Man with Van Nine Elms Complaints Procedure

This complaints procedure explains how customers of Man with Van Nine Elms can raise concerns about our removal and man and van services, and how we will handle those concerns. Our aim is to resolve problems quickly, fairly and in a way that helps prevent them from happening again.

Our Commitment to You

We work hard to provide a reliable, careful and professional removal service across our operating area. If something goes wrong, we want to know about it so we can put it right where possible and improve our service. All complaints are taken seriously and handled with respect and confidentiality.

When to Use This Complaints Procedure

You can use this complaints procedure if you are unhappy with any aspect of our service, including but not limited to:

Service quality

Conduct or behaviour of team members

Timekeeping, collection or delivery issues

Handling of belongings, including damage or loss

Administration, bookings or invoicing

Communication before, during or after your move

We encourage you to raise concerns as soon as possible so that we have the best chance of resolving them promptly.

Stage 1: Informal Resolution

In many cases, issues can be resolved quickly and informally. If you experience a problem during your move or shortly afterwards, please speak to a member of the team on site or your usual contact at Man with Van Nine Elms as soon as you are aware of the issue.

We will listen to your concern, gather any immediate information we need, and try to resolve the matter straight away. Where this is not possible, we will explain what steps we will take next and when you can expect an update.

Stage 2: Making a Formal Complaint

If you are not satisfied with the outcome of the informal stage or feel your concern is more serious, you can make a formal complaint. To help us investigate thoroughly and fairly, please provide the following details:

Your full name

The date and location of the service

A clear description of what happened and why you are unhappy

Any relevant reference or booking numbers

Details of any conversations you have already had with our team

What outcome or resolution you are seeking

When we receive your formal complaint, we will acknowledge it and begin our investigation.

How We Handle Formal Complaints

An appropriate member of the management team will review your complaint. This may include:

Checking booking details, job sheets and schedules

Speaking to the staff who were involved in your move

Reviewing any photos, notes or other relevant information

Assessing whether our terms, conditions and service standards were met

We aim to provide a full written response within a reasonable timeframe. If the investigation is likely to take longer, we will let you know, explain why, and provide an estimated timescale for our response.

Our Response and Possible Outcomes

When we have completed our investigation, we will provide a clear response that includes:

A summary of your complaint

The steps we took to investigate

Our findings and decision

Any actions we will take to put things right, where appropriate

Any changes we intend to make to reduce the chance of similar issues arising

Depending on the nature of the complaint, possible outcomes may include an explanation or apology, practical steps to rectify the issue, or other appropriate redress in line with our terms and conditions.

Escalating Your Complaint

If you are not satisfied with the outcome of the formal complaint, you may ask for your complaint to be reviewed again by a more senior member of our team, where available. When requesting an escalation, please explain why you are unhappy with the response you have received and what you would like us to consider further.

The second reviewer will look at how the complaint was handled, the evidence considered and whether the decision reached was fair and reasonable. They may uphold the original decision, change it, or ask for further investigation.

Time Limits for Making a Complaint

We ask that complaints are made as soon as is practical after the service has been provided so that information is fresh and evidence can be gathered more easily. Where a complaint relates to damage or loss of items, we may ask for supporting details and evidence, such as photographs and descriptions of the affected items, within a reasonable period.

Data Protection and Confidentiality

All complaints are handled in confidence. Information about your complaint will only be shared with team members who need it to investigate and respond. We handle personal data in line with our data protection responsibilities and only keep it for as long as necessary to manage your complaint and meet any legal or regulatory requirements.

Using Feedback to Improve Our Service

Feedback, including complaints, is an important part of how we improve our removals and man and van services. We regularly review the issues raised, looking for patterns or recurring themes. Where appropriate, we may introduce additional staff training, adjust our procedures, or refine how we plan and deliver moves across our service area.

Unreasonable or Abusive Behaviour

We understand that moving can be stressful and that problems with a move can cause real inconvenience. Our team will always treat you with respect and courtesy, and we expect the same in return. We may limit or end communication where behaviour is abusive, threatening or persistently unreasonable, while still aiming to address the underlying issue wherever possible.

Review of this Complaints Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, effective and suitable for our customers and the services we provide. Updated versions may be published from time to time to reflect changes in our operations or in relevant legal and regulatory requirements.