Man With a Van Lewisham Complaints Procedure

This Complaints Procedure explains how customers of Man With a Van Lewisham can raise concerns about our removal and transport services, and how those concerns will be managed. We are committed to dealing with all complaints fairly, consistently and as quickly as reasonably possible.

Our Commitment to You

We aim to provide a reliable, professional and courteous man and van service for local moves, collections, deliveries and small removals. If something goes wrong, we want to know about it so we can put it right where possible and improve our service. Every complaint is taken seriously and handled in line with this procedure.

What This Procedure Covers

This procedure applies to complaints about any aspect of our removal and transport services, including:

Delivery and collection of items, punctuality and timekeeping, conduct and behaviour of our staff or drivers, handling and loading of belongings, condition of items on arrival, clarity of pricing and charges, and quality of communication before, during and after your booking.

This procedure does not cover routine queries, booking changes or requests for quotes. These should be raised through our usual contact channels as general enquiries.

Raising a Complaint

You should raise a complaint as soon as reasonably possible after the issue occurs. The sooner we are made aware, the easier it is for us to investigate and resolve matters.

When submitting your complaint, please provide the following information where possible:

Your full name, the date of your booking and the service provided, the address where the work took place, a clear description of what went wrong, details of any damage, loss or inconvenience, and what outcome you are seeking, such as an explanation, apology, or financial consideration where appropriate.

Complaints can be raised verbally or in writing. Written complaints help us keep an accurate record and reduce the risk of misunderstanding. If you initially raise your complaint verbally, we may ask you to confirm the details in writing so we can investigate properly.

Acknowledging Your Complaint

Once we receive your complaint, we will acknowledge it within a reasonable period of time. Where possible, we will confirm who is handling your complaint and the next steps in the process. We may contact you for more information or supporting evidence to help us understand the situation clearly.

How We Investigate Complaints

Your complaint will be investigated by a person with appropriate authority who was not directly involved in the incident wherever possible. The investigation may include:

Reviewing your booking details and any notes recorded by our staff, speaking with the driver or team members who attended the job, assessing any photos or evidence you have provided, considering our terms and conditions and any relevant policies, and reviewing vehicle logs or scheduling records.

We will aim to complete our investigation and provide a full response as soon as reasonably practicable. Complex cases, or those involving damage or loss, may take longer while we gather all necessary information.

Our Response and Possible Outcomes

Following the investigation, we will explain our findings and any actions we propose to take. This may include:

A clear explanation of what happened, an apology where we are at fault, steps to correct an error or improve our service, guidance on how similar issues will be prevented in future, and consideration of compensation or a goodwill gesture where appropriate and in line with our terms and conditions.

If we need more time to investigate, we will let you know and provide an updated timeframe for our response.

Damage, Loss and Insurance

If your complaint relates to damage or loss of items during a removal or transport service, we may ask for evidence such as photos, purchase receipts or repair estimates. Any consideration of compensation will be assessed in line with our terms and conditions and any applicable insurance cover. You may also be required to cooperate with the insurer during their assessment.

If You Are Not Satisfied

If you are unhappy with our initial response, you can ask for your complaint to be reviewed again. When requesting a review, please explain why you are not satisfied and what additional information you believe should be considered.

The review will be carried out by a senior member of our team where available, who will look at the complaint afresh, together with our initial investigation and response. We will then provide a final response setting out our position.

Time Limits

We encourage customers to raise complaints as soon as possible and, in any event, within a reasonable period after the service was provided. Delays in reporting issues may make it more difficult to investigate and may affect what we are reasonably able to do, particularly in relation to alleged damage or loss.

Your Responsibilities

To help us deal with your complaint effectively, we ask that you:

Provide accurate and complete information, respond to requests for further details promptly, treat our staff with respect and courtesy, and avoid making false or misleading statements. Abusive or threatening behaviour towards our staff will not be tolerated and may result in us withdrawing services.

Using This Procedure

This Complaints Procedure is designed to give customers of Man With a Van Lewisham a clear route to raise concerns about local removal and transport services, and to know what to expect in response. It does not affect your statutory rights. We may amend this procedure from time to time to reflect changes in our business or legal requirements.