Complaints Procedure
Complaints Procedure for Man and a Van St Johns Wood Removals
This complaints procedure explains how customers can raise concerns about the services provided by Man and a Van St Johns Wood, and how those concerns will be managed. Our aim is to resolve issues promptly, fairly, and transparently, and to use all feedback to improve our home and office removal services.
Purpose of This Complaints Procedure
The purpose of this procedure is to give customers a clear route for raising a complaint about any part of our removal or man and van service. It outlines what counts as a complaint, how to submit it, what information we need, and the steps we will take to investigate and respond. This procedure applies to all services we provide, including local moves, packing assistance, and transport of goods.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services where a customer would like a response or resolution. This may include, but is not limited to:
Concerns about punctuality of our vans or teams
Concerns about the care taken with belongings during loading, transport, or unloading
Issues with how a booking or quotation was handled
Disputes about charges, invoicing, or agreed services
Concerns about conduct, attitude, or professionalism of staff
Any other issue where you feel our service has not met reasonable expectations
We encourage customers to raise issues as soon as possible so that we can investigate while details are still fresh and any evidence is easier to review.
How to Raise a Complaint
Customers can raise a complaint verbally or in writing. Wherever possible, we recommend submitting complaints in writing so that we have a clear record of the issue. Written complaints should include the following information:
Your full name and the address where the service was provided
The date of your move or booking
A clear description of the problem, including relevant times and people involved
Any supporting information such as photographs, item lists, or job reference numbers
Details of any immediate steps already discussed with our team on the day
If you raise a complaint verbally during or immediately after your move, the team member will record the details and pass them to the relevant person for review. You may still be asked to confirm key facts in writing so that we can handle your complaint accurately.
Timescales for Making a Complaint
To help us investigate properly, customers are asked to submit complaints within 14 days of the service date. Complaints received after this time may be more difficult to investigate, particularly in relation to alleged loss or damage, but we will still review them and respond where possible.
How We Handle Your Complaint
Once we receive your complaint, we will follow a structured process to ensure it is handled fairly and consistently:
Acknowledgement
We will acknowledge your complaint as soon as reasonably practical. In this acknowledgement, we will confirm that we have received your concerns and explain the next steps. Where more information is needed, we may ask you for further details to help our investigation.
Investigation
Your complaint will be reviewed by an appropriate member of our team who was not directly responsible for the issue complained about, wherever possible. The investigation may involve:
Reviewing booking records, job sheets, and any photographs
Speaking with staff who were present at the job
Reviewing our vehicle logs and timing records
Assessing any evidence you have provided
Response
Once the investigation is complete, we will provide a written response explaining our findings, any conclusions we have reached, and any proposed resolution. We aim to issue a full response within 14 days of acknowledging your complaint. If the matter is complex and requires more time, we will inform you and give an updated timescale.
Possible Outcomes and Resolutions
Depending on the nature of the complaint and our findings, possible outcomes may include:
An explanation of what happened and why
A sincere apology where our service has fallen short
Steps taken to remedy the situation, where appropriate
Review of our internal processes or staff training
Consideration of goodwill gestures, where appropriate and proportionate
Where claims relate to damage or loss of items, we will review them in line with our terms and conditions, including any limits of liability that apply to removal services.
If You Are Not Satisfied With the Outcome
If you are not satisfied with our initial response, you may ask for the complaint to be reviewed again. In doing so, please explain which parts of our response you disagree with and why. A further review will be carried out by a senior member of our team who will consider whether the original decision should be upheld, varied, or overturned. We will then send you a final written response.
Our Commitment to Fairness and Improvement
Man and a Van St Johns Wood is committed to treating all complaints seriously and handling them with respect, confidentiality, and impartiality. We do not tolerate any form of retaliation against customers who raise genuine concerns. Feedback from complaints is regularly reviewed so that we can identify areas for improvement in our moving services, customer communication, and staff training.
Confidentiality and Data Protection
All complaints will be handled in line with our obligations under data protection law. Information will only be shared with those who need it to investigate and resolve the complaint. We will retain records of complaints for an appropriate period so that we can monitor performance, meet legal requirements, and demonstrate how issues were addressed.
Review of This Complaints Procedure
This complaints procedure is reviewed periodically to ensure it remains accurate, practical, and aligned with good practice in the removals sector. We may update it from time to time to reflect changes in our services, legal requirements, or internal processes.
If you have any concerns about our service, we encourage you to use this procedure. By raising issues with us directly, you give us the opportunity to put things right and continue improving our man and van services for all customers.
