Complaints Procedure
Complaints Procedure for Wandsworth Man and Van
Wandsworth Man and Van is committed to providing reliable, professional and courteous removal and man and van services. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern with us, how we will respond, and what you can expect throughout the process.
Our Commitment to Handling Complaints
We treat all complaints seriously and see them as an opportunity to review and improve our services. Our aims when dealing with any complaint are to:
Listen carefully to your concerns and understand what has gone wrong from your perspective.
Investigate the matter fairly and promptly.
Provide a clear explanation of what we find and what we will do to put things right where appropriate.
Use feedback to help us improve our removal and man and van services for future customers.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, vehicles, charges, communication or the way a move or delivery has been handled, where you would like a response or resolution. This can include, for example:
Concerns about punctuality, handling of goods, conduct of staff or the quality of packing and loading.
Issues with the way your booking or quote was managed.
Disputes about charges, waiting times or additional costs.
Concerns about damage, loss of items or service levels during a local or longer distance move.
How to Make a Complaint
You can raise a complaint in writing. Written complaints help ensure we have full and accurate details of your concerns and can investigate thoroughly. Please include:
Your full name and the name on the booking.
The date and approximate time of the job or removal service.
The address where the service took place and the destination address if relevant.
A clear description of what happened, including any damage, delays or service issues.
Any supporting information such as photographs or an inventory of affected items.
What outcome you are seeking, such as an explanation, apology, corrective action or consideration of compensation.
If you initially raise a concern verbally during or immediately after the service, we will try to resolve it on the spot where possible. If you remain dissatisfied, we ask that you follow this written procedure so that we can review your complaint in full.
Time Limits for Making a Complaint
We recommend that you submit your complaint as soon as possible after the service. Reporting issues promptly helps us to investigate more effectively, especially in relation to removal work, handling of items and access conditions at the property.
Where your complaint relates to loss or damage, please provide details as soon as you become aware of the problem. We may ask for photographs and descriptions of affected items to support any review we carry out.
How We Will Handle Your Complaint
Stage 1: Acknowledgement
Once we receive your written complaint, we will send you an acknowledgement to confirm that it has been received and is being reviewed. We aim to do this within a reasonable period of time.
Stage 2: Investigation
Your complaint will be investigated by a member of our management team who was not directly responsible for the work in question wherever possible. As part of the investigation we may review job records, vehicle logs, staff statements, photographs and any other relevant information, including your own account of events.
Stage 3: Response
After investigating, we will write to you with our findings. Our response will aim to:
Summarise the complaint and the issues you raised.
Explain what we have looked into and what we have found.
State whether your complaint is upheld in full, in part or not upheld.
Set out any steps we will take to put things right, which could include an apology, corrective action on future jobs, or in some cases financial consideration in line with our terms and conditions and any applicable limits of liability.
We aim to provide a full response within a reasonable timeframe. If we need longer, for example because the complaint is complex or further information is needed, we will let you know and keep you updated.
Providing Additional Information
During the investigation we may contact you to request more information or clarification. This could include further details of the service, copies of documents, confirmation of times and dates, or additional photographs of any alleged damage.
Providing clear and complete information helps us to review your complaint fairly and reach a decision as quickly as possible.
If You Are Not Satisfied with Our Response
If you do not agree with our decision or feel that your complaint has not been properly addressed, you may ask us to review it again. In your request, please explain why you remain dissatisfied and highlight any points you believe have been overlooked or misunderstood.
On review, a different member of our management team will reconsider the complaint, the evidence and our original response. They may uphold the original decision, change it, or propose an alternative resolution. We will then write to you with our final position.
Use of Complaints to Improve Our Service
We regularly review complaints and customer feedback to identify recurring themes, training needs and opportunities to improve how we carry out moves and man and van work across our service area. This can include improvements in communication, scheduling, packing practices, handling of belongings and after-care support.
By raising issues with us, you help Wandsworth Man and Van refine and strengthen the service we provide to homeowners, tenants and businesses using our removal and transport services.
Confidentiality and Data Protection
All complaints are handled in confidence. Information is shared only with staff who need it to investigate and respond to your concerns. We handle personal data in line with our privacy practices and applicable data protection requirements.
Changes to this Complaints Procedure
We may update this Complaints Procedure from time to time to reflect changes in our operations, legal requirements or industry best practice. The version published on our website will always be the most current and will apply to any new complaint raised.
We appreciate the opportunity to address any concerns you may have about our services and are committed to dealing with every complaint fairly, promptly and professionally.
