Man with Van Balham Complaints Procedure

Man with Van Balham aims to provide a reliable and professional removal service for all customers. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so that we can put things right where possible and use the feedback to improve our services. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Our Commitment to You

We are committed to handling all complaints in a fair, consistent and timely manner. Every complaint is taken seriously, whether it relates to our man and van service, a local removal, packing, loading, transport, delivery, or customer care. We will listen carefully, investigate thoroughly, and keep you informed at each stage.

We aim to resolve most issues informally and as quickly as possible. Where a more detailed investigation is needed, we will follow the formal process set out below.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not. This may include, for example:

Issues with punctuality or attendance for a booked removal job.

Concerns about how your possessions were handled, packed or transported.

Disputes regarding charges, quotes, or additional fees.

Concerns about staff behaviour, attitude or communication.

Any other matter where you feel we have not met the standard of service you reasonably expected.

We welcome all feedback, including minor concerns, as it helps us improve our service across the areas we operate.

Raising an Informal Complaint

In many cases, problems can be resolved quickly by speaking directly with the driver or team member on the day of your move. If you feel comfortable doing so, please explain the issue clearly and give them the opportunity to put things right. They may be able to offer an immediate solution, such as adjusting how items are handled, clarifying timings, or discussing any misunderstanding about the work agreed.

If the matter is not resolved to your satisfaction at the time, or if you prefer not to raise it on the day, you can move to the formal complaints process described below.

Making a Formal Complaint

If you wish to make a formal complaint about our removal or man and van services, please provide the following information so that we can investigate effectively:

Your full name and any reference details relating to your booking.

The date and time of the job, and the collection and delivery addresses.

A clear description of what went wrong, including relevant times and events.

Details of any conversations already held with our team about the issue.

What outcome you are seeking, such as an explanation, apology, or review of charges.

Please raise your complaint as soon as reasonably possible after the event. The sooner we receive the details, the easier it is to investigate fully.

How We Will Handle Your Complaint

Once we receive your formal complaint, we will log it and begin our investigation. We will usually:

Acknowledge your complaint and confirm that we are looking into it.

Review the details of your booking and any notes taken by our team.

Speak to the driver and any team members who were present.

Consider any photographs, inventory lists, or other evidence provided.

Where helpful, we may contact you for further information or clarification.

We aim to provide a clear and reasoned response within a reasonable timeframe. If the matter is complex and requires more time, we will let you know and keep you updated on progress.

Possible Outcomes

Following our investigation, we will explain our findings and any actions we propose to take. Depending on the circumstances, outcomes may include:

A detailed explanation of what happened and why.

An apology where we accept that our service fell below the expected standard.

Practical steps to put things right where possible.

A review or adjustment of charges if appropriate.

Internal changes to our processes or staff training to reduce the risk of similar issues in future.

We will always try to ensure that the outcome is fair and proportionate to the circumstances of your complaint.

Time Limits for Complaints

For matters involving damage to property or personal belongings during a move, we ask that you notify us as soon as you become aware of the issue. It is helpful if you can provide photographs and a description of the item and the damage. Prompt notification allows us to assess the situation properly and consider the most appropriate resolution.

If You Are Still Unhappy

If you remain dissatisfied after our response, you may ask for your complaint to be reviewed again. In doing so, please explain why you disagree with the outcome and provide any additional information that you believe has not been considered. We will then conduct a further review, where possible by someone who was not directly involved in the original investigation.

Using Feedback to Improve Our Service

All complaints, whether minor or serious, are recorded and reviewed regularly. We look for patterns and recurring themes, such as issues with timing, communication or handling of goods, so that we can put in place improvements across our removal operations. Your feedback helps us maintain and raise the standard of service we provide to customers in our service area.

Policy Review

This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our services or to improve how we handle and respond to customer concerns.

By using our man and van and removal services, you agree that any issues or disputes will be dealt with in line with this complaints procedure. We appreciate the opportunity to address your concerns and are committed to resolving them in a professional and respectful manner.