Man With a Van Balham Complaints Procedure

This Complaints Procedure explains how customers of Man With a Van Balham can raise concerns about our removal and transport services, how those concerns will be investigated, and the steps we will take to put matters right where possible. We are committed to handling all complaints fairly, promptly and professionally.

Our Commitment to You

We aim to provide dependable man and van and small removals services across our operating area. If we fall short of your expectations, we want to know. Complaints are treated as an opportunity to review our performance, correct mistakes and improve our services. We will always aim to:

Listen carefully to what went wrong from your perspective.

Treat you with respect and courtesy at all times.

Investigate your complaint objectively and thoroughly.

Explain our findings clearly in plain language.

Offer an appropriate remedy where we are at fault.

Use feedback to improve our working practices and staff training.

What This Procedure Covers

This procedure applies to complaints about our man and van and removal services, including but not limited to:

The standard of packing, loading, transport or unloading.

Timekeeping, delays or missed appointments.

Conduct, behaviour or attitude of our drivers, porters or representatives.

Loss of, or damage to, your belongings in our care.

Clarity and accuracy of quotes, charges and invoicing.

Communication before, during or after your move.

If your concern relates to something outside our control, we will explain this clearly and, where possible, suggest how you may be able to resolve it.

How to Make a Complaint

You can raise a complaint verbally or in writing. We recommend putting it in writing so that there is a clear record of the details. When making a complaint, please provide the following information so that we can investigate efficiently:

Your full name and the address where the service took place.

The date of your move or booking and any reference details you have.

A clear description of what went wrong and when it happened.

Details of any damage or loss, including item descriptions and estimated value where possible.

Any evidence you have, such as photographs, delivery notes, or written communication.

What outcome you would consider to be a fair resolution.

If you raise your complaint verbally during or immediately after the service, the driver or team on site will do their best to address any issues there and then. If the matter cannot be resolved on the spot, it will be passed to a manager for follow-up.

Time Limits for Reporting Complaints

To help us investigate properly, we ask that you notify us of any complaint as soon as you become aware of the issue. For physical loss or damage to goods, we ask that you tell us as soon as reasonably possible after the service has been completed. Delays in reporting may affect what we are practically able to do to investigate and resolve your complaint.

How We Handle Your Complaint

Once we receive your complaint, we will follow these steps:

Acknowledgement. We will acknowledge your complaint as soon as reasonably practicable. If you raised it verbally, we will confirm that it has been logged.

Initial review. We will review the information you have provided, check our records, and, where relevant, speak to the staff who carried out the work.

Investigation. We may request further details or evidence from you if needed. We may also review photographs, notes, job sheets, and any relevant documentation.

Decision and response. Once our investigation is complete, we will write to you explaining our findings, any decision we have reached, and what we can offer to resolve the matter.

Timeframe. We aim to provide a full response within a reasonable period, depending on the complexity and nature of the complaint. Where we cannot give a final response within that time, we will let you know and explain the reasons for any delay.

Possible Outcomes and Remedies

Where we find that we are at fault, we will consider appropriate remedies. Depending on the circumstances, this may include one or more of the following:

A sincere apology and explanation.

Corrective action, such as revisiting the property to complete agreed work where feasible.

A goodwill gesture, where appropriate.

In cases involving proven loss or damage, a contribution to repair or replacement costs, in line with our terms and conditions and any applicable limitations of liability.

Any remedy offered will take into account our contractual responsibilities, any evidence provided, the value of the goods, and whether any contributing factors were outside our control, such as inadequate packing not carried out by us or pre-existing damage.

When We May Not Uphold a Complaint

There may be times when, after careful investigation, we conclude that your complaint cannot be upheld. This may be because we find that:

Our team acted in accordance with our agreed terms and conditions.

The issue arose from circumstances beyond our reasonable control.

There is insufficient evidence to support the claim.

In such cases, we will explain our reasoning clearly and provide any relevant information that informed our decision.

Escalating a Complaint

If you are not satisfied with our final response, you may ask for your complaint to be reviewed by a more senior member of our team. When you do so, please explain why you disagree with the outcome and provide any additional information you feel has not been considered. The senior review will focus on whether the complaint was handled fairly and in line with this procedure and our terms.

Unreasonable or Abusive Behaviour

We understand that moving can be stressful and that problems can be upsetting. However, we expect all customers to treat our staff with respect. We may limit or cease communication where a customer behaves in a threatening, abusive or persistently unreasonable way. This will not affect our duty to consider any valid complaint, but we may choose to communicate only in writing or through a nominated representative.

Recording and Using Complaints

All complaints are recorded and monitored. We review complaint data regularly to identify patterns, recurring issues or areas where our removal services could be improved. This may lead to additional staff training, changes to our processes, or revisions to our customer information. By raising a complaint, you help us to provide a more reliable and efficient man and van service across our operating area.

Changes to This Procedure

We may update this Complaints Procedure from time to time to reflect changes in our services, internal processes or relevant regulations. The version in force at the time you raise your complaint will apply.