Complaints Procedure

Man with Van Catford Complaints Procedure

Man with Van Catford is committed to providing a reliable, careful and professional moving service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so that we can put things right where possible and continuously improve our removals service for all customers.

Our Commitment to Handling Complaints

We treat every complaint seriously, whether it relates to a home move, office relocation, packing service or item transportation. Our aims are to:

Listen carefully to your concerns.

Investigate the matter fairly and promptly.

Provide a clear response and, where appropriate, a suitable remedy.

Use the experience to improve our service across our operating area.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff conduct, charges or communication, where you would like a response. Examples may include:

Concerns about the handling, loading or unloading of your belongings.

Issues with timekeeping, reliability or completion of the agreed work.

Disputes relating to pricing, estimates or final charges.

Unclear or inadequate communication before, during or after your move.

Concerns about the behaviour or attitude of team members.

All feedback is welcome, even if you are not sure whether your issue is a complaint. We will guide you through the process and treat all concerns with respect.

How to Make a Complaint

You can raise a complaint in writing or verbally. Wherever possible, we encourage you to put your concerns in writing so that everything is clearly recorded. This helps us to investigate and respond thoroughly.

When making a complaint, please include:

Your full name and contact details.

The date of your move or booking and the pick-up and delivery locations.

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

The names of any staff you dealt with, if known.

Any supporting information you feel is relevant, such as photographs or inventory notes.

Providing full details at the start allows us to review your complaint more efficiently and reduces the need for follow-up questions.

Time Limits for Making a Complaint

You should raise your complaint as soon as possible after the issue arises. This helps us to retrieve accurate details and, where relevant, inspect items or locations while information is still fresh. As guidance:

For service issues on the day of your move, we ask that you contact us within 7 days.

For potential loss or damage to items, we ask that you contact us within 7 days of discovering the problem.

We will still consider complaints made after these time frames, but our ability to investigate fully may be limited if a significant period of time has passed.

How We Will Respond

Once we receive your complaint, we aim to acknowledge it promptly. We will review the information provided and may contact you to clarify any points or request additional details.

Our investigation may include:

Reviewing booking information, job sheets and service notes.

Speaking with team members involved in your move.

Checking any relevant photographs, inventories or condition reports.

Assessing our terms and conditions and how they apply to your situation.

We aim to provide a full written response within 14 days from the date we receive all necessary information. If we need more time, we will let you know and keep you updated on progress.

Possible Outcomes and Resolutions

After investigating, we will explain our findings in clear language. Depending on the outcome, possible resolutions may include:

An explanation or clarification of what happened and why.

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

Corrective action for future bookings, including service improvements or staff training.

Where appropriate and in line with our terms and conditions, a gesture of goodwill or financial settlement.

Any offer of resolution will take into account the circumstances of your move, the condition of items before and after the service, and any limitations or exclusions set out in our contractual terms.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint at the first stage, you may request that it is reviewed by a senior member of our team. When asking for an escalation, please explain why you are unhappy with the initial response and what outcome you are seeking.

The escalated review will consider all previous information alongside any new details you provide. We will aim to give you a final response within 14 days of acknowledging your request for escalation.

Fairness, Confidentiality and Data Protection

All complaints are handled impartially. We will not treat you differently or unfairly because you have raised a concern about our removal services. Our objective is always to deal with matters fairly for both you and our staff.

Information you provide during the complaints process will be kept confidential and used only for handling your complaint, improving our services and meeting legal or regulatory obligations. We store and process your personal data in line with applicable data protection requirements.

Using Complaints to Improve Our Service

We regularly review complaints and feedback to identify patterns and opportunities for improvement. This may include changes to how we plan moves, protect items in transit, communicate with customers, or train our teams.

By sharing your experience, you help us to strengthen the quality and reliability of our moving and transport services across every area we serve.

Contacting Us About a Complaint

If you wish to raise a complaint or ask a question about this procedure, please contact us using the usual contact details provided on our website or booking documentation. We will guide you through the process and confirm the next steps so you know what to expect at each stage.

This complaints procedure is reviewed regularly to ensure it remains clear, fair and effective for all customers of Man with Van Catford.