Complaints Procedure for Man with Van New Eltham

This Complaints Procedure explains how customers of Man with Van New Eltham can raise concerns about our removal and transport services, and how we will respond. Our aim is to resolve any problems quickly, fairly and transparently, and to use all feedback to improve our home and office moving services.

Our commitment to resolving complaints

We are committed to delivering a reliable and professional man and van service for moves of all sizes, including local home removals, office relocations and furniture transport. If you feel that we have not met the standard of service you expected, we want to know about it. We will treat every complaint seriously, investigate it carefully and respond within reasonable timescales.

We will always aim to:

Listen to your concerns and understand what has gone wrong from your point of view. Treat you with courtesy and respect at all times. Investigate matters thoroughly and objectively. Offer a clear explanation and, where appropriate, a suitable resolution. Learn from complaints and use them to improve our services and working practices.

What counts as a complaint

A complaint is any expression of dissatisfaction about our removal or delivery services, whether it relates to our booking process, punctuality, conduct of team members, handling of your belongings, pricing, damage, loss, delays or any other aspect of the service we have provided.

You can make a complaint whether you booked a single small van job, a full house move, a flat move, business relocation or multi-trip transport.

How to make a complaint

You can make a complaint in writing or verbally. We recommend that you submit your concerns in writing wherever possible so that we have a clear record of the details. Please include:

Your full name. The date of your move or service. The address where the service took place. A description of what happened and what you are unhappy about. Any supporting details such as inventory notes, photos or written confirmations. What outcome you are seeking, for example an explanation, apology or compensation where appropriate.

We encourage you to raise any concerns as soon as possible after the service so that details remain clear and any issues can be investigated promptly.

Stage 1: Initial review and acknowledgement

Once we receive your complaint, we will review the information and acknowledge it. At this stage we may contact you to clarify any details or to ask for further information so that we can gain a full understanding of the events.

We aim to acknowledge all complaints within a reasonable timeframe. Where a complaint can be resolved quickly, we will try to do so at this early stage, offering an explanation, apology or practical solution as appropriate.

Stage 2: Investigation and response

If your complaint requires further investigation, it will be reviewed by a person with appropriate responsibility within our removal service. The investigation may include:

Discussing the events with the team members involved in your move. Reviewing booking records, job sheets and any relevant documentation. Considering photos, notes or other evidence you have provided. Assessing whether our usual procedures were followed correctly.

After the investigation, we will provide a written response which will usually include:

A summary of your complaint. The findings of our investigation. Our decision and the reasons for it. Any proposed remedy, such as an apology, corrective action or, where appropriate, a financial gesture or contribution.

We will aim to send a full response within a fair and reasonable period. If the investigation is likely to take longer, we will let you know and explain the reason for the delay.

Stage 3: Further review

If you are not satisfied with the outcome of Stage 2, you may request a further review. In your request, please explain why you remain unhappy and what you believe has not been properly considered.

A further review will be carried out by a different person where possible, or by someone more senior, to provide an additional level of scrutiny. After this review you will receive a final response setting out the outcome and any final position we are able to offer.

Timescales

We aim to handle complaints promptly and efficiently. While exact timescales may vary depending on the complexity of the issue, we will strive to:

Acknowledge your complaint within a reasonable time. Keep you updated if an investigation is taking longer than expected. Provide a clear final response as soon as we can reasonably do so.

Remedies and outcomes

Where a complaint is upheld, we will consider suitable remedies based on the circumstances. Possible outcomes may include:

A clear explanation of what happened and why. An apology where we have fallen short of our standards. Practical steps to put things right where this is possible. A goodwill gesture or financial contribution where appropriate and proportionate to any proven loss or damage, taking into account the terms agreed at the time of booking.

Any remedy will be assessed on a case by case basis and in line with any applicable terms and conditions relevant to your removal service.

Complaints about damage or loss

If your complaint relates to damage or loss of items during a move or transport job, please tell us as soon as possible and provide clear details and photographs of the items concerned. We may request copies of receipts or proof of value for higher-value items. All such complaints will be considered in line with any agreed limits, exclusions and conditions that apply to your booking.

Using complaints to improve our services

We value all feedback, including complaints, as an opportunity to improve how we operate. Where a complaint highlights a training issue, a procedural gap or a recurring problem, we will aim to address it through staff training, process changes or service improvements so that future customers benefit from a better, more reliable man and van experience.

Record keeping

We keep records of complaints received, how they were handled and the outcomes reached. This helps us to monitor patterns, identify areas where our removal services can be improved and ensure consistency in how we respond to customer concerns.

Fair treatment and confidentiality

You will be treated fairly and respectfully throughout the complaints process. Raising a complaint will not affect your ability to use our services in the future. We will handle all personal information and details of your complaint with appropriate confidentiality and only share them internally where necessary to investigate and resolve the matter.

By setting out this Complaints Procedure, Man with Van New Eltham aims to give all customers confidence that any concerns about their move or transport job will be heard, considered and addressed in a professional and constructive way.