Complaints Procedure

Man with Van Wimbledon Complaints Procedure

Man with Van Wimbledon is committed to providing reliable removals and man and van services for customers moving home, office, or individual items. We aim to deliver a professional service across our service area, but we recognise that sometimes things can go wrong. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to Handling Complaints

We treat all complaints seriously and see them as an opportunity to review and improve our services. When you raise a complaint, we will aim to resolve it promptly, fairly and consistently. We will listen to your concerns, investigate what has happened, and provide a clear response and explanation.

What This Procedure Covers

This complaints procedure covers any dissatisfaction you may have with our man and van or removals services, including but not limited to:

Service quality on the day of the move or collection

Conduct, attitude or professionalism of our staff or subcontractors

Timing, punctuality, or reliability of our vehicles and teams

Handling, loading, transport and unloading of your belongings

Damage to property or items, where you believe we may be responsible

Concerns about how we have handled your personal information

Issues relating to quotations, invoicing or payment, where they relate to the service supplied

This procedure does not cover general service enquiries, booking questions or requests for quotations, which are dealt with through our normal customer service channels.

Raising a Complaint

You should raise your complaint as soon as possible after the issue arises, so we can investigate while the details are still clear. Where possible, please provide the following information:

Your full name and any booking reference you may have

The date and approximate time of the service

The collection and delivery addresses used for the service

A clear description of what went wrong and how it has affected you

Details of any conversations already held with our staff about the issue

Any evidence that may help us investigate, such as photographs of damage, copies of documents, or written notes

You can raise a complaint verbally or in writing. If you complain verbally, we may ask you to put the details in writing so that we have a clear record of your concerns and can respond accurately.

Stage One: Initial Resolution

In the first instance, we encourage you to speak with us as soon as you become aware of a problem. Many issues can be resolved quickly and informally by our team, for example while the move is in progress or shortly afterwards.

At this stage, we will:

Listen carefully to your concerns and clarify the key points

Check any relevant booking details, notes, or instructions

Attempt to resolve the matter immediately, where this is practical and appropriate

If we cannot resolve your complaint straight away, we will explain the next steps and let you know that the matter will be escalated for further review.

Stage Two: Formal Complaint and Investigation

If your complaint cannot be resolved informally, or you are not satisfied with the initial response, you may ask for your complaint to be treated as a formal complaint.

Once we receive your formal complaint, we will:

Acknowledge receipt within a reasonable time

Review your complaint in detail, including any documents or evidence you have supplied

Speak with the staff or subcontractors involved in delivering the service

Check relevant records such as job sheets, photographs and timing logs where available

Consider whether our terms and conditions and service standards were followed

We aim to complete our investigation and provide a full written response within a reasonable timescale. If we need more time, for example because we are waiting for additional information, we will inform you and provide an updated timeframe.

Our Response and Possible Outcomes

After we have investigated your complaint, we will provide a clear response setting out:

A summary of your complaint and the issues you raised

The findings of our investigation

Whether your complaint is upheld in full, upheld in part, or not upheld

Any steps we have already taken or will take to put things right

Any changes we plan to make to our processes or training to help prevent similar issues

Where appropriate and at our discretion, we may offer remedies such as an apology, practical assistance, a gesture of goodwill, or other proportionate outcomes. Any remedy will depend on the specific circumstances, the nature of the problem, and the terms and conditions that applied to your booking.

If You Are Still Unhappy

If you remain dissatisfied after receiving our formal response, you can contact us again to explain why you do not agree with the outcome. We will review any new information you provide and confirm whether our decision remains the same or needs to be reconsidered. Our aim is always to reach a fair and reasonable conclusion for both you and our business.

Data Protection and Confidentiality

All complaints will be handled with sensitivity and confidentiality. Information about your complaint will only be shared with those who need it to investigate and respond. We will store information relating to your complaint securely and in line with applicable data protection requirements.

Using Complaint Feedback to Improve Our Service

We keep a record of complaints to help us monitor patterns, identify recurring issues and improve our removals and man and van services. Feedback from customers is an important source of learning for our team. We regularly review complaints data to ensure that our staff, vehicles and working practices continue to meet appropriate standards.

Accessibility of This Procedure

We want our complaints procedure to be clear and accessible to all customers using our services in the surrounding area. If you need any part of this procedure explained in more detail, or would like assistance in setting out your complaint, you can ask us for help. We will do our best to support you so that your concerns can be properly understood and addressed.

This complaints procedure is intended to provide a straightforward and fair process for resolving problems connected with your move or transport service. By setting out what you can expect from us, we aim to give you confidence that any concerns will be taken seriously and dealt with professionally.