Complaints Procedure

Man and Van Stockwell Complaints Procedure

Man and Van Stockwell is committed to providing reliable, professional and considerate moving and removal services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right and improve the way we work.

This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage. It applies to all customers who use our man and van and removal services.

Our commitment to you

We aim to handle all complaints fairly, consistently and as quickly as reasonably possible. We will treat you with respect, listen carefully to your concerns and keep you informed throughout the process. We also use feedback and complaints to review our training, systems and day-to-day working practices, helping us continually improve our moving and delivery services.

What counts as a complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not, that requires a response. This may include concerns about punctuality, conduct of our team, handling of goods, quality of packing, damage or loss, charges and billing, communication before, during or after your move, or any aspect of how our services have been delivered.

If you are unsure whether your concern is a complaint, please raise it with us anyway. We would rather hear from you so we can provide clarification, reassurance or a solution.

How to raise a complaint

You can raise a complaint verbally or in writing. Wherever possible, we encourage you to raise any concern as soon as you become aware of it, ideally on the day of your move or shortly afterwards. This makes it easier for us to investigate and resolve the issue promptly.

When submitting your complaint, please provide as much relevant information as you can, including your full name, the date of your move or service, the service location or collection and delivery addresses, a clear description of what went wrong, details of any damage or loss where applicable, and what outcome you are seeking. If you have supporting information, such as photographs of damage, inventories, or written notes, please keep these safe as they may assist our investigation.

Stage one: Initial resolution

In the first instance, we aim to resolve most issues informally and quickly. If you raise your concern on the day of the move, our driver or team leader will do their best to address it there and then. For example, they may be able to adjust how items are handled, clarify what has been agreed, or take immediate steps to prevent further issues.

If your complaint is made after the service has taken place, it will be logged and passed to the appropriate person within the business. We will acknowledge your complaint and may contact you to clarify details, ask for additional information, or discuss possible solutions.

Stage two: Formal investigation

If your complaint cannot be resolved informally, or if it relates to more serious matters such as alleged loss or damage to goods, it will move to a formal investigation. At this stage, we will review your account of events, any photographs or evidence you provide, job notes and booking details, staff statements and schedules, and any relevant policies and terms that applied to your booking.

Our aim is to complete this investigation within a reasonable timeframe. If the matter is complex or requires further enquiries, we will let you know and keep you updated on progress. Once the investigation is complete, we will provide a written or verbal response explaining our findings, any decision we have reached, and any steps we are proposing to take.

Remedies and outcomes

Where we identify that our service has fallen below the standards we aim to deliver, we will consider appropriate remedies. These may include an explanation and apology, corrective action to put things right where possible, service improvements to prevent a recurrence, or other forms of redress in line with our terms and any applicable limitations.

All outcomes will be based on the facts available, the information provided by both you and our team, and the contractual terms agreed at the time of booking. We will explain clearly how we have reached our decision.

In cases of damage or loss

If your complaint involves alleged damage to your property or belongings, or loss of items, it is important that you notify us as soon as possible. In many situations, we may need photographs, a clear description of the items, details of their condition before the move, and any relevant receipts or valuations if available.

We will assess the circumstances carefully, taking into account how items were packed, access conditions at the addresses, any pre-existing damage, and any specific instructions or limitations agreed in writing. Where appropriate, we may request additional information to assist our assessment.

If you are still unhappy

If, after our formal investigation and response, you remain dissatisfied, you may ask for your complaint and our decision to be reviewed. In doing so, please explain why you are unhappy with the outcome and if there is any additional information that you feel has not been considered.

We will review the complaint again, taking a fresh look at the information available. If we uphold our original decision, we will explain the reasons clearly. If we reach a different conclusion, we will amend our response accordingly.

Time limits and fairness

We encourage customers to raise complaints as soon as possible after the service has been provided, especially in matters involving time-sensitive evidence such as access issues or the condition of goods. While we will always try to be helpful, the passage of time may affect what we can reasonably investigate or verify.

We also expect our staff and customers to behave respectfully throughout the complaints process. We will not tolerate abusive, threatening or discriminatory behaviour and may decide to limit contact or bring communication to an end if it becomes unreasonable.

Using feedback to improve our service

All complaints and significant concerns are recorded and reviewed at management level. Trends or recurring issues are identified so that we can make improvements to our training, planning, communication and day-to-day procedures for our man and van and removal services.

By sharing your experience with us, you help Man and Van Stockwell develop more efficient and reliable moving solutions, reduce the chance of similar problems happening again, and maintain high standards for all customers.

Keeping you informed

Throughout the complaints process, we will aim to keep you updated at key stages and notify you of the outcome as soon as a decision has been reached. If there is likely to be any delay, we will explain the reason and provide an indication of when you can expect a further update.

We appreciate the time you take to let us know when something has gone wrong, and we are committed to handling every complaint in a professional, consistent and fair manner.