Complaints Procedure for Man with Van Norwood Green

Man with Van Norwood Green is committed to providing a reliable and professional removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to You

We aim to handle every complaint fairly, promptly and with respect. We treat all feedback as an opportunity to improve our home and office moving services, including local and longer-distance moves. We will always try to resolve issues informally where possible, but we also operate a clear and structured process if a more formal approach is needed.

What This Procedure Covers

This procedure covers complaints about any aspect of our removal and man and van services, including:

Service quality during collection, loading, transport or delivery

Timekeeping, reliability or cancellations

Conduct, attitude or behaviour of our staff or drivers

Handling of your belongings, including damage or loss

Charges, quotes, invoicing or payment concerns

Communication before, during or after your move

If you are unsure whether your issue is covered, you may still raise it as a complaint and we will advise you on the most appropriate way forward.

Informal Resolution in the First Instance

Where possible, we encourage you to raise any concern informally as soon as it arises. Many issues can be resolved quickly by speaking directly with the driver or team on the day of your move, or with the person who arranged your booking. We will always do our best to resolve problems on the spot, for example by adjusting how the job is carried out, clarifying charges, or agreeing a practical solution that works for you.

If your concern cannot be resolved immediately, or you remain dissatisfied after speaking to us informally, you can make a formal complaint as outlined below.

How to Make a Formal Complaint

You can make a formal complaint in writing. Written complaints help us understand the situation clearly and ensure we have a record of what has happened. Please include the following details where possible:

Your full name and preferred contact method

The date and approximate time of your move or booking

The address where the service was provided and, if relevant, the delivery address

A clear description of what went wrong

Names or descriptions of any staff involved, if known

Details of any damage, loss or additional costs you believe were caused

Any steps already taken to resolve the issue, and the outcome

What you would consider a fair resolution

We suggest making your complaint as soon as reasonably possible after the event, ideally within a short time of the move date, so that we can investigate while details are still fresh and relevant evidence is available.

Acknowledgement of Your Complaint

Once we receive your formal complaint, we will log it in our internal records and assign it to a person responsible for handling the investigation. We will then send you an acknowledgement to confirm that we have received your complaint and are looking into the matter. This acknowledgement will usually be sent within a reasonable number of working days and will outline the next steps and expected timescales.

How We Investigate Complaints

We aim to carry out all investigations thoroughly and impartially. Depending on the nature of your complaint, our investigation may include:

Reviewing your written account and any supporting information you provide

Speaking with staff members or drivers involved in the job

Checking booking details, job sheets, inventories or delivery notes

Reviewing any photographs or other evidence of alleged damage or loss

Considering relevant terms and conditions and agreed service scope

We may contact you during the investigation if we need further information or clarification. Keeping communication open helps us reach a fair and accurate understanding of what has happened.

Timescales for Response

We aim to provide a full, written response within a reasonable time after acknowledging your complaint. If, for any reason, we expect the investigation to take longer, we will let you know and provide an updated timescale. Some matters, such as complex damage or insurance-related issues, may require additional time, but we will keep you informed of progress.

Outcome and Resolution

Once our investigation is complete, we will write to you explaining:

Our understanding of your complaint

The steps we have taken to investigate it

Our findings and, where appropriate, an apology

Any proposed remedy or action we will take

Depending on the circumstances, possible outcomes may include an explanation or clarification, an apology, corrective action to improve our processes, a gesture of goodwill, or consideration of a claim in line with our terms and conditions. Any remedies offered will be based on the specific facts and evidence of your case.

If You Remain Dissatisfied

If you are not satisfied with the outcome of your complaint, you may request that we review our decision. In doing so, please explain which aspects you disagree with and why. We will then arrange for a further review by a senior member of our team who was not directly involved in the original handling of your complaint. After this review, we will provide a final response explaining our position.

Using Your Feedback to Improve Our Service

Every complaint we receive is recorded and reviewed so that we can identify trends, recurring problems, or areas where our removal services could be improved. This may include additional staff training, changes to how we plan and manage jobs, improvements in communication, or updates to our policies and procedures. By raising concerns, you help us maintain and improve the quality and reliability of our service for all customers.

Confidentiality and Data Protection

We handle all complaints in confidence and only share information with staff who need it to investigate and resolve the issue. Any personal information you provide will be processed in line with applicable data protection principles. We keep records of complaints and their outcomes for a reasonable period, solely for the purpose of improving our services and demonstrating how we handle concerns.

Review of This Complaints Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective for customers using our man and van and removal services. We may update the procedure from time to time to reflect changes in our operations, feedback from customers, or relevant legal and regulatory requirements.