Complaints Procedure

Complaints Procedure for Man with Van Clapham

Man with Van Clapham aims to deliver reliable and professional moving and transport services for every customer. If something goes wrong, we want to know about it and put it right as quickly as possible. This complaints procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for dealing with complaints about our man and van and removal services. It applies to private and business customers who have used our services or who have a confirmed booking with us. We use feedback and complaints to improve our working practices, training and customer service standards.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where a response is explicitly or implicitly expected. This can include issues such as missed or delayed collections, damage to property or belongings, conduct or attitude of staff, incorrect charging or invoicing, or failure to follow agreed instructions or terms. If you are unsure whether your issue counts as a complaint, you are encouraged to raise it so we can review and advise.

How to Raise a Complaint

You should raise your complaint as soon as possible after the issue occurs, so that we can investigate while details are still clear. When contacting us, please provide your full name, the date of service or booking, the collection and delivery addresses, a description of what went wrong, and any supporting information or evidence such as photographs, inventory notes or receipts. Providing detailed information will help us resolve your complaint more quickly and fairly.

Stages of Our Complaints Process

We aim to deal with complaints in a structured and consistent way. Our process generally follows the stages below.

Stage 1: Initial Informal Resolution

In the first instance, we encourage you to raise your concern with the driver or team on the day of the move if it is safe and appropriate to do so. Many minor issues can be resolved quickly on site. If the matter cannot be resolved at the time, or you prefer not to raise it with the operational team, you can contact our office to start the formal complaint process.

Stage 2: Formal Complaint Review

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. We will review the information you have provided, speak to any staff involved, check job records and, where relevant, examine photographs, inventories, invoices and booking details. We may contact you to request further details or clarification, especially for more complex matters.

After completing our review, we will provide a written response setting out our findings, any action we propose to take, and the reasons for our decision. We aim to do this within a reasonable period, depending on the complexity of the complaint and the availability of information.

Stage 3: Escalation and Further Review

If you are not satisfied with the outcome of the formal review, you may ask for the complaint to be reconsidered. In this case, a more senior member of the team, who was not directly involved in the original decision where possible, will review the complaint, the investigation notes and the outcome. They may contact you for further details or to clarify specific points. Following this review, we will confirm our final position in writing.

Time Limits for Submitting Complaints

To allow us to investigate fully, we ask that complaints are submitted as soon as possible and normally no later than 14 days after the date of service. Claims relating to loss or damage should be reported without delay and supported by photographs and any relevant purchase or repair documentation where available. Complaints raised outside reasonable timescales may be more difficult to investigate and may limit the options available.

Our Commitments When Handling Complaints

We are committed to treating all complaints seriously, fairly and with respect. We will handle your information confidentially and only share details internally where necessary to investigate and resolve the matter. We will investigate issues impartially, consider all relevant evidence, explain our decisions clearly and in plain language, and use the outcome of complaints to improve our services, staff training and procedures.

Possible Outcomes and Remedies

Depending on the nature of your complaint and the findings of our investigation, possible outcomes may include an explanation or clarification, an apology, practical steps to put things right where possible, changes to future bookings or services, or a goodwill gesture where appropriate. Where claims for loss or damage are made, any remedy will be considered in line with our terms and conditions, agreed cover levels and evidence provided.

Complaints Related to Service Areas and Access

Some complaints may arise from access constraints, parking restrictions, loading limits or conditions at collection and delivery locations. Where possible, we will work with you in advance to identify potential access issues and agree practical solutions. If delays or changes occur because of access or regulatory restrictions beyond our control, we will explain the circumstances and seek a reasonable resolution in line with our terms and conditions.

Use of Feedback to Improve Our Services

We view complaints and critical feedback as an important source of learning. Trends and recurring themes are reviewed to identify where our man and van and removal services can be improved, whether that is in planning, communication, staff training, equipment or service options. By following this complaints procedure, you help us maintain and raise the standards of service we provide.

Accessibility of This Procedure

This complaints procedure is available to all customers of Man with Van Clapham. If you require the information in a different format or need assistance to raise a complaint, please let us know so that we can make reasonable adjustments. Our aim is for every customer to feel able to share concerns and to receive a clear and timely response.

This procedure does not affect your statutory rights. It is designed to sit alongside our terms and conditions and to provide a transparent route for resolving issues connected with our moving and transport services.