Man and Van Catford Complaints Procedure

Man and Van Catford is committed to providing a reliable and professional removal service for customers arranging moves, collections, and deliveries. We recognise that occasionally things may not go as planned. When this happens, we want to hear from you so that we can put matters right where possible and improve our service for the future.

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 aim to deal with all complaints in a way that is fair, timely, and transparent. Our objectives are to:

Listen carefully to your concerns and understand the issue from your point of view.

Investigate the matter thoroughly and objectively.

Provide a clear explanation and, where appropriate, a practical resolution.

Use feedback from complaints to review and improve our man and van and removal services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our removal or man and van services, whether the issue arose before, during, or after your move or transport booking. This may include, for example:

Concerns about punctuality, conduct, or communication from drivers or porters.

Issues with the handling, loading, unloading, or positioning of your belongings.

Disputes about agreed work, scope of service, or pricing where you feel our service did not match what was discussed.

Problems with administration, such as booking, scheduling, or documentation related to your local or longer-distance move.

If you are unsure whether your issue is a complaint, you are still encouraged to raise it so we can advise you and, if needed, treat it as a formal complaint.

How to Make a Complaint

You should raise your concern as soon as reasonably possible after the issue occurs. This helps us investigate effectively and find an appropriate solution.

You can make a complaint verbally or in writing. When you contact us, please provide:

Your full name and, if applicable, the name under which the booking was made.

The date of your move, collection, or delivery, and the locations involved.

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

Details of any discussions you have already had with our team about the issue.

Any supporting information that may help, such as photographs of damage, item lists, or copies of written communication.

Providing as much detail as possible at the outset allows us to review your complaint more quickly and accurately.

Initial Response and Acknowledgement

Once we receive your complaint, we will record it and arrange for it to be reviewed. We will acknowledge your complaint within a reasonable timeframe and explain the next steps.

In some cases, we may contact you to request further information or clarification. This helps ensure that we fully understand your concerns before forming a response.

Investigation Process

We will carefully investigate your complaint, which may include:

Reviewing your booking details and any relevant notes on the job.

Speaking with the driver, porters, or office staff involved in your removal or man and van service.

Considering any photographs, messages, or other evidence provided.

Comparing what happened with our service standards and procedures.

We aim to complete this investigation in a reasonable timeframe, depending on the complexity of the matter and the availability of any third parties involved.

Our Response and Possible Outcomes

After the investigation, we will provide you with a clear and concise response. This will typically include:

A summary of your complaint as we understand it.

Details of the steps we took to investigate the matter.

Our findings and the reasons behind our conclusions.

Any proposed resolution or action we will take.

Possible outcomes may include an explanation or clarification, an apology where we have fallen short of our standards, and where appropriate, practical steps to address the issue. Any remedy will take into account the nature of the complaint, the terms of the service, and any applicable limitations or conditions advised at the time of booking.

If You Are Not Satisfied With the Outcome

If you feel that your complaint has not been resolved or properly addressed, you can ask for your complaint to be reviewed again. In doing so, please explain:

Why you remain dissatisfied with the outcome.

Any points you feel have not been considered.

Any additional information you wish to provide.

We will then arrange for a further review, which may be conducted by a different member of the team where possible, to ensure a fresh and impartial look at your concerns. We will then respond to you again with our final position.

Time Limits for Raising Complaints

To help us deal with complaints effectively, we ask that any concerns relating to your removal or man and van booking are raised as soon as possible, and ideally within a reasonable time after the service date.

Delays in notifying us of problems may make it more difficult to investigate, especially in cases involving alleged damage, loss, or access issues at properties. While we will consider all complaints fairly, the passage of time may limit the options available.

Using Complaints to Improve Our Service

We value all feedback, including complaints, as an important part of maintaining and improving our local and regional removal services. Trends and recurring themes are monitored so that we can:

Review staff training and communication.

Update our procedures for packing, loading, and handling household goods.

Improve planning, scheduling, and route management for man and van jobs.

Enhance the information we provide to customers before and after moves.

By following this procedure, we aim to ensure that customers using Man and Van Catford for moves within the local area and beyond can have confidence that any issues will be taken seriously and addressed in a consistent and professional manner.