Man and a Van Bermondsey Complaints Procedure
This Complaints Procedure explains how Man and a Van Bermondsey manages and resolves concerns about our moving and removal services. We aim to provide a clear, fair and accessible process so that any issues can be raised and addressed promptly.
We value feedback from all customers who use our man and van and local removals services. Complaints help us understand where we can improve and ensure that service standards remain high across our operations.
Our Commitment to Handling Complaints
We are committed to dealing with every complaint in a professional, respectful and timely manner. Our main objectives when handling a complaint are to:
Listen carefully to the concerns raised
Investigate the matter thoroughly and impartially
Provide a clear explanation of what happened
Offer practical solutions or remedies where appropriate
Use the outcome to improve our removal services and customer care
We will never treat you unfavourably because you have made a complaint.
What This Procedure Covers
This procedure applies to complaints about our man and van and removal services, including but not limited to:
Domestic and small office moves
Packing, loading, unloading and transport of goods
Conduct, attitude or professionalism of our staff or drivers
Timekeeping, arrival windows and communication during a move
Quality of service, including care taken with property and items
Billing, charges and information provided before booking
If your concern relates to potential damage, loss or insurance, we may ask for additional information or evidence so we can complete a proper assessment.
How to Make a Complaint
You can raise a complaint in writing. Please provide as much detail as possible so that we can investigate effectively. When submitting your complaint, include:
Your full name and how we should contact you
The date of your move or booking
The address where the service took place
A clear description of what went wrong
Names of any staff involved, if known
Any supporting information, such as photographs, inventories, or notes
The more information you can provide at the outset, the easier it will be for us to understand the situation and respond accurately.
Stage One: Initial Complaint Review
Once we receive your complaint, we will record it and begin our initial review. Our aim at this stage is to:
Acknowledge receipt of your complaint
Clarify any details if necessary
Assign your complaint to the appropriate person for investigation
We will normally acknowledge your complaint within five working days. In our acknowledgement, we will confirm that we are investigating and provide an estimated timeframe for our full response.
Stage Two: Investigation and Response
The person investigating your complaint will gather all relevant information, which may include:
Speaking to team members involved in your move
Reviewing booking details, job sheets and notes
Considering any photographs and documents you have provided
Assessing our service against our usual standards and terms
Once the investigation is complete, we will send you a written response. This will normally include:
A summary of your complaint as we understand it
What we have investigated and the information we considered
Our findings and whether we believe something went wrong
Any actions we have taken or propose to take to resolve the matter
Where appropriate, this may include an apology, an explanation, corrective action, service improvements or other remedies that we consider fair in the circumstances.
Stage Three: Escalation of Your Complaint
If you are not satisfied with the outcome or how your complaint was handled, you may ask for a further review. To do this, please respond in writing, explaining:
Why you remain dissatisfied with our response
Which parts of our findings you disagree with
Any additional information or evidence you would like us to consider
Your request for escalation will be reviewed by a senior member of our team who was not previously responsible for your move. They will reconsider the complaint, the investigation and the original decision. We will then provide a final written response outlining our conclusions and any further steps available to you.
Timeframes for Handling Complaints
We aim to handle complaints as quickly as reasonably possible, while still carrying out a thorough review. As a guide:
We will normally acknowledge your complaint within five working days
We will usually provide a full written response within twenty working days of acknowledgement
If the matter is complex or requires more time, we will keep you informed and provide an updated timescale
Where a complaint is escalated, we will advise of the expected timeframe for a final review.
Fairness and Confidentiality
All complaints are treated confidentially. Information will only be shared with team members who need it to investigate and respond to your concerns. We will handle your personal data in line with applicable data protection requirements and only retain complaint records for as long as necessary.
We are committed to making our complaints process accessible. If you need any adjustments when raising a complaint or receiving our responses, please let us know and we will do our best to assist.
Using Feedback to Improve Our Service
Every complaint is an opportunity for us to review our work and identify improvements. We regularly review complaint outcomes to:
Highlight any recurring issues in our moving and man and van services
Update our training for drivers and removal teams
Refine our booking processes, communication and customer information
Improve how we protect and handle customers belongings during moves
Our goal is to ensure that customers across our service area receive reliable, careful and considerate support whenever they move home or premises.
Keeping This Procedure Up to Date
Man and a Van Bermondsey may update this Complaints Procedure from time to time to reflect changes in legislation, industry practice or our own internal processes. Any updated version will apply to new complaints from the date it is published.
If you have any questions about this Complaints Procedure or how it applies to your situation, you can contact us using our usual contact details and we will be happy to explain any part of the process.
