Complaints Procedure for Man with Van Lower Morden

This Complaints Procedure explains how Man with Van Lower Morden manages and resolves complaints relating to our removal and transport services. We are committed to handling every concern fairly, consistently and as quickly as reasonably possible. This procedure applies to all domestic and commercial customers who use our man and van or removal services.

Our commitment to you

We aim to provide a reliable and professional moving service across our operating area. If something goes wrong, or you feel we have not delivered the service you expected, we want to know. Complaints help us put matters right for you and improve how we manage moves, collections and deliveries in the future.

We will always aim to:

• Treat your complaint seriously and with respect
• Acknowledge your complaint promptly
• Investigate what happened in a fair and unbiased way
• Keep you informed throughout the process
• Provide a clear response and explanation
• Offer appropriate remedies where we are at fault

What counts as a complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may include issues such as:

• Problems with booking, timing or communication
• Conduct or behaviour of our team on the day of the move
• Concerns about how goods were handled, loaded or unloaded
• Delays or disruption to your removal service
• Damage to property or belongings
• Disagreement about charges or the scope of work
• Any other aspect of our man and van or removal services that you are unhappy with

How to make a complaint

You can make a complaint in writing. Written complaints allow us to keep a clear record of the issues raised and the actions taken. When making a complaint, please provide:

• Your full name
• The date and location of the service
• A clear description of what went wrong
• Any relevant reference numbers or job details
• Details of any loss or damage, with dates and times where possible
• What you would like us to do to resolve the matter

If your complaint relates to damage, you should contact us as soon as reasonably possible after the move and keep any damaged items and packaging available for inspection. Supplying photographs and a brief description of how and when damage was discovered will help us investigate thoroughly.

Time limits for raising a complaint

To enable us to investigate properly, complaints should normally be raised within a reasonable time following the date of the move or incident. Complaints relating to breakages or damage to goods should be raised as soon as is practical after you notice the issue. Complaints raised after a long delay may be harder to assess, and in some cases our ability to offer redress may be limited.

How we will handle your complaint

Step 1: Acknowledgement
Once we receive your complaint in writing, we will acknowledge it. We will confirm that we have received your concerns and outline the next steps in the process.

Step 2: Initial review
We will review the details you have provided, along with our booking records, job sheets, photographs, and any notes made by the team who carried out the move. If more information is required, we will contact you to clarify points or request further details.

Step 3: Investigation
We will carry out a fair and proportionate investigation. This may include speaking to the driver or removals team involved, reviewing schedules and route information, and examining any evidence you have supplied. We aim to understand exactly what happened and whether our service fell below the standards we set.

Step 4: Response and outcome
When our investigation is complete, we will write to you with our findings. Our response will explain:

• What we have understood from your complaint
• The outcome of our investigation
• Whether we accept that we are at fault and to what extent
• Any steps we will take to put matters right
• Any changes we will make to improve our service in future

Possible resolutions

Where we identify that we are responsible for a problem with your removal service, we will consider suitable remedies. These may include one or more of the following, depending on the circumstances and any contractual terms that apply:

• An apology and explanation
• A repeat of all or part of the service where appropriate
• A gesture of goodwill
• A contribution towards repair or replacement of damaged items, subject to evidence and any applicable limits
• A partial or full adjustment of charges where justified

Any offer of compensation or contribution towards losses will be made in line with our terms and conditions and any relevant limitations relating to value, packaging, pre-existing condition and the information provided to us at the time of booking.

Situations where we may not uphold a complaint

There may be situations where, after investigation, we do not uphold a complaint. This might be where:

• There is no evidence that we failed to act with reasonable care and skill
• Damage or loss is due to circumstances beyond our control, such as severe weather or third-party actions
• Items were packed by the customer and were inherently fragile, poorly packaged or not suitable for transport
• The complaint relates to issues outside the scope of the agreed service
• The complaint is raised after an unreasonable delay, making proper investigation impossible

In such cases, we will still provide a full explanation of our decision and the reasons why we cannot accept liability.

Escalating your complaint

If you are not satisfied with the outcome of your complaint, you may request that it is reviewed again. In your request, explain why you disagree with our findings or proposed resolution and provide any additional information that you believe has not been considered. We will then carry out a second review and provide a final written response.

Using this procedure

This Complaints Procedure is intended to provide a clear and fair process for resolving concerns about our man and van and removal services. It does not affect any legal rights you may have. We encourage all customers to raise issues promptly so that we can address them as efficiently as possible and continue to provide a dependable moving service across our operating area.