Man with Van Catford Complaints Procedure

This complaints procedure explains how Man with Van Catford will handle any concern or dissatisfaction about our removal or man with a van services. Our aim is to resolve issues quickly, fairly and transparently, and to use feedback to improve the way we work.

Our Commitment to Customers

We are committed to providing a reliable, careful and professional service on every move. If you feel we have not met the standards you expected, you have the right to complain and to have your concerns taken seriously. We will listen carefully, investigate thoroughly, and respond in a timely and respectful manner.

Scope of This Complaints Procedure

This procedure covers complaints about our man and van and removal services, including local moves, long-distance moves, packing assistance, loading and unloading, handling of belongings, timekeeping, staff conduct and communication. It applies to both residential and business customers who have booked work directly with Man with Van Catford.

How to Make a Complaint

You should raise your complaint as soon as possible after the issue arises, so that we can investigate effectively. When making a complaint, please provide the following information so we can understand and review your concern:

Your full name and, if applicable, the name of the person who made the booking. The date of the move or service. The collection and delivery addresses. A clear description of what went wrong. Any relevant times, conversations or names of team members involved. Information about any damage, delays or other specific issues. What outcome you would like to see, such as an explanation, apology or compensation where appropriate.

You can make a complaint in writing or verbally. Written complaints help us to keep a clear record of what has happened and how we have responded. If you make a verbal complaint, we may make written notes to ensure accuracy.

Stage One: Initial Informal Resolution

Where possible, we will try to resolve your concern informally at the first point of contact. This may involve speaking to the team member who carried out your move or the person who handled your booking. Many issues can be put right quickly through an honest discussion, explanation or immediate corrective action.

If you are not satisfied with the informal response, or if the issue is more serious, you can ask for your complaint to be treated as a formal complaint under Stage Two of this procedure.

Stage Two: Formal Complaint and Investigation

When your complaint is treated as formal, we will open a complaint file and begin a structured investigation. We will acknowledge that we have received your complaint within a reasonable timeframe. In our acknowledgement, we will confirm that we have logged your complaint and explain the next steps in the process.

We will then investigate your complaint by reviewing booking details, service notes, schedules, photographs, any damage reports and statements from the staff involved. We may also ask you for further information or clarification. This helps ensure that our findings are accurate and fair to everyone concerned.

Once the investigation is complete, we will send you a written response setting out:

A summary of your complaint as we understand it. Details of the investigation we have carried out. Our findings and any relevant explanation. Any actions we will take, which may include an apology, service correction, training measures or, where appropriate, compensation or goodwill gestures.

Timeframes for Handling Complaints

We aim to acknowledge complaints promptly and to provide a full response within a reasonable period, taking into account the complexity of the issue. Some complaints, such as those involving alleged loss or damage to goods, may require additional time to investigate thoroughly. If we cannot provide a full response within our normal timeframe, we will let you know and explain when you can expect a final reply.

Complaints About Loss or Damage

If your complaint concerns loss of or damage to your belongings, please report this to us as soon as possible. To help us assess your claim, we may ask for photographs, descriptions of the items affected, purchase information or repair estimates. We will review our records of the move, including any notes made by the crew, to determine what happened and whether our service failed to meet our obligations.

Any settlement or contribution towards repair or replacement will be considered in line with our terms and conditions and any applicable limitations or exclusions that were in place at the time of your booking.

Escalating Your Complaint

If you remain dissatisfied after receiving our formal response, you may ask for your complaint to be reviewed by a more senior member of our team. When you do this, please explain why you are unhappy with the outcome and what you believe would be a fair resolution.

The senior review will focus on whether the original investigation was complete and whether our decision was reasonable in light of the information available. After this review, we will provide you with our final position on the matter.

Unreasonable or Vexatious Complaints

We are committed to treating all customers with respect, and we expect the same in return. We may decline to consider or continue with a complaint if it is pursued in an aggressive, abusive or unreasonable manner, or if it is clearly malicious. In such cases, we may restrict or end communication about the complaint.

Using Feedback to Improve Our Service

All complaints and serious service concerns are recorded and reviewed regularly. We use this information to identify patterns, training needs and opportunities to improve our planning, communication and handling of customer belongings. Even when a complaint is not upheld, we still consider what we can learn from the experience.

Review of This Procedure

This complaints procedure is reviewed periodically to ensure that it remains clear, fair and effective. We may update it in response to changes in our services, customer feedback, or relevant legal or regulatory requirements.

By setting out a clear process for raising and resolving complaints, Man with Van Catford aims to give every customer confidence that their concerns will be handled with care, professionalism and integrity.