Complaints Procedure

Complaints Procedure for Man with Van Sydenham Hill

Man with Van Sydenham Hill aims to provide a reliable and professional removals and man and van service across our operating area. We recognise that, on occasion, customers may feel that our service has not met their expectations. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us throughout the process.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for resolving complaints relating to our removal and transport services. We use feedback to improve the way we plan moves, protect belongings, and communicate with customers before, during, and after each job. All complaints are treated seriously and handled in a consistent and transparent manner.

What This Procedure Covers

This procedure applies to complaints related to our man and van and home or office removal services, including but not limited to:

Concerns about the standard of service provided on the day of the move, including punctuality and conduct of staff.

Issues regarding handling, loading, unloading, or transport of your belongings.

Disputes about the interpretation of quotes, charges, or agreed services.

Concerns about communication before, during, or after the move.

Complaints about any aspect of our customer service, including follow-up or problem resolution.

This procedure does not cover general enquiries, requests for quotes, or routine service amendments. Those matters will be handled through our usual customer service channels.

Who Can Make a Complaint

A complaint can be made by any customer who has booked or received a service from Man with Van Sydenham Hill, including private individuals, landlords, tenants, and business clients. A complaint may also be made by a representative acting on behalf of a customer, provided they have the customer’s permission to do so.

How to Make a Complaint

We encourage you to raise any concerns with us as soon as possible so that we can address them quickly.

You can make a complaint in writing, including all relevant details such as your name, the service date, collection and delivery locations, a description of the issue, and what outcome you are seeking. Please provide photographs or other supporting information if your complaint relates to damage or loss.

If you prefer, you may initially explain your concern verbally. We may then ask you to confirm the key details in writing so we can ensure that we have a clear and accurate record of your complaint.

Information We Need From You

To help us investigate your complaint efficiently, please include:

Your full name and the name the booking was made under.

The date and approximate time of the move or service.

The collection and delivery addresses used for the removal.

A clear description of what went wrong, including times and events if possible.

Details of any items affected, including descriptions and estimated values where relevant.

Copies of any quotes, invoices, or agreements relating to the job.

Any steps already taken to try to resolve the issue informally.

Acknowledging Your Complaint

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. Our acknowledgement will confirm that we have received your concerns and outline the next steps, including who will handle your complaint and any initial information we may need.

How We Investigate Complaints

We aim to investigate every complaint thoroughly and fairly. This usually includes:

Reviewing the details you have provided, including any photographs or documents.

Checking our internal records such as booking information, job sheets, and timings.

Speaking with the team members involved in your move or delivery.

Assessing whether our service met our own standards and any relevant commitments made to you before the job.

Considering whether similar issues have arisen before and if any patterns are present.

Our Response and Possible Outcomes

After investigating, we will provide you with a written response setting out our findings. Our response will aim to be clear, addressing each of the main points you have raised. Where a complaint is upheld, we will explain what we can do to put things right. This may include:

Offering an explanation or clarification where there has been a misunderstanding.

Providing an apology where our service has fallen below the expected standard.

Reviewing or adjusting our charges where appropriate.

Discussing possible contributions towards repair or reasonable compensation where damage or loss has been clearly linked to our actions, in line with our terms and conditions and any applicable limits.

Explaining what steps we will take to prevent similar issues occurring in the future, such as additional training or changes to procedures.

Timeframes for Resolution

We aim to resolve most complaints within a reasonable period, depending on the complexity of the issues raised and the availability of any additional information we need from you. If the investigation is likely to take longer than expected, we will keep you informed and let you know when you can expect a further update.

If You Are Not Satisfied With the Outcome

If you feel that your complaint has not been resolved to your satisfaction, you may ask for your case to be reviewed again. A different team member or manager will re-examine the complaint, the investigation, and the outcome that was offered. They will then issue a final response, explaining whether any changes will be made and why.

Using Complaints to Improve Our Service

All complaints are recorded and reviewed regularly. We analyse the issues raised to identify areas where our removal and transport services can be improved. This may include changes to how we plan routes, protect property during loading and unloading, handle fragile items, or communicate arrival times and potential delays. Feedback from customers helps us refine our working practices so that we can continue to provide a reliable and efficient service throughout our operating area.

Confidentiality and Data Protection

All information provided as part of a complaint is handled with care. Details are shared only with those who need to know in order to investigate and resolve the issue. We store and process complaint information in line with our data protection responsibilities and keep records only for as long as necessary for legal, regulatory, and quality assurance purposes.

Accessibility of This Procedure

This complaints procedure is available to all customers of Man with Van Sydenham Hill. If you need the information presented in a different format, or if you require assistance in setting out your complaint, you can tell us and we will do our best to support you. Our aim is to ensure that every customer has a fair opportunity to raise concerns and have them properly considered.

Our Commitment to You

We are committed to dealing with every complaint in a courteous, professional, and timely way. Whether you are moving a single item or an entire property, your experience matters to us. By following this complaints procedure, we aim to resolve issues constructively and to maintain the trust of our customers across the areas we serve.