Complaints Procedure

Man and Van Dulwich Complaints Procedure

Man and Van Dulwich is committed to providing a reliable, professional and fair removal service. We recognise that, despite our best efforts, things can occasionally go wrong. When this happens, we want to know about it and to put it right as quickly as possible. This Complaints Procedure explains how you can raise a concern, how we handle complaints, and the timescales you can expect.

Our Commitment To You

We aim to handle all complaints in a way that is fair, consistent and transparent. Every complaint is taken seriously and is treated as an opportunity to review and improve our man and van and household removal services. We will always do our best to resolve issues promptly, keep you informed, and agree practical solutions where possible.

What This Procedure Covers

This procedure applies to complaints about our services, including but not limited to home moves, flat moves, small office relocations, student moves, furniture collection and delivery, loading and unloading, packing assistance, and general man and van work. It is designed for customers who have booked or received services from Man and Van Dulwich.

This procedure does not cover enquiries, quotations, or routine service adjustments that can be resolved informally with our team. If you are unsure whether your concern counts as a complaint, you may still contact us and we will guide you through the appropriate next steps.

Raising A Complaint

We encourage you to raise any concerns as soon as possible so that we can address them quickly. You can make a complaint verbally or in writing. When submitting a complaint, please provide as much detail as you can, including:

The date and time of your move or booking; The collection and delivery addresses; A clear description of what went wrong; Any relevant reference details, such as your booking name; Details of any damage, loss, delay or service problem; The outcome you are seeking, such as an explanation, apology, corrective action, or compensation.

If you raise your complaint on the day of your move, our team on site will try to resolve it immediately where it is safe and reasonable to do so. If the matter cannot be resolved on the spot, it will be escalated to our management.

Time Limits For Complaints

To help us investigate effectively, we ask that you report:

Service concerns, such as lateness or conduct, as soon as possible and ideally within 7 days of your move; Damage to property or possessions as soon as you discover it and ideally within 7 days of the move date; Any potential loss of items as soon as you become aware of it.

We may still consider complaints made after these timescales, but our ability to investigate thoroughly may be reduced if too much time has passed.

How We Handle Your Complaint

We aim to resolve straightforward complaints at the first point of contact, for example by providing an explanation, arranging a return visit, or offering a practical solution. If your complaint is more complex or cannot be resolved immediately, it will follow the formal stages below.

Stage One: Acknowledgement

Once we receive your complaint, we will record it and arrange for an appropriate person to review it. We will acknowledge your complaint as soon as reasonably possible. In the acknowledgement, we will confirm that we have received your complaint and set out the next steps in the process.

Stage Two: Investigation

Your complaint will be investigated by a member of management who was not directly involved in the incident wherever possible. The investigation may include speaking to the removal team, reviewing any photographs or notes taken on the day, checking booking details, and considering any evidence or information you have supplied.

During this stage, we may contact you to clarify details, request further information, or discuss possible solutions. We aim to complete our investigation and provide a full response within a reasonable period, depending on the complexity of the issues raised.

Stage Three: Response And Outcome

After the investigation, we will provide you with a clear and written response. This will normally include:

A summary of the complaint; The findings of our investigation; Any conclusions or decisions reached; Any actions we propose to take, which may include an apology, service improvement measures, corrective work, or a goodwill gesture where appropriate.

Where a claim relates to damage or loss, we may request supporting evidence such as photographs, receipts, or repair estimates before confirming any remedy. Any remedy will be considered in line with our terms and conditions and any applicable insurance arrangements for removal services.

If You Are Not Satisfied

If you are dissatisfied with our response, you can ask for your complaint to be reviewed. In doing so, please explain why you are unhappy with the outcome and what you believe would be a fair resolution. A more senior member of our team, who was not involved in the original decision where possible, will review both your complaint and our response.

Following this review, we will send you a final reply setting out our position. This final reply will mark the end of our internal complaints process. If you remain unhappy after this stage, you may choose to seek independent advice on your options.

Data Protection And Confidentiality

All complaints are handled in line with our obligations under data protection law. Information about your complaint will only be shared with those who need it to investigate and resolve the issue. We keep complaint records securely and use them to monitor the quality of our removal services and identify areas for improvement.

Using Complaints To Improve Our Service

Man and Van Dulwich reviews complaints regularly to identify patterns, recurring issues, and opportunities to improve. Lessons learned may result in further staff training, updates to our procedures for handling property and belongings, better communication around timings, or enhancements to our booking and confirmation processes. By telling us when something has gone wrong, you help us improve the service we provide to all customers.

We value your feedback, whether positive or negative, and we are committed to resolving complaints fairly and constructively so that you can use our man and van and removal services with confidence.