Complaints Procedure for Man and Van Streatham Customers

Man and Van Streatham is committed to providing reliable and professional moving and removal services. 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 aim to treat every complaint seriously, fairly and promptly. Our objectives are to understand what went wrong, put things right where possible, and use feedback to improve our removal and man and van services. You will always be treated with respect, and your complaint will not affect the standard of any future services you receive from us.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not. This may include issues such as delays on moving day, handling of items, conduct of staff, quality of packing or loading, clarity of pricing, or any other aspect of our removal services. If you are unhappy with any part of your experience with Man and Van Streatham, we encourage you to tell us.

Raising a Concern Informally

In many cases, an issue can be resolved quickly and informally. If a concern arises during your move or shortly afterwards, please speak to the team member in charge of your job or your usual point of contact. They will do their best to resolve the issue straight away, for example by clarifying information, adjusting an agreed plan, or arranging a practical solution on the day.

If you feel the matter is too serious for an informal discussion, or if an informal approach has not resolved your concerns, you may use our formal complaints process outlined below.

How to Make a Formal Complaint

To help us investigate effectively, please submit your complaint in writing. When doing so, include the following information where possible:

• Your full name and preferred method of contact
• The date and location of the service you used
• A clear description of what happened and what went wrong
• Any relevant reference numbers or booking details
• Details of any conversations already held with our team about the issue
• What outcome or resolution you are seeking

Providing as much information as you can helps us to review your concerns thoroughly and respond accurately.

Time Limits for Making a Complaint

We encourage you to raise complaints as soon as possible after the event. For issues related to a particular removal or man and van job, we ask that you contact us within a reasonable time from the date of service. Prompt notification makes it easier for us to investigate, especially where there may be questions about access, parking, property condition, or handling of items on the day.

What Happens After You Complain

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

1. Acknowledgement: We will acknowledge receipt of your complaint and confirm that it is being reviewed.
2. Initial Review: We will check the details, gather any relevant records, and if necessary, contact the staff involved in your move.
3. Investigation: We will look into the events you have described, including any communications, photographs, job notes, or inventory lists related to your removal.
4. Response: We will provide a written response setting out our findings, any proposed resolution, and the reasons for our decision.

We aim to complete this process within a reasonable timeframe. If, for any reason, our investigation takes longer than expected, we will let you know and provide an updated timescale.

Possible Outcomes and Remedies

Depending on the nature of your complaint and the outcome of our investigation, we may offer one or more of the following where appropriate:

• An explanation or clarification of what happened
• An apology for any inconvenience or distress caused
• Practical steps to rectify an issue within our control
• Review of internal procedures, staff training or service arrangements to reduce the chance of similar issues arising in future

Any remedy will be considered on a case-by-case basis, taking into account the circumstances of your move and the terms and conditions that applied to your booking.

If You Are Not Satisfied with Our Response

If you do not agree with the outcome of your complaint, you may request a further review. When doing so, please explain why you are unhappy with the original decision and provide any additional information that you believe has not been considered. A different member of our management team will then review your complaint, the initial investigation, and our previous response.

Following this review, we will issue a final response. This will set out our position clearly and indicate whether any additional steps will be taken.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be used only for the purpose of investigating and responding to your complaint and for improving our services. We will keep records of complaints in line with our data protection and retention practices. These records help us monitor performance and identify areas where our local removal and man and van services can be improved.

Using Feedback to Improve Our Services

Every complaint is an opportunity for us to learn and enhance the way we operate. By reviewing patterns in the complaints we receive, we can identify where our moving procedures, communication, or training need to be strengthened. This enables us to offer a more reliable and efficient service to all customers who rely on Man and Van Streatham for local removals and transport.

Availability of This Procedure

This Complaints Procedure is available to all customers and prospective customers of Man and Van Streatham. You may request a copy at any time before or after booking a man and van service or removal. If any part of this procedure is unclear, we are happy to explain it further so that you understand your rights and the steps involved.

We value your trust in choosing Man and Van Streatham and are committed to resolving any concerns fairly and transparently.