Complaints Procedure

Complaints Procedure for Man with Van Mottingham Customers

Man with Van Mottingham aims to provide a reliable and professional man and van service for home and business moves. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.

Our Commitment to You

We are committed to dealing with all complaints fairly, consistently and within a reasonable timeframe. We use feedback to improve our removal and delivery services, staff training and operational processes. We will always treat you with respect and expect our team to be treated respectfully in return.

What This Procedure Covers

This procedure applies to any complaint relating to services provided by Man with Van Mottingham, including but not limited to:

Home removals and part-load moves
Collection and delivery of items
Loading, unloading and handling of goods
Punctuality and timekeeping
Staff conduct and behaviour
Administration, such as booking, invoicing and payment issues

This document does not cover general enquiries, requests for quotes or amendments to existing bookings. Those should be raised through our normal booking and customer service channels.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our service where you expect a response or resolution. This may include concerns that:

The service did not match what was agreed or advertised
Damage or loss occurred to items during transit or handling
Our team behaved in a way you consider unprofessional
Deadlines, time slots or agreed arrangements were not met
Charges were not as expected or you believe they were incorrect

Raising a complaint will never affect your right to receive a fair and professional service from us.

How to Make a Complaint

You can make a complaint verbally or in writing. While we will always try to deal with concerns raised in person or over the phone, we recommend that you submit your complaint in writing wherever possible. This helps ensure that all details are clearly recorded and can be properly reviewed.

When making a complaint, please include:

Your full name and the name the booking was made under
The date of your move or service
The pickup and drop-off locations
A clear description of what went wrong
Any relevant photos, inventory lists or documents relating to your concern
Details of any immediate steps already taken with our team on the day

If your complaint involves alleged damage or loss, please keep the items and any packaging safe and do not dispose of them until the matter is resolved.

Time Limits for Raising a Complaint

To help us investigate thoroughly, we ask that you raise your complaint as soon as possible. For issues involving damage or loss, you should contact us within a reasonable timeframe from the date of the move or delivery. Delays in reporting may affect the options available for resolution, as evidence can become harder to verify over time.

How We Handle Your Complaint

Once we receive your complaint, we will follow these steps:

Acknowledgement: We will acknowledge your complaint and confirm that it is being reviewed.
Initial review: We will assess the information provided and, if necessary, request further details or evidence.
Investigation: We may speak to the team members involved, review booking records, route or timing information, photographs and any other relevant documentation.
Response: We will provide you with a considered response setting out our findings, any steps already taken and any proposals for resolution.

We aim to provide a full response within a reasonable timeframe. If the matter is complex or requires more extensive investigation, we will keep you updated on progress.

Possible Outcomes and Resolutions

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

An explanation of what happened and why
An apology where we have fallen short of our standards
Correction of errors in our records or invoices
Practical steps to put things right where possible
Changes to our processes or staff training to prevent recurrence

Any offers of goodwill or compensation will be considered on a case-by-case basis, taking into account the specific circumstances, information available and any relevant terms and conditions that applied at the time of your booking.

Information and Evidence

To ensure a fair and balanced review, we may ask you for supporting information such as photographs of alleged damage, copies of correspondence, or item lists used on the day of the move. We may also review notes made by our drivers and porters, route planning information and booking records.

All information you provide will be handled sensitively and used only for the purpose of investigating and resolving your complaint, and for improving our services.

If You Are Not Satisfied With Our Response

If you are unhappy with our initial response, you can ask for your complaint to be reviewed again. In doing so, please explain why you disagree with the outcome and provide any additional information you believe is relevant.

Your complaint will then be reassessed, and you will receive a further response. This will be our final position on the matter.

Complaints Involving Third Parties

On rare occasions, part of your service may involve third-party providers, for example when specialist equipment or additional vehicles are arranged. Where your complaint involves a third party, we will coordinate with them as necessary to review what happened. The timescale for our response may be affected by how quickly we receive information from those providers, but we will keep you informed.

Using Feedback to Improve Our Services

Every complaint is an opportunity for us to review and improve how we operate. We regularly analyse the feedback we receive to identify patterns and make changes to our moving, loading and delivery processes, staff training and customer communication. Our aim is to reduce the likelihood of similar issues occurring in the future and to provide a dependable service for all customers.

Updates to This Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our services, operational practices or applicable standards. The version published on our website will always be the most recent and will apply to any new complaints raised after the date of publication.

By using the services of Man with Van Mottingham, you acknowledge that you have had the opportunity to read this complaints procedure and understand how concerns are handled. We appreciate your feedback and will always strive to resolve problems in a fair, transparent and timely manner.