Man with Van Dulwich Complaints Procedure

Man with Van Dulwich is committed to delivering reliable and professional removals and man and van services. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our services, how we will respond, and the steps we will take to resolve matters fairly and promptly.

Our Commitment to You

We aim to provide a straightforward and transparent process for handling complaints. When you make a complaint, we will treat you with respect, listen carefully to your concerns, and seek to resolve the issue as quickly as we reasonably can. We use feedback to review and improve our domestic and commercial moving services across our operating area.

What Is a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about the service you have received from Man with Van Dulwich. This may relate to the booking process, communication, conduct of staff, timing, handling of goods, charges, or any other aspect of our removal and transport services.

Raising a Complaint

If you are unhappy with any part of our service, we encourage you to tell us as soon as possible so we can try to put things right. In the first instance, please raise your concern with the member of staff you have been dealing with, or with the driver or team leader on the day of your move. Many issues can be resolved quickly and informally at this stage.

If your concern is not resolved informally, or you prefer not to raise it with our staff on the day, you can submit a formal complaint. Please provide your full name, the date of the service, your booking reference if available, and a clear description of the issue. Include any relevant details such as times, locations, the nature of the service provided, and any supporting information that may help us to understand what happened.

Time Limits for Making a Complaint

To help us investigate effectively, we ask that you make your complaint as soon as reasonably possible after the event. Where your complaint relates to alleged damage or loss of items during a removal, we encourage you to notify us promptly so that we can review the circumstances while information is still fresh and any evidence can be collected.

How We Will Handle Your Complaint

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. We will then allocate your complaint to a responsible person who has the authority to investigate and respond. We may contact you for further information or clarification to ensure that we fully understand your concerns.

We will investigate the issues you have raised, which may include speaking to the staff involved, reviewing booking records, schedules, and any relevant documentation. Our aim is to provide you with a clear and fair response that addresses the points you have raised and sets out any actions we propose to take.

Response Times

We aim to provide a full response to your complaint within a reasonable period of time, taking into account the complexity of the issues involved. If we are unable to provide a complete response within this period, we will inform you of the delay and let you know when you can expect a final reply.

Outcomes and Remedies

Following our investigation, we will explain our findings and any conclusions we have reached. Where we consider that our service has fallen below the standards we aim to deliver, we will apologise and, where appropriate, explain what we will do to prevent similar issues in the future. Depending on the circumstances, we may offer practical solutions or other forms of redress in line with our terms and conditions and any applicable limitations relating to our removal and transport services.

Escalating Your Complaint

If you are not satisfied with our initial response, you may request that your complaint is reviewed at a higher level within Man with Van Dulwich. Please explain why you remain dissatisfied and what outcome you are seeking. We will then arrange for a further review, which may involve re-examining the evidence, seeking additional information, or clarifying aspects of our earlier response.

After this review, we will provide you with a final position on your complaint. At this stage, we will confirm whether we are upholding, partially upholding, or not upholding your complaint and the reasons for our decision.

Complaints Involving Property Damage or Loss

Where your complaint relates to alleged damage to property or loss of items during a move, we may ask you to supply photographs, inventories, or other evidence to support your claim. We may also request access to inspect any damage where this is practical and proportionate. All such complaints will be handled with care and in accordance with our service terms, any agreed coverage, and any statutory rights that may apply.

Respectful Communication

We understand that moving home or premises can be stressful, and we recognise that you may feel frustrated if something goes wrong. Our team is committed to treating all customers with courtesy and respect, and we ask that you communicate with us in the same way. We will not tolerate abusive, threatening, or discriminatory language or behaviour towards any member of staff.

Using Complaints to Improve Our Service

Man with Van Dulwich values feedback from customers across our service area, including local and longer-distance moves. We review complaints periodically to identify trends, training needs, and opportunities to enhance our booking systems, communication, vehicle scheduling, and handling of goods. This helps us to maintain and improve the quality and reliability of our removals and man and van services.

Changes to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our operations, legal requirements, or best practice for handling customer concerns. The version published on our website will always be the most current statement of how we manage and respond to complaints.