Complaints Procedure

Complaints Procedure for Man with Van Blackheath

Man with Van Blackheath aims to deliver a professional and reliable removal service for every customer. However, we recognise that sometimes things can go wrong. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage. Our goal is to resolve issues fairly, promptly and transparently.

Scope of this complaints procedure

This procedure covers complaints about any aspect of our man and van and removal services, including but not limited to collection, loading, transport, delivery, scheduling, conduct of staff, handling of goods, and administration of bookings and payments. It applies to private and business customers who have used our services or have a confirmed booking with us.

Our commitment to you

When you raise a complaint with Man with Van Blackheath, we will treat you with respect, listen carefully to your concerns and take them seriously. We will handle your complaint confidentially, investigate the issues raised, and provide a clear explanation of the outcome. Where we have made a mistake, we will acknowledge it and work with you to put things right where reasonably possible.

Informal resolution

We encourage customers to raise any issues as soon as possible, ideally on the day of the move or as soon as the problem is noticed. Many concerns can be resolved quickly by speaking directly with the driver or team on site at the time of service. If that is not possible or does not resolve your concern, you can contact our office to discuss the matter informally. We will try to resolve the issue at this stage without the need for a formal complaint.

How to make a formal complaint

If you are not satisfied with the outcome of an informal discussion, or if the matter is serious, you can submit a formal complaint. Please provide your complaint in writing so that we can record and investigate it properly. When submitting your complaint, include the following information where possible:

The date of your move or scheduled service, your full name and address, any booking reference you have, a clear description of what went wrong, when and where it happened, the names or descriptions of any staff involved if known, and any supporting details such as photographs or inventories that help explain the issue.

Written complaints should be marked clearly as a complaint so that they can be directed to the appropriate person for review and investigation.

Time limits for raising complaints

You should raise your complaint as soon as reasonably possible. If your complaint involves damage or loss of items, you should notify us within a reasonable time after the move so that we can inspect, investigate and verify your claim. Delays in reporting may affect what we are able to do to investigate and resolve the matter, particularly where evidence is no longer available.

Acknowledgement of your complaint

Once we receive your formal complaint, we will acknowledge it in writing. In our acknowledgement, we will confirm that we have received your complaint, provide the name or position of the person responsible for handling it, and outline the next steps in the investigation, including any further information we may require from you.

Investigation process

The person handling your complaint will review all relevant information. This may include your written account, statements from our staff, booking records, route and timing information, and any photographs or other evidence available. If necessary, we may contact you to clarify details or request further information.

We aim to conduct the investigation fairly and objectively. This means considering both your account and any information provided by our team, as well as the terms and conditions of the service agreed at the time of booking.

Response times

We aim to provide a full written response to your complaint within a reasonable time after acknowledging it. If the matter is complex or requires more detailed investigation, this may take longer. Where this happens, we will inform you of any delay and give an estimated timescale for our final response.

Outcome and resolution

When the investigation is complete, we will send you a written response explaining our findings. This will set out whether we uphold your complaint in full, in part, or do not uphold it. Where your complaint is upheld, we will explain any steps we propose to take. Depending on the circumstances and subject to our terms and conditions, this may include an apology, corrective action to prevent a recurrence, and where appropriate and justified, a form of compensation or other remedy.

If you remain dissatisfied

If you do not agree with the outcome of your complaint, you can ask us to review the decision. In your request for review, you should explain why you are dissatisfied and provide any additional information you believe is relevant. A more senior member of our team will then reassess the complaint, the investigation, and the outcome. Following this review, we will provide a final written response.

Unreasonable or abusive behaviour

We understand that complaints often arise from stressful situations, particularly during moves. We will always treat you courteously and expect the same in return. We will not tolerate abusive, threatening or discriminatory behaviour towards our staff. In serious cases, we may restrict the way we communicate with you or, where appropriate, cease providing services.

Confidentiality and data protection

All complaints are handled in confidence and only shared with staff who need the information to investigate and resolve the matter. We process any personal information in line with applicable data protection principles. Information provided in connection with a complaint will be kept for as long as necessary to manage and record the issue and to comply with legal and regulatory requirements.

Using this procedure

By setting out this complaints procedure, Man with Van Blackheath aims to provide a clear and fair route for raising concerns about our removal and man and van services. We encourage all customers to use this process if they feel something has gone wrong so that we have the opportunity to understand the issue, learn from it and put things right wherever we reasonably can.