Complaints Procedure for Man and Van Roehampton
Man and Van Roehampton is committed to delivering a reliable, professional and respectful removal service. 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, learn from the experience and continually improve our moving services.
This Complaints Procedure explains how you can raise a concern, what information we need from you, how we will handle your complaint, and the steps we will take to resolve matters fairly and efficiently.
Scope of this Complaints Procedure
This procedure applies to any complaint relating to the services provided by Man and Van Roehampton, including but not limited to domestic moves, student moves, small office moves, packing assistance, loading and unloading, and transportation of items. It covers both one-off moves and repeat bookings.
The procedure is intended for customers who have used our services or have a confirmed booking. General enquiries, quote requests or informal feedback that does not require a formal response will not be treated as complaints under this procedure, although we still welcome and review such feedback.
What We Class as a Complaint
A complaint is an expression of dissatisfaction, whether justified or not, about any aspect of our removal services or the way they have been delivered. This may include concerns about:
Quality of the moving service provided, including punctuality, care of goods, or conduct of staff.
Damage or loss of items during loading, transportation or unloading.
Accuracy of information given prior to the move, such as pricing or service details.
Handling of bookings, amendments or cancellations.
Communication before, during or after the move.
Health and safety issues or behaviour you consider unprofessional or unsafe.
How to Raise a Complaint
You should raise your complaint as soon as possible after the issue arises, so that we can investigate while details are clear and evidence is available. When you contact us to make a complaint, please provide:
Your full name and, where applicable, the name of the person who made the booking.
The date and approximate time of the move or service.
The pick-up and drop-off locations for the removal job.
A clear description of what went wrong and how it has affected you.
Any relevant supporting information you may have, such as photographs, inventory lists or written notes.
You can submit your complaint in writing or by speaking with us directly. If you raise a complaint verbally during the move, the team on site will aim to address your concern immediately where possible, but you may still choose to follow up in writing so there is a clear record of your issue.
Our Stages for Handling Complaints
We aim to deal with every complaint promptly, fairly and consistently. Our complaints handling process usually follows these stages.
Stage 1: Initial Acknowledgement
Once we receive your complaint, we will acknowledge it and confirm that it is being reviewed. If we need more details in order to investigate properly, we may ask you for additional information or clarification about the events, items involved or timings of the move.
Stage 2: Investigation
Your complaint will be reviewed by a member of our management team who was not directly responsible for the issue where possible. They may:
Check booking details, service notes and any relevant documentation.
Speak to the staff members who carried out the move.
Review photographs, messages or other evidence you have provided.
Consider our terms and conditions and any applicable insurance cover.
We will aim to complete this investigation within a reasonable timescale, proportionate to the complexity and seriousness of the complaint.
Stage 3: Response and Outcome
After investigating, we will provide a clear response which sets out:
Our understanding of your concerns.
The findings of our investigation.
Whether your complaint is upheld in full, in part, or not upheld.
Any steps we propose to resolve the matter.
Possible outcomes may include an explanation or apology, corrective action for future services, practical solutions on a case-by-case basis, or signposting you to relevant insurance or further options where appropriate. Any offer of redress will be made in line with our terms and conditions and the evidence available.
Timeframes for Handling Complaints
We aim to acknowledge all complaints within a reasonable time and to provide a full response as soon as practicable. Complex cases, such as those involving disputed facts or high-value items, may take longer to investigate. Where this is the case, we will keep you updated on progress and let you know when you can expect a further response.
Your Responsibilities When Making a Complaint
To enable us to investigate fairly and efficiently, we ask that you:
Raise your complaint as soon as reasonably possible after the issue occurs.
Provide accurate and complete information about the move and the problem encountered.
Retain any relevant items or evidence, such as packaging or damaged goods, where practical.
Communicate with our team in a respectful and constructive manner.
We reserve the right to discontinue communication if a complainant behaves in an abusive, threatening or unreasonable way, while still considering the substance of the complaint wherever possible.
Escalation of Unresolved Complaints
If you are not satisfied with the outcome at the initial stage, you may ask for your complaint to be reviewed again. In such cases, a different member of the management team, where available, will reconsider the information and any new evidence provided. They will then issue a final response on behalf of Man and Van Roehampton.
Once a final response has been provided, we may not be able to re-open the same complaint unless new, significant information comes to light that could materially affect the outcome.
Confidentiality and Data Protection
All complaints are handled in confidence and in line with applicable data protection requirements. Information you provide will be used solely for investigating and responding to your complaint, for improving our services, and for fulfilling any legal or regulatory obligations.
Continuous Improvement
We value feedback from customers who use our man and van and removal services. Complaints help us identify where our procedures, staff training or operational practices can be strengthened. We regularly review complaints and outcomes to identify trends, reduce the likelihood of similar issues occurring in the future, and enhance the overall quality and reliability of our moving services.
By following this Complaints Procedure, Man and Van Roehampton aims to ensure that any concerns you have about your move are taken seriously, investigated thoroughly and resolved as fairly and quickly as possible.
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Opening Hours: Monday to Sunday, 07:00-00:00
Postal code: SW15 2NU
City: London
Country: United Kingdom
Web: https://manandvanroehampton.org.uk/
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