Complaints Procedure

Man with Van Catford Complaints Procedure

Man with Van Catford is committed to providing a reliable and professional removal service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at every stage of the process.

Our Commitment to You

We aim to provide a clear, fair, and efficient process for dealing with any complaint about our moving and transport services. We will always treat your concerns seriously, investigate what has happened, and use the outcome to improve our service where necessary.

We will handle all complaints in a way that is:

Timely and prompt, with clear timeframes wherever possible. Fair and objective, listening to all sides of the issue. Transparent, keeping you informed throughout. Focused on resolution, aiming to put things right where we reasonably can.

What This Procedure Covers

This procedure applies to complaints about:

Man and van moves, house and flat removals, and small office moves. Packing, loading, unloading, and transport of goods. Punctuality, conduct, and behaviour of our staff or contractors. Communication before, during, or after a move. Charges, billing queries, and any discrepancies related to quoted or final prices.

It does not cover general enquiries, simple service requests, or matters that are being handled through legal proceedings or insurance claims processes, although we will normally still cooperate and provide information where appropriate.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our removal or transport service, whether oral or written, where you are expecting a response or a resolution. This may include, for example, reporting damage, delay, missed appointments, or concerns about our conduct or communication.

We encourage you to raise any issues as early as possible so that we can address them quickly, ideally during or immediately after your move.

How to Make a Complaint

You can make a complaint in writing or verbally. When you contact us, please provide:

Your full name and the address where the service was carried out. The date of your move or booking. A clear description of what went wrong and when it occurred. Any relevant supporting information such as photographs of damage, inventory lists, or reference numbers. Details of what outcome you are seeking, for example an explanation, an apology, or a financial adjustment where appropriate.

Providing full details at the outset helps us investigate more efficiently and may allow us to resolve the matter sooner.

Our Complaints Handling Stages

Stage 1: Initial Review

Once we receive your complaint, we will log it and, where possible, acknowledge it promptly. In most cases, this will be done within a reasonable time frame. We will review the information you have provided and may contact you to clarify points or request additional details.

We will then conduct an initial assessment to understand the nature of your complaint and decide how it should be handled.

Stage 2: Investigation

For more detailed complaints, we will carry out a fuller investigation. This may include speaking with the staff or contractors involved in your move, reviewing job notes and booking records, assessing photographs or other evidence, and comparing what happened with our agreed terms and usual standards.

We aim to complete our investigation within a reasonable period, depending on the complexity of the case and the availability of relevant information.

Stage 3: Response and Outcome

When we have completed our investigation, we will provide you with a response explaining:

Our understanding of your complaint. The steps we took to investigate the matter. Our findings and decision. Any proposed resolution or remedy.

Where appropriate, resolutions may include an apology, an explanation, corrective actions to prevent a recurrence, or a financial gesture, always in line with our terms and conditions and any applicable limits of liability.

If You Are Not Satisfied

If you are unhappy with the outcome of your complaint, you may ask for a further review. When doing so, please explain why you disagree with the decision and provide any additional information that you feel has not been considered.

We will review the case again, taking your comments into account, and provide a final response wherever possible. This final review will normally represent the conclusion of our internal complaints process.

Timescales

We aim to handle complaints as swiftly as possible. Actual timescales may vary depending on complexity, availability of staff, and the need to gather evidence. We will keep you informed if we foresee any significant delay in completing our investigation or providing a response.

Your Responsibilities

To help us resolve your complaint effectively, we ask that you:

Provide accurate, honest, and complete information. Cooperate with our requests for further details or evidence. Raise any issues as soon as reasonably possible after they arise. Treat our staff with courtesy and respect throughout the process.

This helps us deal with your complaint fairly and can significantly improve the chances of a satisfactory resolution.

Use of Information

We will treat your complaint and any associated information with appropriate confidentiality. Details will be shared only with staff and representatives who need to see them in order to investigate and resolve the matter, or where we are required to share information by law or regulation.

Continuous Improvement

We use feedback and complaints to identify areas where our removal and man and van services can be improved. We may update our procedures, training, or operational practices in response to lessons learned from complaints, with the aim of reducing the likelihood of similar issues arising in future.

Review of This Procedure

Man with Van Catford keeps this complaints procedure under regular review to ensure that it remains clear, fair, and effective. We may update it from time to time to reflect changes in our operations, industry practices, or legal and regulatory requirements.

By using our services, you can be confident that any concerns you raise will be taken seriously and handled in line with the process set out on this page.