Complaints Process for Man with Van Tooting Customers

Man with Van Tooting is committed to providing a reliable and professional removal and transport service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear about it so we can put things right and prevent similar issues in the future. This complaints procedure explains how to raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to You

We aim to handle every complaint fairly, consistently and as quickly as possible. Our goals are to listen carefully to your experience, investigate the facts, explain what happened, and, where appropriate, offer a suitable resolution. We review complaints regularly as part of our ongoing efforts to improve our man and van and removal services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, pricing or communication, whether justified or not, that requires a response. Common examples include issues with punctuality, handling of goods, conduct of team members, clarity of quotes or invoices, or the general quality of the removal or delivery service provided.

We encourage you to raise concerns as soon as possible so we can address them promptly, ideally close to the date of your move or transport service.

How to Raise a Complaint

You may raise a complaint in writing or verbally. Please provide as much detail as you can so we can investigate effectively. Helpful information includes your full name, the service date, collection and delivery locations, a clear description of what went wrong, and what outcome you are seeking.

If you raise your concern verbally with a driver or team member on the day of the job, they will do their best to resolve the issue immediately. If they cannot, they will record the details and pass them to the person responsible for handling complaints so that your concerns can be followed up.

Stage One – Initial Review and Response

Once we receive your complaint, we will record it in our internal log and begin an initial review. We aim to acknowledge your complaint within a reasonable time, confirming that it has been received and is being looked into.

During this stage we may contact you to clarify details, request photographs of any damage, or ask for copies of relevant documents such as quotes or service confirmations. We may also speak to the staff involved and review any job notes related to your move or transport booking.

After the initial review, we will provide you with a response explaining our understanding of the issue, any findings so far and, where possible, a proposed resolution. In many cases, complaints can be resolved at this first stage.

Stage Two – Detailed Investigation

If you are not satisfied with the outcome at Stage One, you may request that your complaint be escalated for further investigation. At this stage, a more senior member of the team, who was not directly involved in the original job wherever possible, will review the matter.

The detailed investigation may include a more thorough review of timelines, communications, staff statements and any evidence you have provided. We will reassess the initial decision, consider whether the outcome was fair, and check that our procedures were followed correctly.

Following this review, we will send you a reasoned response setting out what we have concluded, the reasons for that conclusion, and any revised offer of resolution, if appropriate.

Possible Outcomes and Resolutions

The resolution we offer will depend on the nature of the complaint and our findings. Possible outcomes can include an apology and explanation, a repeat service where appropriate, a partial refund or other financial adjustment, or a commitment to change or improve our internal processes and staff training.

Our aim is always to reach a fair and proportionate outcome that reflects the circumstances, the terms of the service you booked, and any relevant limitations set out in our service information and booking documents.

Timeframes for Handling Complaints

We strive to respond to complaints promptly. While exact timescales may vary depending on complexity, we aim to acknowledge your complaint within a reasonable period and to provide a substantive response as quickly as possible after we have gathered the necessary information.

If we need more time to investigate, we will let you know and keep you updated on our progress until we are ready to provide a full response.

Your Responsibilities When Making a Complaint

To help us deal with your complaint effectively, we ask that you provide accurate information, keep copies of any relevant documents, and communicate with our team in a respectful manner. We appreciate clear, factual descriptions of what happened and what outcome you are hoping for, as this supports a fair and efficient investigation.

Complaints About Loss or Damage

If your complaint relates to alleged loss of items or damage to your belongings during a removal or man and van service, please raise this as soon as reasonably possible after noticing the issue. Where available, photographs taken before and after the move, packing lists and condition reports can help us assess the situation. Any compensation or remedial action will be considered in line with our service terms and any applicable limitations.

Using Complaints to Improve Our Service

We treat every complaint as an opportunity to review and improve the way we work. Feedback may lead to additional training for team members, changes to how we plan jobs, improvements in how we protect and handle goods, or clearer communication about our removal and transport services and what customers can expect.

By sharing your concerns with us, you help us deliver a more reliable, efficient and professional service to all customers who rely on Man with Van Tooting for local moves, collections and deliveries.

Ending the Complaints Process

Once we have provided our final response, including any offer of resolution, and you have had an opportunity to consider it, the internal complaints process will usually come to an end. If we are unable to reach an agreement, we may signpost you to any external options that could be available, where appropriate, in line with current laws and industry practice.

This complaints procedure is intended to be clear, fair and accessible to all customers. We review it from time to time to ensure it continues to reflect how we operate and the standards we aim to maintain across our man and van and removal services.