Complaints Procedure

Man with Van Chiswick Complaints Procedure

Man with Van Chiswick is committed to providing a reliable, professional and friendly removal service. We understand that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern about our services, what we will do in response, and the standards you can expect from us throughout the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to give all customers a clear, fair and transparent way to tell us when something has gone wrong. It applies to all services provided by Man with Van Chiswick, including home removals, flat moves, office relocations, man and van transport and related loading, unloading and packing services.

We use feedback and complaints to improve our services, train our team and reduce the likelihood of similar issues occurring again.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service that requires a response. This can include, but is not limited to:

Concerns about the conduct, attitude or behaviour of our drivers or removal team during a move.

Issues relating to punctuality, such as late arrival or delayed completion of a job without adequate communication.

Disagreement about the quality of the removal service, including loading, unloading, packing or transport.

Concerns about damage to property or belongings during a move, including how such issues were handled at the time.

Disputes about charges, quotations, invoicing or additional fees connected with a removal service.

Any other situation in which you believe we have not met the standard of service that you reasonably expected from a professional removal company.

How to Make a Complaint

You can make a complaint in writing or verbally. We encourage you to provide as much detail as possible so that we can investigate properly. When making a complaint, please include:

Your full name and the address where the service took place.

The date of your move and, if known, the approximate start and finish times.

A clear description of what went wrong, including any relevant circumstances.

Details of any damage, loss or inconvenience you believe occurred as a result.

Any supporting information you may have, such as photographs, notes or reference numbers.

What outcome you are seeking, for example an explanation, an apology or consideration of compensation.

If you raise your concerns verbally at the time of the move, the team on site will do their best to put matters right immediately. However, if the issue cannot be resolved on the day or you are not satisfied with the initial response, you should make a formal complaint following this procedure.

Time Limits for Making a Complaint

We ask that complaints are made as soon as reasonably possible after the event. For issues relating to damage or loss of items during a removal, it is important that you notify us promptly once you become aware of the problem. Timely notification helps us investigate more effectively and, where applicable, liaise with any third parties such as insurers.

How We Will Handle Your Complaint

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

Acknowledgement: We will acknowledge your complaint and confirm that it is being reviewed. If we need further information to understand the issue, we will ask you for clarification.

Investigation: We will investigate the matter by reviewing job records, speaking to the staff involved and considering any evidence you have provided. We may contact you for additional details during this stage.

Assessment: We will assess whether our service met our internal standards and any commitments we made to you at the time of booking. Where appropriate, we will identify what went wrong and why.

Outcome: Once the investigation is complete, we will provide you with a clear response. This response may include an explanation of what happened, an apology where we have fallen short, and any steps we propose to take to resolve the matter.

Possible Outcomes and Remedies

Depending on the nature of your complaint and the findings of our investigation, possible outcomes may include:

A detailed explanation of events and why certain decisions were made during your move.

A formal apology where we have not delivered the level of service that you were entitled to expect.

Practical steps to put things right, where this is possible.

Consideration of financial remedies or contributions towards loss or damage where appropriate and in line with our terms and conditions.

Changes to internal processes, staff training or guidance to improve our removal and transport services in the future.

Customer Responsibilities During the Process

To ensure that your complaint is handled efficiently and fairly, we ask that you:

Provide accurate and complete information about what happened.

Respond to any reasonable requests for further details within a reasonable time.

Treat our staff with respect and allow them the opportunity to investigate and respond.

Retain any relevant evidence, such as photographs of alleged damage or correspondence about the booking.

Confidentiality and Data Protection

We will handle your complaint and any personal information you provide with care and confidentiality. Details of your complaint will only be shared with staff who need the information to investigate and respond. Any personal data will be processed in line with our obligations under relevant data protection laws.

Continuous Improvement

All complaints and serious service issues are reviewed by management at Man with Van Chiswick. We analyse trends, identify recurring problems and take action to improve how we plan and deliver our moves. Learning from complaints is an important part of maintaining high standards for our removal and man and van services.

Review of this Procedure

This complaints procedure is reviewed regularly to ensure it remains clear, effective and appropriate for the range of services we provide. We reserve the right to update or amend the procedure to reflect changes in our operations, legal requirements or best practice within the removal industry.

If you have any queries about this complaints procedure or how it applies to your situation, you can contact us and request clarification before or after making a formal complaint.