handle all complaints fairly, consistently and promptly. Our key objectives are to acknowledge your concerns, investigate what has happened, provide a clear explanation, and take any appropriate corrective action. We treat all feedback as an opportunity to improve how we deliver our moving and transport services for future customers.

What Is a Complaint

A complaint is any expression of dissatisfaction about the service you have received from Man with Van Mitcham, including but not limited to:

Issues with punctuality, conduct or professionalism of our team on the day of your move, concerns about how your belongings were handled, loss or damage to items, disagreements about costs, charges or the scope of work carried out, or dissatisfaction with our communication before, during or after your move.

You do not need to know which category your complaint falls into. If you are unhappy with any aspect of our removal or man and van services, we want to hear from you.

How to Make a Complaint

You may make a complaint in writing or verbally. Written complaints are generally easier for us to review in detail, but we will accept complaints in whichever way is most convenient for you.

When contacting us, please provide as much information as possible, including your full name, the date of your move, collection and delivery addresses, a description of what happened, details of any items involved, the names of any staff you dealt with (if known), and what outcome or resolution you are seeking.

Providing clear information helps us to investigate efficiently and reach a fair conclusion. If we require additional information, we will contact you to clarify the details.

Stage One: Initial Response

Once we receive your complaint, we will record it in our internal system. We aim to acknowledge all complaints as soon as reasonably possible. Our acknowledgement will confirm that we have received your complaint and explain the next steps in the process.

Where the issue is straightforward, we may be able to resolve your complaint at this stage, for example with an explanation, an apology, or a practical remedy. If we can resolve matters immediately, we will confirm the outcome to you.

Stage Two: Investigation

If your complaint requires more detailed consideration, we will carry out a fuller investigation. This may include reviewing booking details, job sheets, photographs, and any relevant documentation, speaking to the driver and team members who attended your move, and assessing any reports of loss or damage related to your belongings.

Our aim is to complete this investigation within a reasonable time frame. If the matter is complex and likely to take longer than usual, we will keep you updated on progress.

Stage Three: Outcome and Resolution

When our investigation is complete, we will provide you with a clear outcome. This will normally include a summary of your complaint, the findings of our investigation, any factors that affected the situation on the day of your move, our decision on whether your complaint is upheld in full or in part, and any actions we propose to take.

Depending on the circumstances, possible outcomes may include an explanation of what occurred, a sincere apology, corrective action to improve our processes or staff training, and, where appropriate, a goodwill gesture or contribution towards repair or replacement costs, subject to our terms and conditions and any applicable limits.

Disagreeing with the Outcome

If you are not satisfied with the outcome of your complaint, you may ask us to review the decision. When you contact us to do this, please explain which parts of the decision you disagree with and why, and provide any additional information or evidence you feel has not been fully considered.

We will review your complaint again in light of your comments and respond to you with our final position. Once this review is complete, we will confirm that this is our final response under this Complaints Procedure.

Time Limits for Complaints

So that we are able to investigate effectively, we ask that complaints relating to a specific removal job are raised as soon as possible after the service has been provided. Prompt notification improves the chances of locating missing items, assessing any reported damage, and obtaining accurate information from everyone involved.

We may not be able to properly investigate complaints that are raised after an extended period of time, particularly where evidence is no longer available. However, we will consider all complaints on a case by case basis and will always seek to act fairly.

Claims for Loss or Damage

If your complaint involves any alleged loss of or damage to your belongings, we may ask for photographs, descriptions of the items, proof of value where available, and details of when and how you believe the damage occurred. We may also request access to inspect the items.

Any financial settlement or offer will be considered in accordance with our terms and conditions, which may set out important limits and exclusions. It is your responsibility to familiarise yourself with these at the time of booking. We will clearly explain how any decision regarding compensation has been reached.

Use of Your Information

Information you provide when making a complaint will be used only to investigate and respond to that complaint, to improve our services, and to meet any legal or regulatory obligations. Your details will be handled securely and in line with our data protection obligations.

Continuous Improvement

We review complaints on a regular basis to identify patterns, recurring issues or areas where our man and van and removal services can be improved. These reviews may result in changes to our procedures, training for our staff, or updates to our customer information. By telling us when things go wrong, you help us to enhance our service for everyone who relies on us for local and regional moves.