Complaints Procedure

Complaints Procedure for Man with Van Sidcup

Man with Van Sidcup aims to provide reliable, efficient and professional moving services for households and businesses. We recognise that occasionally things may not go as planned. This complaints procedure explains how you can raise a concern about our services and how we will respond. Our goal is to resolve issues fairly, promptly and transparently.

Purpose of This Complaints Procedure

This procedure is designed to give customers a clear and straightforward way to tell us when something has gone wrong. It covers all aspects of our work, including local and longer-distance moves, packing assistance, loading and unloading, and any related removal services we provide. We use feedback and complaints to improve our standards and prevent similar issues from happening again.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services or staff, whether justified or not, that requires a response. This can include issues such as:

Punctuality or reliability of our vans and staff on the day of your move

Conduct, attitude or behaviour of team members

Condition of goods on arrival, including concerns about damage or loss

Quality of packing or handling of items

Charges you believe are incorrect or not clearly explained

Any other aspect of our removal and moving service that you are unhappy with

How to Make a Complaint

You can raise a complaint in writing to help us fully understand the issue. Please provide as much detail as possible, including:

Your full name and the address where the service was provided

The date of your move or booking

A clear description of what went wrong

Names of any staff involved, if known

Any relevant reference numbers, such as booking or invoice details

What you would consider a reasonable outcome or resolution

Written complaints are preferred as they reduce the risk of misunderstanding and ensure we capture all the relevant details. If you find it difficult to set out your complaint in writing, you may ask someone you trust to help you prepare a written summary.

Time Limits for Submitting Complaints

To help us investigate effectively, we ask that you raise your complaint as soon as possible after the event you are unhappy about. For issues relating to service quality, behaviour or punctuality, complaints should normally be made within 28 days of the move. For damage or loss of goods, you should tell us as soon as you become aware of the problem, so that we can review any documentation, photographs or evidence while details remain clear.

Our Complaints Handling Stages

We aim to deal with all complaints fairly, consistently and within reasonable timeframes. The process normally follows these stages.

Stage 1: Acknowledgement

Once we receive your complaint in writing, we will acknowledge it. In the acknowledgment, we will confirm that we have received your complaint and that an investigation will begin. Where appropriate, we may request further information or clarification to ensure we fully understand the situation.

Stage 2: Investigation

A senior member of the team, who was not directly responsible for the issue being complained about, will review your case. This may involve:

Checking job sheets, booking notes and any photographs or condition reports

Speaking to the staff who worked on your move

Reviewing our internal procedures and any relevant terms and conditions

Assessing whether the service provided met our stated standards

We aim to complete the investigation and provide a detailed response within a reasonable period. If the matter is complex and requires more time, we will let you know and keep you updated.

Stage 3: Response and Outcome

Following the investigation, we will write to you with our findings. Our response will usually include:

A summary of your complaint and the issues raised

Details of the steps we took to investigate

Our conclusions and whether your complaint is upheld, partially upheld or not upheld

Any actions we will take to put matters right, where appropriate

Where we identify that our service has fallen below our standards, we will explain what we will do to address the issue. This may include an apology, corrective action, service improvements, or other forms of redress in line with our terms and conditions and any applicable laws.

If You Are Not Satisfied with the Outcome

If you disagree with our response at the conclusion of the investigation, you may ask for a review. Please explain which parts of our decision you contest and provide any additional information that you believe has not been considered. A different senior person will review the complaint, the initial investigation and the outcome. Following this review, we will provide a final written response stating our position.

Fairness and Confidentiality

We are committed to handling all complaints fairly and without discrimination. Your complaint will be treated respectfully and confidentially. Information will only be shared with team members who need it in order to investigate and respond. We also expect our staff to be treated courteously throughout the process.

Using Complaints to Improve Our Service

Complaints help us identify where our man and van and removal services can be improved. We regularly review the nature and outcome of complaints to look for recurring issues. Where patterns are found, we may introduce staff training, review working practices, or update our procedures. Our aim is to minimise the chance of similar problems occurring for other customers and to enhance the overall reliability of our moving services.

Acceptance of This Procedure

By booking services with Man with Van Sidcup, you acknowledge that you have access to this complaints procedure and that you may use it if you are dissatisfied with any aspect of our work. This procedure does not affect your statutory rights, nor does it limit any rights you may have under relevant consumer protection laws.

Review of This Complaints Procedure

This complaints procedure is reviewed regularly to ensure it remains clear, effective and in line with best practice for removal and man and van providers. We may update it from time to time to reflect changes in our operations or legal requirements. Any updated version will apply to future complaints from the date it is published.