Man With a Van Clapham Complaints Procedure

Man With a Van Clapham is committed to providing a reliable and professional removal service for customers moving items locally or further afield. We aim to get things right first time, but we recognise that problems can occasionally arise. 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 You

We take all complaints seriously. Every concern is treated with respect and handled in a fair and consistent way. We use the information from complaints to review our services, improve staff training, and reduce the risk of similar issues happening again. You will never be charged for making a complaint, and raising a concern will not affect any ongoing or future bookings with us.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our removal services, whether justified or not. This can include, but is not limited to:

Service delays or missed time slots on the day of your move.

Damage to goods, property, or communal areas during loading, transport, or unloading.

Concerns about the conduct, attitude, or professionalism of our drivers or porters.

Disputes about pricing, quotes, or additional charges related to your move.

Issues with booking, communication, or information given to you before or after the service.

If you are unsure whether your issue counts as a complaint, you can still raise it and we will treat it as feedback or a formal complaint as appropriate.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. We encourage you, where possible, to raise issues as soon as you become aware of them, ideally on the day of your move. This allows us to resolve many problems quickly and informally.

When making a complaint, please provide as much detail as you can, including:

Your full name and any reference or booking details.

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

A clear description of what went wrong and how it affected you.

Details of any conversations already held with our team about the issue.

Photos or other evidence, where relevant, for example in the case of damage to items or property.

We may contact you to request additional information if needed to investigate your concerns thoroughly.

Stage One: Informal Resolution

Many complaints can be resolved quickly at the first point of contact. If you raise a concern with a member of our team, they will do their best to understand the issue and offer a practical solution on the spot. This may include arranging a return visit, clarifying charges, or agreeing reasonable next steps for assessing damage or loss.

If you are satisfied with the outcome at this stage, the matter will be treated as resolved but recorded internally so we can monitor recurring issues and improve our service.

Stage Two: Formal Complaint Review

If the issue cannot be resolved informally, or you are unhappy with the response, you can ask for your complaint to be escalated for formal review. At this stage a manager or senior member of our team will take responsibility for investigating the matter.

We will acknowledge your formal complaint and will then carry out a thorough review. This may include speaking with the driver or porters involved, reviewing booking and job records, examining photographs or inventory lists, and assessing any relevant policies or terms and conditions.

Once the investigation is complete, we will provide a clear and reasoned response explaining:

What we have found after reviewing the complaint.

Whether we uphold your complaint in full, in part, or not at all.

Any actions we will take to put things right, which may include apologies, practical steps to remedy the situation, or other appropriate measures.

Any changes we plan to make to our procedures or staff training as a result of the complaint.

Timeframes for Responses

We aim to respond to all complaints promptly. In many cases we can provide an initial response within a short period. If a detailed investigation is required, this may take longer, particularly where we need to gather information from staff who were present on the day of your move or review complex details about your booking.

If we are unable to provide a full response within a reasonable time, we will let you know and explain the reason for the delay and when you can expect a final outcome.

Outcomes and Remedies

Where your complaint is upheld, we will aim to offer a fair and proportionate remedy. This will depend on the nature of the issue and may include, where appropriate:

A clear explanation and apology for any inconvenience caused.

Practical steps to address outstanding service issues, where these can reasonably be resolved.

Review of internal processes to prevent similar issues with future removal bookings.

Any remedies will take into account our terms of service and any limits or responsibilities set out in those terms.

Further Escalation and Feedback

If you remain dissatisfied after our formal review, you may request that your complaint is reconsidered by a more senior member of the team, where available. Although this is usually the final stage of our internal process, we will always be open to receiving further information or clarification from you that may assist in resolving the matter.

We welcome feedback on both our services and this complaints procedure. Suggestions for improvement are reviewed regularly and used to refine how we handle issues relating to removals, packing, loading, and transport.

Records and Confidentiality

We keep records of all complaints, including how they were investigated and resolved. This helps us identify patterns and improve the reliability of our man and van and removal services. Your personal information will be handled in line with our privacy practices and will only be shared with those who need it to deal with your complaint.

Review of This Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, effective, and suitable for the nature of our work. By continually updating our approach, we aim to provide a straightforward and fair process for any customer who wishes to raise a concern about the services provided by Man With a Van Clapham.