Complaints Procedure

Complaints Procedure for Man with Van Chessington Removals

Man with Van Chessington is committed to providing a reliable, professional and friendly removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right and improve our service. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Purpose and Scope of This Procedure

This complaints procedure applies to all domestic and commercial customers who use our moving, packing, collection, delivery or storage-related services. It covers complaints about any aspect of the service we provide, including but not limited to bookings, communication, punctuality, handling of goods, conduct of staff, and the quality of our removal services.

This procedure does not cover disputes that fall solely within the scope of an insurance claim, such as damage where liability and settlement are being handled directly by an insurer. However, you may still raise a complaint about how we have managed a claim or assisted you with it.

Our Commitment to You

When you raise a complaint, we will treat you fairly, politely and with respect. We will listen carefully, aim to understand the issue fully, and respond in a timely and transparent manner. Our goal is to resolve complaints as quickly as possible and, where appropriate, to agree practical solutions with you. We also use complaints as an opportunity to review and improve our systems, training and working practices across our moving services.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints are preferred as they create a clear record of the issue, but we will accept and record verbal complaints as well. Please provide the following information where possible so that we can investigate effectively:

The date of your move or booking, the service you used, the address or area where the service was carried out, the names of any staff involved if known, a clear description of what went wrong, and what outcome you are seeking.

If you raise your complaint during or immediately after your move, you may initially speak to the driver or team leader on site. They will do their best to resolve straightforward issues there and then. If the matter cannot be resolved on the day, it will be referred to our office for further review.

Time Limits for Submitting a Complaint

For issues relating to the quality of the removal service, punctuality, conduct or administration, we ask that you submit your complaint as soon as reasonably possible and within 14 days of the date of service. Where your complaint relates to loss or damage to items, please notify us as soon as you become aware of the issue and include photographs and a description of the items concerned.

Stages of the Complaints Process

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will log it and assign it to a member of our team for initial review. We will normally acknowledge your complaint within five working days. The acknowledgement will confirm that we have received your complaint, outline the next steps, and provide an indicative timescale for our investigation and response.

Stage Two: Investigation

We will investigate your complaint by reviewing your account of events, the booking details, any relevant documentation, and statements from the removal team or office staff involved. Where appropriate, we may contact you to request further information, photographs or clarification. We aim to complete our investigation and provide a full response within 20 working days of acknowledgement. If, for any reason, we need more time, we will let you know and explain why.

Stage Three: Outcome and Resolution

After the investigation, we will provide you with a written outcome. This will set out the issues you raised, a summary of our findings, our decision, and any proposed resolution. Possible outcomes may include an explanation and apology, corrective action on future bookings, a goodwill gesture, or guidance on the next steps for any claim in line with our terms and conditions. If we do not uphold your complaint, we will explain the reasons clearly.

If You Are Not Satisfied with the Outcome

If you are unhappy with the outcome at Stage Three, you may request a further review. Please do this within 14 days of our response and explain why you remain dissatisfied and what you would like us to reconsider. A more senior member of our team, who was not involved in the original investigation, will review the complaint, our handling of it, and the decision reached. We will aim to provide a final response within 20 working days of your request for review.

Complaints Involving Loss or Damage

If your complaint involves loss of or damage to your property, we may need additional information to assess the matter, such as proof of value, photographs, and a detailed description of the items concerned. Any settlement will be subject to our terms and conditions and any applicable insurance arrangements. Where an insurance policy applies, you may be required to follow the insurer's claims process in addition to this complaints procedure.

Behaviour and Expectations

We expect our customers and our staff to behave respectfully throughout the complaints process. We will not tolerate abusive, threatening or discriminatory language or behaviour. In rare cases where behaviour is unreasonable or aggressive, we may restrict the way we communicate, while still ensuring that your complaint is properly recorded and considered.

How We Use Complaints to Improve Our Service

We review complaints regularly to identify patterns or recurring issues in our removals and man and van operations. This may lead to additional staff training, changes to our booking procedures, improved communication with customers, or updates to our terms and conditions. By raising a concern, you help us to maintain and improve the quality and reliability of our services for all customers.

Record Keeping and Data Protection

We keep a record of all complaints, including the date received, the nature of the issue, the investigation findings and the outcome. These records are stored securely and handled in accordance with our data protection obligations. Information is used only for managing your complaint, improving our services and meeting legal or regulatory requirements where applicable.

Review of This Complaints Procedure

This complaints procedure is reviewed regularly to ensure it remains clear, fair and effective for customers using our removal and man and van services. Any significant changes will apply to future complaints and will not affect your rights in relation to matters already raised under a previous version.