Complaints Procedure for Man with Van Teddington

Man with Van Teddington aims to provide a reliable and professional removals and man and van service across our local service area. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern with us, how we will respond, and what you can expect throughout the process.

Purpose of This Complaints Procedure

The purpose of this procedure is to give customers a clear and fair route to express dissatisfaction with any aspect of our service. This includes, but is not limited to, issues involving local or longer distance moves, packing assistance, loading and unloading, punctuality, conduct of staff, or the handling of your belongings.

We use all feedback, including complaints, to review how we operate and to improve the quality and consistency of our removal services.

What We Class as a Complaint

A complaint is any expression of dissatisfaction relating to our services where you would like a response or resolution. Examples may include:

Service not delivered as agreed, such as delays, missed timeslots, or incomplete work.

Concerns about how items were handled, including damage or loss of property.

Conduct, attitude, or behaviour of any member of our team.

Disputes about pricing, charges, or information given before or after the move.

We will always aim to differentiate between a complaint and a simple request for information, but if you tell us you are unhappy and want us to look into it, we will treat it as a complaint.

How to Make a Complaint

You can make a complaint in writing or verbally. To help us deal with your concerns efficiently, please provide the following information where possible:

Your full name and a way we can contact you.

The date of your move or booking and the collection and delivery locations.

A clear description of what went wrong and when it happened.

Any relevant supporting details, such as inventory notes, photographs of damage, or written confirmations you have from us.

What you would consider a fair outcome, such as an explanation, apology, or compensation where appropriate.

If you raise an issue with our driver or team on the day of your move, we will try to resolve it immediately. If it cannot be resolved on the spot, or if the problem becomes apparent after the service, you may escalate it through this formal complaints procedure.

Time Limits for Raising Complaints

We ask that you notify us of any complaint as soon as reasonably possible, so we can investigate while details are still clear. For damage or loss related to your belongings, you should tell us as soon as you discover the issue. In most cases, if a complaint is raised longer than a reasonable period after the move has taken place, it may be more difficult to properly investigate and provide a fair outcome.

Our Complaints Handling Process

We aim to handle every complaint in a consistent and transparent way. Our process generally follows these stages:

1. Acknowledgement

When you lodge a complaint, we will acknowledge that we have received it. Where possible, we will do this promptly and confirm that we are looking into your concerns. We may ask for further details if the information provided is incomplete or unclear.

2. Investigation

Your complaint will be reviewed by a person with appropriate responsibility who was not directly involved in the issue. They may:

Check booking records, job sheets, and any written communication relating to the move.

Speak to the driver and any team members who carried out the work.

Review photographs, inventories, or other evidence that you provide.

The aim of the investigation is to understand what happened, consider whether our standards were met, and identify any steps that may be needed to put things right.

3. Response and Outcome

After the investigation, we will provide you with a clear written or verbal response, setting out:

What we have understood your complaint to be.

What we have found after reviewing the matter.

Any actions we propose to take, such as an apology, explanation, corrective work, or other remedy where appropriate.

We will also explain the reasons for our decision. If we are unable to uphold the complaint in full, we will explain the evidence and rationale behind this.

Timescales for Dealing with Complaints

We aim to resolve most complaints as quickly as possible. The exact time required will depend on the complexity of the issue, especially where there are claims related to damaged or missing items. If we expect the investigation to take longer than normal, we will aim to keep you updated on progress and give an indication of when you can expect a final response.

If You Are Not Satisfied With Our Response

If you are unhappy with the outcome of your complaint, you may ask us to review the decision. When you do this, please explain why you feel the complaint has not been resolved and provide any additional information you believe is relevant. A review will be carried out by a person not previously involved in handling your complaint wherever possible.

Claims for Loss or Damage

Where your complaint involves alleged loss or damage to property during a removal or man and van service, we may need extra details to consider any claim. This might include evidence of the condition of the item before the move, photographs of any damage, and proof of value. We will review such claims in line with the terms and conditions that applied to your booking and any applicable limitations or exclusions.

How We Use Complaints to Improve

We treat each complaint as an opportunity to review and improve how we operate. Outcomes of complaints may lead to additional staff training, changes in procedures for packing and handling, improvements in scheduling and communication, or updates to our terms and service information. Our aim is to reduce the likelihood of similar issues occurring on future moves within our service area.

Confidentiality and Data Protection

All complaints are handled with discretion. Information you provide will be used only for the purpose of investigating and resolving your complaint, managing any related claims, and improving our service. We will store and handle your information in line with our approach to data protection and privacy requirements.

Monitoring and Review of This Procedure

This complaints procedure is reviewed periodically to ensure that it remains clear, fair, and effective for customers using our man and van and removal services. We may update the procedure from time to time to reflect changes in our operations, legal requirements, or customer expectations.

By setting out this complaints procedure, Man with Van Teddington aims to give every customer confidence that any issue will be taken seriously, investigated properly, and responded to in a professional and timely manner.