Complaints Procedure

Man with Van Battersea Complaints Procedure

Man with Van Battersea is committed to providing a professional, reliable and friendly removal service. We understand that occasionally things may not go as planned, and we take all complaints seriously. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for dealing with complaints about our man and van and removal services. It applies to all customers who have booked or received services from Man with Van Battersea, whether for home moves, office relocations, or general transport of goods.

We aim to use all feedback, including complaints, to improve the quality, safety and reliability of our services across our operating areas.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our service or conduct, whether justified or not. This may include, for example:

Concerns about punctuality, collection or delivery times, handling of goods, driver or porter behaviour, communication before or during the move, charges or clarity of pricing, or any other aspect of your experience with our removal service.

If you are unsure whether your concern counts as a complaint, you are encouraged to raise it with us so that we can address it promptly.

Our Commitments to You

When you make a complaint to Man with Van Battersea, we will:

Treat you with respect and courtesy at all times, handle your complaint confidentially, and investigate it impartially.

We aim to resolve issues at the earliest opportunity and to maintain a professional relationship with you throughout the process.

How to Make a Complaint

You can make a complaint using any written method that is convenient for you, for example via a written letter or the contact form on our website if available. Verbal complaints can also be made directly to a member of our team; however, we may ask you to confirm the details in writing so that there is a clear record.

When making a complaint, please provide as much information as possible, including:

Your full name, the date and location of the service, your booking reference if available, a clear description of what went wrong, details of any damage or loss, and what outcome you are seeking, such as clarification, an apology or compensation.

Initial Resolution Stage

Where possible, we aim to resolve complaints informally and quickly. If you raise a concern during or immediately after your move, the team on the day or the office representative will try to resolve it straight away.

If the issue cannot be resolved informally, or if you are not satisfied with the initial response, the complaint will move to the formal investigation stage.

Formal Investigation Stage

Once we receive your formal complaint, we will acknowledge it in writing within a reasonable time. The acknowledgment will confirm that we have received your complaint and will outline the next steps in the process.

A designated person within Man with Van Battersea will review the details of your complaint. This may include speaking to the driver or crew involved, reviewing job records, schedules, photographs, inventory lists or any other relevant documentation.

We will aim to provide a written response after completing our investigation. If for any reason we need longer to investigate, we will let you know and explain why more time is required.

Our Response and Possible Outcomes

After investigating your complaint, we will provide a clear written outcome. This will normally include:

A summary of your complaint, details of the steps taken to investigate, our findings, and any actions we propose to take.

Where appropriate, outcomes may include an apology, clarification of our policies, corrective action for future services, practical remedies or, where justified and supported by evidence, a financial settlement in line with our terms and conditions.

If You Are Not Satisfied with the Outcome

If you are unhappy with the outcome of the formal investigation, you may ask for a further review. You should clearly explain which aspects of the decision you disagree with and why.

Where possible, a different person within Man with Van Battersea, not previously involved in the matter, will review your complaint and the earlier decision. They may uphold the original decision, modify it, or reach a different conclusion. We will then provide a final written response to you.

Complaints About Loss or Damage

If your complaint relates to loss of or damage to your belongings during a removal or man and van service, please notify us as soon as possible. Providing photographs, inventory lists and any supporting documents will help us assess the situation more effectively.

All claims relating to loss or damage are handled in accordance with our terms and conditions and any applicable insurance arrangements. We may need to inspect the items or request further evidence before reaching a decision.

Time Limits for Making a Complaint

To help us investigate effectively, you should raise your complaint as soon as reasonably possible after the event, ideally within a short period of your move or service date. Delays in reporting problems may affect what we can do to investigate and resolve them.

Any specific time limits that apply to claims for loss or damage are stated in our terms and conditions. You are encouraged to review these when booking a service.

Using Feedback to Improve Our Services

Every complaint received by Man with Van Battersea is recorded and reviewed. We analyse complaint trends to identify any recurring problems, training needs or operational issues within our removal and man and van services across the areas we cover.

We are committed to continuous improvement and use your feedback, whether positive or negative, to help us deliver a safer, more reliable and more efficient moving experience.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will only be shared with team members who need it to investigate and respond to your concerns. We manage all personal information in line with our privacy practices and applicable data protection requirements.

Review of this Complaints Procedure

Man with Van Battersea reviews this Complaints Procedure regularly to ensure that it remains clear, fair and effective for our customers. Updated versions may be published from time to time to reflect changes in our services, legal requirements or best practice in the removals industry.

If you have any questions about this Complaints Procedure or require assistance in making a complaint, please contact us using the usual communication methods made available to you at the time of booking.