Man with Van Balham Complaints Procedure

This complaints procedure explains how you can raise concerns about the services provided by Man with Van Balham and how we will manage, investigate, and resolve those concerns. We aim to provide a reliable and efficient removals and man and van service, but we recognise that occasionally things may not go as planned. When this happens, we want to know so we can put matters right and improve our service.

Our commitment to you

We are committed to handling every complaint fairly, professionally, and as quickly as possible. We treat all feedback, whether positive or negative, as an opportunity to review our practices and raise our standards. If you make a complaint, you can expect us to listen carefully, investigate thoroughly, and provide a clear response with an explanation of any findings and actions taken.

What counts as a complaint

A complaint is any expression of dissatisfaction about our service, including but not limited to:

Concerns about the quality of our removals work, loading or unloading, packing, or handling of goods. Issues related to punctuality, scheduling, or failure to attend on the agreed date or time. Disputes regarding charges, quotes, or additional costs. Concerns about the conduct, attitude, or behaviour of our staff or contractors. Any other aspect of our service that you feel did not meet the standard you reasonably expected.

You do not need to use any specific language or form for your feedback to be treated as a complaint. If you tell us you are unhappy with our service and would like us to look into it, we will treat it as a complaint.

How to make a complaint

You can raise a complaint verbally or in writing. We recommend putting your complaint in writing where possible so that we have a clear record of the details. When submitting a complaint, please include the following information to help us investigate effectively:

Your full name and any booking reference you may have. The date and location of the service you received. A clear description of what went wrong and how it has affected you. Any supporting information, such as photographs of damage, inventory lists, or agreements about the move. Details of what you would like us to do to resolve the matter, where applicable.

If you choose to complain verbally, we may make written notes during the conversation and may ask you to confirm that our summary of your complaint is accurate.

Timescales for raising a complaint

For issues involving loss, damage, or service performance during a move, we ask that you raise your complaint as soon as reasonably possible after the service has taken place. This helps ensure that evidence and recollections remain clear and that we have the best opportunity to investigate fully. While we will consider complaints raised later, delays in reporting may affect what can be verified or offered in terms of resolution.

How we will handle your complaint

When we receive your complaint, we will follow a structured process:

Acknowledgement. We will acknowledge your complaint and confirm that it is being investigated. We will also explain the next steps and provide an indication of timeframes for our response.

Initial review. We will review the details of your complaint, check our booking records and job notes, and, where relevant, speak with the members of staff involved in your move.

Investigation. If necessary, we may request additional information or clarification from you, such as photographs, receipts, or a more detailed description of events. We aim to carry out a fair, impartial investigation, considering your account and any information held by us.

Outcome and response. Once the investigation is complete, we will provide you with a clear written response setting out our findings, any actions we propose to take, and the reasons for our decision.

Response timeframes

We aim to provide a full response to most complaints within 10 working days of acknowledgement. In some situations, particularly where issues are complex or require additional evidence, it may take longer. If we cannot respond fully within 10 working days, we will update you on progress, explain the reasons for the delay, and give you an estimated timescale for our final response.

Possible outcomes and resolutions

Depending on the nature of your complaint and the outcome of our investigation, possible resolutions may include:

An explanation or clarification where there has been a misunderstanding. An apology where standards have fallen short of what we aim to provide. Corrective action to complete or improve the service. Consideration of a financial gesture or contribution where loss or damage has occurred and we are responsible under our terms and conditions. Information on any steps we will take to prevent a similar issue from arising in future.

Any offers of settlement or remedies will be made with reference to our written terms and conditions, any relevant industry guidance, and the circumstances of the individual case.

If you are not satisfied with our response

If you remain unhappy after receiving our final response, you may ask us to review the complaint again. In doing so, please explain why you are dissatisfied with the outcome and provide any additional information you feel has not been considered. A more senior member of our team will re-examine your complaint and our handling of it. We will then provide a further response explaining whether our original decision is upheld or amended.

Confidentiality and data protection

All complaints are handled confidentially. Information you provide will only be shared with personnel who need it to investigate and respond to your complaint or to implement any agreed resolution. We will handle your personal data in accordance with our data protection obligations and our privacy practices.

Continuous improvement

We regularly review complaints and feedback to identify patterns and opportunities to improve our removals and man and van services. This may involve additional staff training, revising procedures, or updating our terms and conditions. By taking your concerns seriously and responding constructively, we aim to maintain a trustworthy, efficient, and professional service for customers planning moves in our service area.