Complaints Procedure for Man with Van Peckham

This complaints procedure explains how you can raise concerns about the services provided by Man with Van Peckham and how we will respond. It applies to all customers using our man and van and removals services, including home moves, office moves, item collection and delivery, or any related removal service.

Our Commitment to You

We aim to provide a reliable, professional and courteous removal service at all times. If something goes wrong or falls below your expectations, we want to know so we can put it right and improve for the future. All complaints are taken seriously, handled fairly, and treated with respect and confidentiality.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not. This may include, for example:

Issues with punctuality, communication, behaviour or conduct of our staff or drivers, the way items were handled, loaded, transported or unloaded, damage or loss of items during a move, problems with pricing, quotations or invoicing, and any aspect of the booking, confirmation or delivery of our removal services.

You do not need to use specific language or legal terms. If you tell us you are unhappy and want us to look into something, this will be treated as a complaint.

How to Make a Complaint

You can raise a complaint in writing or verbally. We encourage you to contact us as soon as possible after the issue arises, as this helps us investigate effectively. Please include as much detail as you can, such as your full name, the date and approximate time of the service, the collection and delivery locations, a clear description of what went wrong, details of any damage or loss, and what outcome you are seeking.

If your complaint is made verbally, we may ask you to confirm the details in writing so that we have an accurate record and can respond thoroughly.

Our Complaints Handling Stages

We aim to deal with complaints quickly and informally wherever possible. However, we also have a clear staged process to ensure your concerns are properly considered.

Stage 1: Initial Response

Once we receive your complaint, we will acknowledge it. Where possible, we will try to resolve the issue immediately. This may involve clarifying what happened, checking our records and schedules, speaking to team members involved, and agreeing a practical solution with you.

If the complaint is straightforward, we aim to provide you with a response within a reasonable timeframe. If more time is needed, we will let you know and explain why.

Stage 2: Investigation

If your complaint cannot be resolved at Stage 1, or if you are not satisfied with the initial response, it will be escalated for a more detailed investigation. This may involve reviewing booking information, correspondence, photographs or video evidence where available, speaking with the driver or removal staff involved, and considering any relevant policies, terms or conditions that formed part of your booking.

We will provide you with a written outcome explaining what we have found, whether the complaint is upheld in full or in part, or not upheld, the reasons for our decision, and any actions we will take, such as an apology, service improvement, staff training, or where appropriate, a gesture of goodwill or compensation in line with our terms and conditions.

Stage 3: Further Review

If you remain dissatisfied with the outcome of Stage 2, you may request a further review. In your request, please explain which parts of the decision you disagree with and why, and provide any additional information you feel has not been considered.

A further review will look at whether the complaint was handled fairly, whether our decision was reasonable based on the evidence, and whether our procedures were followed correctly. We will then issue a final response. Once this final response has been given, our internal complaints process will normally be considered complete.

Timescales

We aim to acknowledge complaints promptly and to provide a full response within reasonable and proportionate timescales, depending on the complexity of the issue. Some complaints, such as those involving alleged damage, may require additional time to review evidence and gather information. Where this is the case, we will keep you informed of progress and when you can expect an update.

Evidence and Inspection of Damage

If your complaint relates to damage or loss to items, please tell us as soon as possible after the move. You may be asked to provide photographs, descriptions and any supporting documents. In some cases, we may need to inspect the item or ask you to retain it for assessment. Any consideration of repair or contribution towards replacement will be made in line with our terms and any agreed limitations of liability.

Confidentiality and Data Protection

All complaints are handled confidentially. Information will only be shared with staff members who need it to investigate and resolve the matter. We will treat your personal data in accordance with applicable data protection laws and our privacy practices. We will store complaint records securely and for as long as is reasonably necessary for legal and operational purposes.

Fairness and Respect

We are committed to dealing with all customers fairly and without discrimination. We expect our staff to treat you with courtesy, and we ask that you treat our team with the same respect. We reserve the right to take appropriate action if behaviour towards our staff is abusive, threatening or harassing, while still ensuring that any valid complaint is properly considered.

Using Feedback to Improve Our Service

Complaints, comments and suggestions are an important part of improving our man and van and removals services. We regularly review the issues raised to identify patterns, training needs and opportunities to improve how we plan moves, handle items, communicate with customers and manage bookings. By following this complaints procedure, you help us keep our standards high and ensure that future customers benefit from any improvements we make.

Updates to This Procedure

This complaints procedure may be updated from time to time to reflect changes in our services, legal requirements or best practice in the removals and transport industry. The version published on our website will always be the most current version. If your complaint is already in progress, any changes will not affect the way we handle your existing case, unless we agree otherwise with you.