Complaints Procedure
Complaints Procedure for Man and a Van Chiswick
Man and a Van Chiswick is committed to providing a reliable and professional removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so that we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.
Our Commitment to You
We aim to handle every complaint fairly, consistently and as quickly as reasonably possible. We will always treat you with respect, listen carefully to your concerns and keep you informed about the progress of your complaint. Our goal is to resolve issues to your satisfaction wherever we reasonably can and to learn from any mistakes.
What This Procedure Covers
This procedure applies to complaints about our removals and man and van services, including local moves, house and flat removals, office moves, packing and loading, and transport of goods. It covers issues such as service quality, punctuality, conduct of staff, handling of belongings, damage to property and accuracy of information provided before or during your move.
If your concern relates to a legal or insurance matter, or to something outside our control, we will explain this clearly and advise you on the most appropriate next steps where possible.
Before Making a Formal Complaint
Many issues can be resolved quickly by speaking directly with the team handling your booking or move. If you experience a problem on the day of your removal or during the booking process, please raise it with the driver or coordinator at the time. They will do their best to correct the issue immediately, such as adjusting timings, clarifying agreed work, or taking extra care with specific items.
If your concern is not resolved informally, or you prefer a more formal approach, you can follow the steps below.
How to Make a Complaint
Please provide your complaint in writing so that we can record all details accurately. Include your full name, the date of your move or booking, your booking reference if available, and a clear description of what went wrong. It is helpful if you can tell us what outcome you are seeking, such as an explanation, apology, corrective action or compensation in line with our terms and conditions.
You may also include any supporting information such as photographs of damage, an inventory of affected items, or notes of conversations with our staff. The more detail you provide, the easier it will be for us to investigate thoroughly.
Stage One: Acknowledgement and Initial Review
Once we receive your written complaint, we will acknowledge it within five working days. In this acknowledgement, we will confirm that we have received your complaint, summarise our understanding of the issues, and provide an estimated timescale for a full response.
At this stage, we will review your booking details, job notes and any information from the crew involved. If we need more information from you to understand the situation, we will ask for it as early as possible.
Stage Two: Investigation and Response
A manager or senior member of our team will investigate your complaint. This may involve speaking with the staff who worked on your move, reviewing photographs or documentation, and comparing events with our service standards and terms.
We aim to provide a written response within 20 working days of acknowledging your complaint. If the investigation is likely to take longer, for example if we are awaiting information from third parties, we will update you on the revised timescale and explain the reason for the delay.
Our response will normally include a summary of your complaint, the findings of our investigation, our decision on whether the complaint is upheld in full or in part, any actions we will take to put matters right, and what we will do internally to reduce the chance of similar issues happening again.
Possible Outcomes
Depending on the nature of the complaint and our findings, outcomes may include an explanation or clarification, a formal apology, corrective work where appropriate, a goodwill gesture or compensation assessed in line with our terms and conditions, or changes to our internal processes, training or service delivery.
Where damage to goods or property is involved, any settlement will be subject to our contractual limitations, evidence provided, and any applicable insurance arrangements. We will explain clearly how any offer has been calculated.
Stage Three: Escalation and Review
If you are not satisfied with our Stage Two response, you may request an internal review. Please set out why you remain unhappy, and what outcome you are seeking, and ask for your complaint to be escalated.
Your complaint will then be reviewed by a senior person who has not previously been involved in the case. They will reconsider the details of your complaint, the investigation and the response already given. They may contact you for further information if needed.
We will aim to provide a final written response to your escalated complaint within 20 working days of acknowledging your request for escalation. This response will explain whether our original decision is upheld or modified and whether any further actions will be taken.
Time Limits for Making a Complaint
To allow us to investigate effectively, we ask that you raise any complaint as soon as possible after the issue arises. For physical damage to items or property linked to a removal, we ask that you notify us in writing within a reasonable time after the move, once you have had an opportunity to inspect your belongings.
Complaints raised after a long delay may be more difficult to investigate fully, particularly if evidence is no longer available. However, we will still review your concerns and do what we reasonably can to assist.
Using This Procedure
This Complaints Procedure is designed to be fair and accessible for all customers of Man and a Van Chiswick, whether you are moving a single item or an entire property. By following the steps set out above, you help us understand what went wrong, address your concerns and continue to improve our local removals and man and van services.
We are grateful for all feedback, both positive and negative, and we take every complaint seriously. Your comments help us to maintain and enhance the standards that customers expect when choosing a removal company.
