Complaints Procedure
Man and a Van Dulwich Complaints Procedure
Man and a Van Dulwich is committed to providing a reliable and professional removals and man and van service. We aim to resolve any concerns quickly, fairly, and transparently. This Complaints Procedure explains how you can raise an issue, how we will handle your complaint, and what you can expect from us at each stage.
Purpose of This Procedure
This procedure is designed to give customers a clear and simple route to raise complaints about any aspect of our services, including home moves, office relocations, packing, loading, transport, or unloading. It sets out how we will respond, the timescales involved, and how we will use your feedback to improve our services.
What Is a Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, where you are seeking a response or resolution. This may include, but is not limited to:
Service delays or missed appointments during your move
Conduct, behaviour, or attitude of our staff or drivers
Concerns about how your belongings were handled
Damage, loss, or missing items related to your move
Quality of communication before, during, or after the service
Issues with quotations, invoicing, or payments
We treat all complaints seriously and use them as an opportunity to review our performance and make improvements to our removals and man and van operations.
How to Make a Complaint
You can make a complaint verbally or in writing. Wherever possible, we encourage you to raise any issue as soon as you become aware of it, ideally on the day of the move or immediately afterwards. Early notification helps us gather accurate information and resolve matters more effectively.
When making a complaint, please provide as much detail as you can, such as:
Your full name and the address where the service took place
The date and approximate time of the move or booking
A clear description of what went wrong and when it happened
The names or descriptions of any staff involved, if known
Details of any damage, loss, or disruption, including photographs if available
What outcome or resolution you are seeking
If you are raising your complaint verbally, our team may ask your permission to make written notes of what you tell us. This helps to ensure we fully understand your concerns and can investigate properly.
Stage One: Informal Resolution
We aim to resolve most concerns quickly and informally at the earliest opportunity. If you are unhappy during or immediately after your move, please speak to the driver or crew leader on site. They will try to resolve the issue straight away where it is safe and reasonable to do so.
If the crew cannot resolve the matter on the day, or if your concern arises later, you may contact our office to discuss the issue. We will:
Listen to your explanation of what has happened
Clarify any points to ensure we understand the complaint
Attempt to offer an immediate explanation, solution, or next step
Where the complaint cannot be resolved informally, or if you are not satisfied with the informal response, you may request that your complaint is treated formally under Stage Two.
Stage Two: Formal Complaint Investigation
When a complaint moves to the formal stage, it will be logged and reviewed by a manager or a senior member of the team who is not directly involved in the issue wherever possible. During this stage we will:
Acknowledge your complaint within a reasonable timeframe
Review any notes, photographs, or evidence that you provide
Speak with the staff members involved and any relevant witnesses
Examine relevant booking details, service records, and job sheets
We will then provide you with a written response setting out:
Our understanding of your complaint
The steps we took to investigate the matter
Our findings and conclusions
Any offer of remedy or action we propose to take
We aim to provide a full response within a reasonable period, depending on the complexity of the issue and the availability of information. If we need more time to complete our investigation, we will let you know and keep you informed of progress.
Possible Outcomes and Remedies
Each complaint is considered on its own facts and circumstances. Outcomes may include:
An explanation or clarification about what happened during your move
An apology where our service has fallen below the standards we aim to uphold
Practical steps to put things right, where reasonably possible
Recommendations for changes to our internal processes or staff training
Consideration of compensation, where appropriate and in line with our terms
Where any damage or loss to your belongings is involved, we may ask for supporting evidence, such as photographs, receipts, or independent repair or replacement estimates, so that we can assess your claim fairly.
Escalating Your Complaint
If you are not satisfied with the outcome of the formal investigation, you may ask for a further review. A senior member of Man and a Van Dulwich who has not previously been involved in the complaint will reassess the information, the investigation, and the decision reached.
Following this review, we will provide a final response that sets out our position and explains the reasons for our decision. This will mark the end of our internal complaints process.
Your Responsibilities When Making a Complaint
To help us deal with your complaint fairly and efficiently, we ask that you:
Raise concerns as soon as reasonably possible after the issue occurs
Provide accurate information and any evidence you have available
Communicate with us in a respectful and constructive manner
Allow us reasonable time to investigate and respond
Abusive, threatening, or discriminatory behaviour towards our staff will not be tolerated and may result in us limiting communication to written channels.
Confidentiality and Data Protection
All complaints are handled in confidence. Information you provide to us as part of a complaint will only be shared with those who need it in order to investigate and resolve the matter. We will store and process your data in line with our privacy commitments and any applicable data protection requirements.
Continuous Improvement
We regularly review the complaints we receive to identify patterns, areas of concern, and opportunities to improve how we deliver our removals and man and van services. Your feedback, whether positive or negative, helps us refine our processes, enhance staff training, and maintain high standards of service for customers across our service area.
This Complaints Procedure may be updated from time to time to reflect changes in our services, internal processes, or legal requirements. The version available on our website will always be the most current.
