Complaints Procedure

Complaints Procedure for Man with Van Totteridge

Man with Van Totteridge aims to provide a reliable, careful and professional removal service for all customers. We recognise that, despite our best efforts, problems can sometimes occur. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage of the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to offer a clear and fair process for dealing with complaints about our man and van and home or office removal services. It sets out how we receive complaints, how we investigate them, and how we work towards a resolution. Our aim is to put things right where we have made a mistake, to learn from any issues raised, and to improve our services across our local removal service area.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether it concerns our conduct, our vehicles, the handling of belongings, punctuality, communication, pricing, invoicing or any other aspect of our removal and man and van work. You do not have to use the word “complaint” for us to treat your concern as one. If you tell us that you are unhappy and you would like a response, we will treat it as a formal complaint.

When to Raise a Complaint

We encourage customers to raise any concerns as soon as reasonably possible, ideally within 14 days of the move or the event giving rise to your concern. This makes it easier for us to collect accurate information and resolve matters quickly. We will, however, consider complaints raised after this period where it is still practical for us to investigate.

How to Make a Complaint

You can raise a complaint verbally or in writing. Verbal complaints can be made directly to the driver or team leader on the day of your move, or to a member of our management team. Written complaints may be provided by letter or other written format. When submitting a complaint, please include:

Your full name and any reference we provided for your booking, the date of your move or service, a clear description of what went wrong, any relevant details such as locations and timings, and what outcome you are seeking, for example an explanation, an apology, a correction to the service, or a review of charges. Providing photographs or an inventory list can be helpful when the issue relates to damage or loss.

Our Complaints Handling Stages

We follow a structured process to ensure that each complaint is dealt with consistently and fairly.

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log it and acknowledge it. For written complaints, we will aim to send an acknowledgement within three working days. For verbal complaints, we will normally acknowledge the issue immediately and confirm that it is being treated as a complaint. At this stage, we may request further information to help us understand the matter fully.

Stage 2: Investigation

An appropriate member of our team, usually a manager not directly involved in the move, will investigate your complaint. This may include speaking to the driver and removal staff, reviewing booking details and paperwork, checking any photographs or videos you provide, and considering our terms and conditions as well as any relevant industry guidance. We aim to complete most investigations within 14 working days, although more complex matters may take longer. If we need more time, we will let you know and give you an updated timescale.

Stage 3: Response and Outcome

Once the investigation is complete, we will provide you with a clear written response. This will explain what we have found, whether we uphold your complaint in full, in part, or not at all, and what reasons support our decision. Where we identify that we have made an error, we will explain what we will do to put matters right. This may include an apology, a service remedy, a goodwill gesture or another form of resolution consistent with our terms and conditions and any applicable insurance cover.

If You Are Not Satisfied With Our Response

If you disagree with our response, you may request a further review. Please explain which parts of our decision you are unhappy with and provide any additional information you believe is relevant. A different member of our management team will carry out this review where possible to ensure a fresh perspective. Once the review is complete, we will confirm our final position in writing. At this point, our internal complaints process will normally be considered exhausted.

Damage, Loss and Insurance-Related Complaints

Where your complaint involves alleged damage to property or loss of items during a removal, we may ask you for photographs, proof of purchase, or other supporting documents. We may also request access to inspect any damaged items. Claims relating to damage or loss are considered in line with our terms of service and any insurance arrangements that apply to your move. Time limits may apply to such claims, and we will highlight these where relevant during the complaints process.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will only be shared with staff who need it to investigate and resolve your complaint or to improve our services. We will store complaint records securely in accordance with our data protection obligations and retain them only for as long as is necessary for legal, regulatory and operational purposes.

Learning from Complaints

Man with Van Totteridge views complaints as an important source of feedback. We review complaint records to identify recurring issues, training needs and opportunities to improve our removal and transport processes. Lessons learned may lead to changes in how we plan moves, protect items in transit, communicate with customers or manage bookings across our service area.

Accessibility and Support

We want our complaints process to be accessible. If you need help making a complaint or require information in a different format or with additional support, please let us know when you first contact us. We will do our best to assist you so that your concerns can be properly heard and addressed.

Policy Review

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective for customers using our man and van and removal services. Any significant changes to the way we handle complaints will be reflected in an updated version of this document.