Complaints Procedure

Complaints Procedure for Man With a Van Mitcham

Man With a Van Mitcham aims to provide reliable, professional and courteous removal and man and van services. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise any concerns about our services, how we will respond, and what you can expect from us throughout the process.

Purpose of This Complaints Procedure

The purpose of this procedure is to give you a clear, fair and accessible way to tell us when you are unhappy with any aspect of our work. It applies to all services we provide, including local moves, small removals, home and office moves, and related loading, unloading and transport services.

We use feedback and complaints to improve our services, staff training, communication and overall customer experience. Every complaint we receive is treated seriously and handled with professionalism and respect.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not, that requires a response. This can include, for example:

Punctuality issues, such as late arrival or delayed completion of a job.

Concerns about the handling, loading, unloading or transportation of your belongings.

Disputes about the price charged, quoted rates or additional costs.

Concerns about staff behaviour, attitude or communication.

Issues with how your booking or schedule was managed.

Any other matter where you feel we have not met our stated standards of service.

How to Make a Complaint

You can make a complaint in writing. Written complaints allow us to keep an accurate record of your concerns and ensure we respond to all points you raise.

When making a complaint, please provide as much detail as you can, including:

Your full name.

The date of the service and, if known, your booking reference.

The address where the service was carried out.

A clear description of what happened and why you are dissatisfied.

Details of any conversations you have already had with our team about the issue.

What outcome or resolution you are seeking, if you have a preference.

Providing full information helps us investigate your complaint promptly and thoroughly.

Time Limits for Making a Complaint

You should raise any complaint as soon as possible after the issue arises. For complaints relating to loss, damage or service quality on the day of your move, we ask that you contact us within a reasonable period after the service date so that we can properly investigate the circumstances while details are still clear and any evidence is still available.

Our Complaint Handling Stages

We aim to deal with complaints in a clear and structured way. Our process normally follows these stages.

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it in writing. This acknowledgement will usually be sent within a reasonable period of receiving your complaint. We will confirm that we are reviewing your concerns and explain the next steps.

Stage 2: Investigation

Your complaint will be reviewed by a person with appropriate responsibility within Man With a Van Mitcham. The investigation may involve:

Checking your booking details and any notes recorded on the day.

Speaking to the team members involved in your move.

Reviewing any relevant documents, photographs or messages you provide.

We may contact you for further information or clarification if required to fully understand the situation.

Stage 3: Response and Outcome

After we complete our investigation, we will provide you with a written response setting out:

Our understanding of your complaint.

The findings of our investigation.

Any action we propose to take to resolve the matter.

Any changes we plan to make to our procedures or staff training as a result of your feedback.

Where your complaint is upheld, possible resolutions may include an explanation, an apology, corrective action, or other reasonable steps, depending on the circumstances.

If You Remain Dissatisfied

If you are not satisfied with our response, you can ask for your complaint to be reviewed again. In doing so, please explain which aspects of our decision or explanation you disagree with and why. A further review will then be carried out, where possible by someone not involved in the original investigation.

Fairness, Confidentiality and Data

All complaints are handled fairly, objectively and without discrimination. Making a complaint will not affect any ongoing or future services you may wish to book with us.

We treat all information you provide in connection with your complaint as confidential and use it only for the purpose of investigating and resolving your concerns, along with improving our services. We handle any personal information in line with applicable data protection requirements.

Using Complaints to Improve Our Services

Man With a Van Mitcham is committed to continuous improvement across all aspects of our removal and man and van operations. We regularly review complaints to identify recurring issues, training needs and potential changes to our procedures, vehicles, equipment and communication methods.

Your feedback, whether positive or negative, helps us maintain and improve standards for customers using our moving and transport services throughout our service area.

Accessibility of This Procedure

This complaints procedure is available to all customers and prospective customers. If you need this information in a different format or need help setting out your complaint, please let us know and we will do our best to assist you.

Commitment to Professional Service

We understand that moving home or business premises can be stressful. Our aim is to make every move as smooth and efficient as possible. When something goes wrong, we want to know about it so we can put it right where we can and learn from the experience. This complaints procedure reflects our commitment to professionalism, accountability and respectful customer care in every job we undertake.