Complaints Procedure

Complaints Procedure for Man and Van Bermondsey

Man and Van Bermondsey is committed to providing a reliable, professional and friendly removals service for customers moving home, office or individual items. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right and improve our service. This Complaints Procedure explains how to raise a concern, how we will handle it, and what you can expect from us at each stage.

Purpose and Scope

This procedure applies to all customers who use our man and van or removal services. It covers concerns and complaints about the quality of our work, the conduct of our team, damage to property or belongings, delays, and any other aspect of the service provided by Man and Van Bermondsey.

We aim to resolve most issues quickly and informally. However, if you feel that your concern has not been properly addressed, this procedure sets out a clear and structured way to escalate your complaint.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, where you believe that:

The service you received did not match what was agreed, was not carried out with reasonable care and skill, or did not meet the standard you expected from a professional removals company.

Our staff or contractors behaved in a way that you consider unprofessional or unacceptable.

We did not communicate clearly or failed to respond to you within a reasonable time.

Your belongings or property were damaged and you are unhappy with how this has been handled.

How to Raise a Complaint

You can raise a complaint by contacting us in writing or verbally. Providing as much detail as possible helps us investigate thoroughly and respond fairly. When making a complaint, please include:

Your full name and, if relevant, the name the booking was made under.

The date and approximate time of your move or service.

A clear description of what went wrong, including any relevant facts, conversations or events.

Details of any loss or damage, including photographs where available.

What outcome you would consider fair, such as an explanation, apology, correction or review of charges.

We encourage you to raise your complaint as soon as possible after the event so that we can investigate while details are still fresh and evidence is easier to obtain.

Stage One: Initial Complaint Handling

At first, we will always try to resolve your complaint at the earliest opportunity and as informally as possible. Typically, this will be handled by the person you initially dealt with, such as a coordinator or supervisor responsible for your booking.

Upon receiving your complaint, we will:

Acknowledge that we have received your concern.

Review the details of your booking, any notes from the crew, and any supporting information you have provided.

Where appropriate, speak with the team members involved.

We aim to provide an initial response within a reasonable period, explaining what has happened and, where needed, proposing a practical way to put matters right.

Stage Two: Formal Written Complaint

If you are not satisfied with the outcome at Stage One, or if the matter is more serious or complex, you can make a formal written complaint.

When we receive a formal complaint, we will:

Acknowledge receipt and confirm that your complaint has moved to the formal stage.

Assign a senior member of staff, not previously involved in the issue wherever possible, to review your case.

Carry out a more detailed investigation, which may include speaking to the removal team, reviewing schedules, job sheets and any evidence supplied by you.

We will aim to provide a written response setting out our findings, any factors considered, and any action we propose to take. Our response will also explain our reasoning so you can understand how we reached our decision.

Stage Three: Further Review

If, after receiving our formal response, you still feel that your complaint has not been resolved fairly, you may request a further review. This is appropriate where you believe:

We did not consider important information.

Our decision is not consistent with the facts.

We did not follow this Complaints Procedure correctly.

In this stage, a more senior person within Man and Van Bermondsey will reconsider your complaint. They will review all previous correspondence and any new information you wish to provide. Following this review, we will issue a final response, clearly stating our position and any final offer or proposed resolution.

Timeframes

We aim to deal with complaints as quickly as possible, while also taking the time needed to investigate properly. Timeframes may vary depending on the complexity of the issue, but our general approach is:

To acknowledge your complaint promptly.

To provide a substantive response or update within a reasonable time.

To keep you informed if additional time is needed to gather information, obtain statements or assess any loss or damage.

Where delays occur, we will explain the reason and give an indication of when you can expect a further update.

Our Commitment to Fairness

Throughout the complaints process, Man and Van Bermondsey is committed to treating customers with respect, listening carefully to concerns and providing honest explanations. If we have made a mistake, we will acknowledge it and seek to put things right appropriately, which may include an apology, corrective work, or a review of charges where justified.

We also expect our customers to engage with us in a reasonable and respectful way, and to provide any information or evidence needed to help us understand and resolve the complaint.

Using Feedback to Improve Our Service

Complaints and customer feedback are an important part of how we maintain and improve our removals and man and van services. We regularly review complaints to identify patterns, training needs and opportunities to strengthen our procedures, communication and handling of customers’ belongings.

By following this Complaints Procedure, we aim not only to resolve individual issues but also to continually enhance the overall service provided by Man and Van Bermondsey.