Complaints Procedure

Complaints Procedure for Man with Van Lambeth

This Complaints Procedure explains how customers can raise concerns about services provided by Man with Van Lambeth and how those concerns will be handled. It applies to all customers using our removal and man and van services, whether for home moves, office relocations, or single-item transport.

Our Commitment to Resolving Complaints

Man with Van Lambeth aims to provide a reliable, efficient and professional removal service. If something goes wrong, we want to know about it so we can put things right and improve our service. All complaints are treated seriously, handled in a fair and impartial way, and used as an opportunity for service improvement.

What Counts as a Complaint

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

Delays or missed appointments
Concerns about the conduct, attitude, or professionalism of staff
Problems with packing, loading, unloading or handling of items
Disputes about charges, quotations, or invoicing
Loss, damage, or suspected damage to goods
Any other issue where you feel our service has not met the standard you expected

You can raise a complaint whether you are a private customer, a business customer, or acting on behalf of another person who booked our services.

How to Make a Complaint

We encourage customers to raise any concern as soon as possible after the issue arises, ideally within 7 days of the service being completed. This makes it easier for us to investigate and resolve the matter quickly.

You can make a complaint by using any of the following methods:

In writing, setting out what happened and when, and providing any relevant details
By speaking to a team member after your move to explain your concerns, so they can be logged and escalated internally
Through any contact form or written feedback option available on our online platforms

When making a complaint, please provide the following information where possible so we can investigate effectively:

Your full name and the name under which the booking was made
The date and time of the service and the collection and delivery addresses
A clear description of what went wrong and how it has affected you
Details of any items you believe were damaged or lost
Any reference numbers, estimates, or booking confirmations relating to the job

Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it as soon as reasonably practicable. In most cases this will be within 3 working days. The acknowledgement will confirm that we have logged your complaint and that an investigation has started.

Investigation and Assessment

Your complaint will be reviewed by a person with appropriate seniority who was not directly responsible for the issue raised, where possible. The investigation may include:

Reviewing booking details, job sheets, and any photographs or notes taken on the day
Speaking with the driver or removals team members involved in the job
Checking any relevant communication, such as messages or written instructions
Assessing any evidence of damage, loss, or delays

We aim to complete our investigation and provide a full response within 14 working days of acknowledging your complaint. If the complaint is complex or requires additional information, the investigation may take longer. In that case, we will keep you informed of progress and provide an estimated timeframe for a full response.

Outcome and Resolution

At the end of our investigation, we will explain our findings and any actions we propose to take. Possible outcomes may include:

An explanation of what went wrong and why
An apology where we have fallen short of our standards
Corrective action to address practical issues identified during the investigation
Review of our processes or additional staff training to prevent similar issues
Where appropriate and in line with our terms and conditions, a gesture of goodwill or financial settlement

Any offer of compensation or reimbursement will be made in accordance with our service terms and conditions, including any limitations of liability that apply to your booking.

If You Are Not Satisfied

If you are unhappy with the outcome of your complaint, you can ask for the decision to be reviewed. In doing so, please explain why you are dissatisfied with our response and provide any additional information you believe is relevant. A further review will then be carried out by a more senior member of our team, where possible.

Following this review, we will provide you with a final response setting out our position. This will include a summary of the steps taken to investigate your complaint and any final proposals for resolution.

Time Limits for Raising Complaints

To help us investigate accurately, we recommend that complaints about service quality or staff conduct are raised within 7 days of completion of the job. Concerns about damage or loss to items should be raised as soon as the issue is discovered and in line with any timeframes specified in our terms and conditions.

Recording and Using Complaint Information

All complaints are recorded securely. Information from complaints is monitored to identify patterns or recurring issues in our removal services. This may lead to improvements in staff training, vehicle preparation, packing methods and scheduling to better serve customers in our operating area.

Your personal information will be handled in line with our privacy practices and will only be used to investigate and resolve your complaint and to improve our services.

Review of This Complaints Procedure

Man with Van Lambeth keeps this Complaints Procedure under regular review to ensure it remains clear, fair and effective for customers using our man and van and removal services. Updates may be made from time to time to reflect changes in our operations or good practice in complaint handling.

By using our services, you agree that complaints will be managed in accordance with this procedure and our general terms and conditions.