Complaints Procedure
Complaints Procedure for Man and a Van Balham
Man and a Van Balham is committed to providing reliable, efficient and courteous removal services. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and the steps we will take to resolve matters fairly and promptly.
1. Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear, transparent and fair process for customers who wish to complain about any aspect of our removal or related services. It applies to domestic and commercial customers using our man and van or larger removal options throughout our service area.
We use complaints as an opportunity to put things right, review our practices and, where necessary, improve the quality and safety of our services.
2. What This Procedure Covers
This procedure covers complaints about:
Service quality, including punctuality, handling of belongings, completion of agreed work, behaviour, conduct or attitude of team members, clarity and accuracy of quotations and charges, administration of bookings, amendments or cancellations, and communication before, during or after your move.
This procedure does not cover disputes that are already the subject of legal proceedings, or issues that fall outside our control such as third party services arranged directly by you.
3. How to Make a Complaint
You can raise a complaint verbally or in writing. We encourage written complaints where possible so that we can clearly understand and record the details of your concerns. When making a complaint, please provide the following information:
Your full name, your preferred method of contact, the date and location of the service, a clear description of what went wrong, names of any team members involved, if known, and any evidence that may help us investigate, such as photos, inventory notes or job reference details.
We ask that you raise your complaint as soon as reasonably possible after the issue arises, so that we can investigate while information is still fresh and records are easily accessible.
4. Initial Acknowledgement
Once we receive your complaint, we will acknowledge it. For written complaints, we will usually acknowledge within a reasonable timeframe, confirming that your concerns have been received and are being reviewed. We may contact you to clarify details, request further information, or discuss your desired outcome.
Where a complaint is made verbally during or immediately after a move, our aim is to address it on the spot where possible. If the matter cannot be resolved immediately, it will be recorded and managed through this formal procedure.
5. Investigation Process
All complaints are handled with care and discretion. The person investigating your complaint will gather relevant information, which may include job booking records and notes, quotation and confirmation details, photographs or condition reports, statements from team members involved in your move, and any evidence you have provided.
We will consider both your account and our internal records to reach a balanced view of what has happened. If further clarification is needed, we may contact you to ask additional questions or to discuss the situation in more depth.
6. Our Response and Resolution
After we have completed our investigation, we will provide you with a response setting out our findings and any steps we propose to take. Our response will aim to:
Summarise the complaint and our understanding of your concerns, explain what we have found based on the evidence available, and outline any corrective action, remedy or explanation we believe is appropriate.
Possible outcomes may include an apology and explanation, corrective action relating to future services, revisiting internal training or procedures, and, where appropriate and justified, a gesture of goodwill or partial financial remedy in line with our terms and conditions and any applicable insurance arrangements.
7. Timescales
We aim to resolve most complaints as quickly as possible. Straightforward issues may be clarified and resolved within a few working days. More complex complaints that require detailed investigation may take longer. If we anticipate a delay in providing a full response, we will let you know and keep you updated on the progress of your case.
8. If You Remain Dissatisfied
If you are not satisfied with our initial response, you may ask for the complaint to be reviewed. In such cases, where possible, a different person will re-examine the complaint, the investigation and the decision that has been made.
The review will consider whether the original investigation was fair and thorough and whether the response and outcome were reasonable in light of the evidence. Following this review, we will provide a final response, explaining our position and any further steps, if appropriate.
9. Your Responsibilities as a Customer
To help us deal with your complaint effectively, we ask that you provide accurate and complete information, remain respectful and constructive in your communications, and allow us reasonable time to investigate and respond.
We understand that moving can be stressful and that issues can cause frustration. Our team will treat you with courtesy at all times, and we expect the same courtesy in return.
10. Confidentiality and Data Protection
All complaints are handled in confidence. Information you provide will only be shared with those who need it in order to investigate and respond to your complaint. We will handle your personal data in line with our privacy practices and all applicable data protection obligations.
11. Continuous Improvement
Man and a Van Balham views complaints as an important source of feedback. We review complaint trends regularly to identify recurring issues, training needs and opportunities to improve our removal services across the areas we cover. By following this procedure, we aim not only to resolve individual concerns but also to continually enhance the quality, reliability and professionalism of our work.
This Complaints Procedure is kept under regular review to ensure it remains clear, fair and effective for our customers and our team.
