Complaints Procedure

Man with Van Southgate Complaints Procedure

Man with Van Southgate aims to deliver a reliable, professional and courteous removal service for all customers. We recognise that, on occasion, things may not go to plan. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at every stage. Our goal is to resolve issues fairly, consistently and as quickly as possible.

Purpose and Scope of this Complaints Procedure

This procedure applies to all domestic and small business customers who use our man and van or removal services. It covers complaints about any part of our service, including booking arrangements, communication, conduct of team members, handling of goods, punctuality, vehicle suitability, charges and billing, and after-move support.

This procedure does not cover general enquiries, requests for quotations, or routine service feedback that does not involve dissatisfaction. However, feedback given through any channel may still be used to improve our service and prevent future issues.

What We Consider a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of our service, actions or lack of action by Man with Van Southgate or anyone acting on our behalf, where a response or resolution is explicitly or implicitly expected.

We treat all complaints seriously, regardless of the value of the job or the nature of the concern, and we aim to deal with each issue in a professional and respectful manner.

How to Make a Complaint

You can make a complaint using any of the following methods:

Verbal complaint made to a member of our team during or immediately after the move. Written complaint sent to us through our usual written communication channels. Any complaint made through social or public platforms that clearly identifies a specific job and concern.

To help us investigate your complaint efficiently, please provide as much detail as possible, including your full name, the date of your move or booking, the collection and delivery locations, a clear description of what went wrong and when, details of any damage or loss if applicable, and your preferred outcome or what you feel would be a fair resolution.

Time Limits for Submitting a Complaint

We encourage customers to raise any concerns as soon as possible so that we can investigate while details are still clear. As a general guideline, complaints should normally be raised within 14 days of the date of the service, or the date you became aware of the issue. In the case of damage or loss of items, you should notify us as soon as the issue is discovered, ideally within 48 hours of delivery, and retain all relevant evidence such as photographs and packaging.

Our Complaints Handling Stages

We operate a clear, staged approach to complaints handling to ensure fairness and consistency.

Stage one: Frontline resolution. Where possible, we aim to resolve complaints immediately at the point they are raised, either during the move or soon afterwards. A team member may be able to explain what has happened, correct a misunderstanding or offer a practical solution.

Stage two: Formal investigation. If your complaint cannot be resolved informally, or if you prefer a formal review, your complaint will be logged and referred to a manager for investigation. During this stage we will review your account of events, speak to the staff involved, examine any relevant documentation such as booking details, job sheets and photographs, and assess any evidence you provide.

Stage three: Final review. If you remain dissatisfied after the formal investigation, you may request a final review. A more senior member of our team, who has not previously been involved, will reassess the complaint and the outcome reached at stage two.

Timescales for Response

We will acknowledge receipt of your complaint as soon as practicable. Where your complaint is made in writing, we aim to send an acknowledgement within a few working days. For verbal complaints, we will confirm that your concern has been recorded at the time you speak to us or as soon afterwards as possible.

For a formal investigation, we aim to provide a full written response within 14 working days of acknowledging your complaint. If the investigation is likely to take longer, for example where there are complex issues or we need additional information, we will inform you of the reason for the delay and provide an updated timescale.

How We Investigate Complaints

We aim to handle every complaint carefully and objectively. Our investigation may include reviewing booking and job details, speaking with the staff involved in the move, examining photographs or other evidence, and comparing the situation with our published terms and conditions and service standards.

We will focus on understanding what happened, why it happened, how it affected you, and what we can do to put matters right where appropriate. We also consider whether any changes to our processes, staff training or communication are required to prevent similar issues in future.

Possible Outcomes and Remedies

Depending on the nature and circumstances of your complaint, potential outcomes may include an explanation of what went wrong and why, an apology where our service has fallen short, a rectification of the issue where possible, such as completing work that was missed, and in appropriate cases, a financial remedy as set out in our terms and conditions and in line with any applicable insurance arrangements.

Any settlement or remedy will be based on the evidence available, the extent of any loss or inconvenience, and our contractual obligations. We will clearly explain the reasons for any decision.

Escalation and Further Steps

If, after completing our internal complaints process, you remain dissatisfied with the outcome, you may seek independent advice regarding your options. This may include contacting a consumer advice service or exploring alternative dispute resolution where available.

We will cooperate with any legitimate third party or advisory body involved in resolving a dispute, provided we have proper authority to discuss your case.

Confidentiality and Data Protection

All complaints are handled with respect for your privacy. Information relating to your complaint will be shared only with those who need it to investigate and respond. We will handle your personal data in accordance with applicable data protection laws and our privacy practices.

We may use anonymised information from complaints to monitor performance, identify trends and improve the quality of our removals and man and van services.

Continuous Improvement

Man with Van Southgate views complaints as an important source of feedback. We regularly review the types and frequency of complaints received and use this information to refine our procedures, update staff training and enhance the overall customer experience. By following this Complaints Procedure, we aim not only to resolve individual issues, but also to strengthen our service for all customers.