Man with Van Lambeth Complaints Procedure

Man with Van Lambeth aims to provide a reliable, efficient and courteous removal service for all customers. 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 throughout the process.

Our Commitment to You

We are committed to handling all complaints fairly, consistently and promptly. We use feedback to improve our removals, packing, loading and transport services. Every complaint is treated seriously, whether it relates to punctuality, conduct of staff, handling of goods, charges, communication or any other part of our work.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services that requires a response. This may include, but is not limited to:

Concerns about how your belongings were handled or transported.

Issues with timekeeping, collection or delivery arrangements.

Disputes about charges, quotations or additional costs.

Concerns about the behaviour, attitude or professionalism of our team members.

Problems with the standard of service provided during your move.

How to Make a Complaint

You can raise a complaint at any time during or after your move. To help us investigate efficiently, please provide as much detail as possible, including:

Your full name and the address where the service was provided.

The date of your move and any booking reference if available.

A clear description of what went wrong and when it happened.

Details of any loss, damage or extra costs you believe you have incurred.

Any supporting information, such as photographs of damage or copies of written estimates.

You may submit your complaint in writing or verbally. Written complaints are generally easier to review, as they allow us to see all the details in one place and avoid misunderstandings.

Time Limits for Making a Complaint

We encourage you to tell us about any problems as soon as possible after the service. Where a complaint concerns damage or loss of items, we ask that you notify us promptly, ideally within a short time of discovering the issue. The sooner we are informed, the easier it is to investigate and resolve the matter.

How We Will Respond

Once we receive your complaint, we will:

Acknowledge your complaint and record the details for our internal log.

Review the information you have provided, along with any booking records, job notes or reports from our team.

Contact you if we require further information or clarification.

Explain our findings and, where appropriate, offer a remedy.

We aim to provide a full response within a reasonable timeframe. If we need more time to investigate, we will let you know and give an indication of when you can expect a further update.

Investigation Process

Your complaint will be reviewed by a person with appropriate responsibility within Man with Van Lambeth. They will consider:

The description of events you have provided.

Information from any staff involved in your move.

Our records relating to your booking, inventory and agreed services.

Any photographs, evidence or supporting documents you have supplied.

We will assess whether our service met the standards we set for our removal operations, and whether we have complied with any stated terms and conditions applicable to your booking.

Possible Outcomes and Remedies

After investigating your complaint, we will let you know the outcome. Depending on the circumstances, this may include:

An explanation or clarification of what happened.

An apology where our service has fallen below our usual standards.

Corrective action, such as additional assistance or remedial work where appropriate.

Consideration of compensation or a financial adjustment, where justified and in line with any applicable terms and limitations.

Changes to our procedures or staff guidance to help prevent similar issues in future.

Any remedy offered will take into account the nature of the complaint, the impact on you, the evidence available and any contractual terms that apply to your removal or transport service.

If You Are Unhappy with Our Response

If you are not satisfied with the outcome of your complaint, you may contact us again to explain why you remain unhappy. Please set out which parts of our response you disagree with and provide any additional information you would like us to consider. We will review your concerns, and where appropriate, a different person may re-examine your complaint and our earlier decision.

Claims for Loss or Damage

If your complaint relates to alleged loss or damage to items, we may ask for photographs, purchase information or other evidence to help us assess the claim. We may also need details of the condition of the items before the move. Any offer to repair, replace or compensate will be considered in line with our service terms, any agreed limits on liability and the information you provide.

Using Complaints to Improve Our Service

We review complaints regularly to identify trends and areas where our moving and transport services can be improved. Training, procedures and communication with our team may be updated as a result of the feedback we receive. By raising concerns, you help us to maintain and improve the quality of service offered by Man with Van Lambeth.

Privacy and Data Handling

Information you provide in connection with a complaint will be handled with care. We will only share details internally with staff who need the information in order to investigate and respond. We keep records of complaints and outcomes for monitoring and quality assurance purposes and store them securely in line with our data handling practices.

Feedback and Compliments

We also welcome positive feedback about successful moves, professional driving, careful handling of goods and helpful customer service. Compliments are shared with our team and help us recognise good performance across our removal operations. Whether your experience has been positive or negative, your comments are valuable to us.