Complaints Procedure for Man and a Van Catford Customers
Man and a Van Catford is committed to providing a reliable, professional and friendly removals and man and van service. We recognise that occasionally things may not go as planned. When this happens, we want to know about it so we can put things right, learn from the experience and improve our service for future customers.
This complaints procedure explains how you can raise a concern, what information we need from you, how we will respond and the steps we will take to resolve matters fairly and promptly.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our removal or man and van services, whether it relates to bookings, communication, conduct of staff, timekeeping, handling of goods, charges, or any other aspect of our work.
You do not have to use any specific words for your concern to be treated as a complaint. If you feel unhappy with the service you have received from Man and a Van Catford, we encourage you to tell us as soon as possible.
Raising an Informal Complaint
Many issues can be resolved quickly and informally. If you are unhappy during your move or shortly afterwards, please speak to the driver or team leader on the day, if this is appropriate and safe to do so. They may be able to resolve practical issues immediately, such as clarifying instructions, adjusting how items are handled or confirming agreed arrangements.
If the problem cannot be resolved on the day, or you prefer not to raise it with the crew, you can contact our office team and explain your concern. We will aim to understand the issue and, where possible, offer an immediate explanation or solution.
Making a Formal Complaint
If your concern has not been resolved informally, or if the matter is more serious, you can make a formal complaint. To help us investigate properly, please provide the following information:
• Your full name and the address where the service took place
• The date of your move or booking
• A clear description of what went wrong
• Details of any conversations already held with our staff
• Any evidence you wish to share, such as photographs, inventory notes or written confirmations
• What outcome you are seeking, for example an explanation, apology, correction or compensation
Please submit your complaint in writing so that we can keep an accurate record of your concerns and our responses.
Our Aims When Handling Complaints
When we receive a complaint, we aim to:
• Treat you with respect and listen carefully
• Acknowledge your complaint within a reasonable time frame
• Investigate the matter thoroughly and fairly
• Keep you informed about progress where appropriate
• Provide a clear response and, where justified, offer a suitable remedy
We handle all complaints in good faith and without discrimination. Raising a complaint will not affect any future service you may wish to book with Man and a Van Catford.
Complaint Investigation Process
Once we receive your formal complaint, a member of our management team will review the details and open an internal case. The steps may include:
• Checking your booking details, inventory and job notes
• Speaking to the driver and any crew members involved
• Reviewing any photographs, messages or other evidence you have provided
• Considering any relevant terms and conditions that applied to your move
We will then prepare a written response setting out our findings. Where your complaint is upheld in full or in part, we will explain what went wrong and what we will do to put matters right as far as reasonably possible.
Possible Outcomes and Remedies
Depending on the nature of your complaint, possible outcomes may include:
• A clear explanation or clarification of what happened
• A sincere apology where our service has fallen below our standards
• Practical steps to resolve any ongoing issues, such as returning to complete agreed work
• A goodwill gesture, where appropriate
• Financial compensation, where a loss has been established in line with our terms and conditions and any applicable insurance cover
Every complaint is considered on its own facts. We will always aim to reach an outcome that is fair, reasonable and consistent.
Timeframes for Complaints
We encourage you to raise any concerns as soon as possible after your move, while details are fresh and evidence is easier to gather. This is particularly important for any concerns about loss or damage to items handled during a removal.
While we will consider complaints raised at a later date, delays may make it more difficult to investigate fully, especially where goods have been moved again, used or repaired, or where third parties have become involved.
If You Are Unhappy With Our Response
If you are dissatisfied with the outcome of your complaint, you may ask for your case to be reviewed by a different member of the management team, where available. You should explain which parts of the response you disagree with and provide any additional information you would like us to consider.
We will then undertake a further review and provide a final position. At this stage we may confirm the original decision or adjust our findings or proposed remedy.
Data Protection and Confidentiality
We treat all complaints and related information as confidential. Details are shared only with those who need to know in order to investigate and respond. Any personal data you provide in the course of a complaint will be handled in line with our data protection responsibilities and used solely for managing and recording your complaint.
Using Feedback to Improve Our Service
Complaints and customer feedback are an important part of how we monitor and improve the quality of our removals and man and van services. We regularly review the issues raised to identify patterns, update staff training and refine our working practices, including how we plan jobs, protect goods in transit and communicate with customers across our service area.
By following this complaints procedure, Man and a Van Catford aims to deal with all concerns openly, promptly and fairly, supporting our commitment to a professional and reliable local removals service.
