Complaints Procedure for Man with Van Upper Clapton

This complaints procedure explains how customers of Man with Van Upper Clapton can raise concerns about our man and van and removal services, and how we will respond. We are committed to handling all complaints promptly, fairly, and consistently, with the aim of resolving issues and improving our service.

Our Commitment to You

We aim to provide a reliable and professional service for all moves, from small man and van jobs to larger home and office removals. If something goes wrong, we want to know about it so we can put matters right where possible and prevent similar issues in future. We treat every complaint seriously, investigate it carefully, and respond in a clear and respectful way.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not, where a response is expected. This may relate to, for example:

Service quality, such as punctuality, handling of items, or behaviour of staff.
Communication, such as unclear information about pricing, timings, or service details.
Damage or loss of items during a move.
Billing, charges, or perceived overcharging.
Any other aspect of our removal or man and van services that leaves you dissatisfied.

How to Raise a Complaint

You can raise a complaint in writing or verbally. We encourage written complaints where possible, as this helps us keep a clear record of the issue and our response. When making a complaint, please provide:

Your full name and the address where the service took place.
The date of your move or booking.
A clear description of what went wrong and when it happened.
Any relevant evidence, such as photos of damage or screenshots of messages.
What outcome you are seeking, such as an explanation, apology, rectification, or compensation.

Timescales for Making a Complaint

You should notify us of any immediate concerns, such as serious damage or issues on the day of the move, as soon as reasonably possible. For other matters, we ask that formal complaints are raised within a reasonable time after the service, so that we can investigate effectively while details are still recent.

How We Will Handle Your Complaint

Once we receive your complaint, we will follow these stages:

Stage One: Initial Acknowledgement

We will acknowledge your complaint as soon as reasonably practicable. Where your complaint is made in writing, we will confirm that it has been received and is being reviewed. At this stage, we may ask for further information or clarification to help us understand the issue fully.

Stage Two: Investigation

We will investigate your complaint by reviewing the booking details, job notes, and any communications related to your move. Where relevant, we may speak with the team members involved and examine any evidence provided, such as photographs or item lists.

We aim to complete our investigation and provide a substantive response within a reasonable timeframe. If the matter is more complex and requires additional time, we will let you know and keep you updated on progress.

Stage Three: Response and Outcome

Once the investigation is complete, we will provide you with a clear and balanced response. This will explain:

Our understanding of the complaint.
What we found during our investigation.
Whether your complaint is upheld in full, in part, or not upheld.
Any steps we will take as a result.

Where appropriate, we may offer remedies such as an explanation, apology, corrective action, or financial settlement in line with our terms and conditions and any applicable limitations of liability.

If You Are Not Satisfied with the Outcome

If you remain unhappy after our response, you can ask for your complaint to be reviewed again. In doing so, please clearly state which parts of our decision you disagree with and provide any additional information you believe is relevant. We will then carry out a further review where appropriate and provide a final position on the matter.

Claims for Damage or Loss

Where your complaint involves alleged damage to property or loss of items during a move, it is important that you:

Notify us as soon as reasonably possible after noticing the issue.
Provide clear photographs of the damage and, where relevant, receipts or proof of value.
Do not dispose of damaged items before we have had the opportunity to assess them or request more information.

Any offers of repair, replacement, or compensation will be made in line with our terms and conditions and any agreed cover in place at the time of booking.

Fair Treatment of Our Staff

We understand that moving can be stressful and that problems can be frustrating. However, we will not tolerate abusive, threatening, or discriminatory behaviour towards our staff at any point in the complaints process. If behaviour of this nature occurs, we may limit the method or frequency of communication or, in extreme cases, cease further contact while still confirming our final position in writing.

Learning from Complaints

We view complaints as an opportunity to improve our man and van and removal services. We regularly review complaints to identify recurring issues, update training, and refine our procedures. This helps us maintain a dependable and professional service for customers booking moves in our service area.

Updates to This Procedure

We may review and update this complaints procedure from time to time to reflect changes in our business practices or relevant guidance. The most recent version will apply to any new complaints raised.

If you have any concerns about a move carried out by Man with Van Upper Clapton, please use this procedure to let us know. We will do our best to handle your complaint fairly and to reach a reasonable outcome.