Complaints Procedure for Man with Van Selhurst

Man with Van Selhurst is committed to providing a reliable and professional removal and transport service. 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 at each stage.

Our Commitment to You

We aim to handle all complaints in a fair, timely and respectful manner. We use feedback to improve our moving and transport services and to reduce the likelihood of similar issues happening again. You will never be charged for making a complaint, and your service will not be affected by raising a concern in good faith.

What This Procedure Covers

This complaints procedure applies to all customers who have used, or attempted to use, our man and van or removals services. It covers issues such as:

Concerns about the quality of service provided on the day of your move or collection. Problems relating to punctuality, conduct, or communication from our team. Disputes regarding handling, loading, unloading, or transport of goods. Concerns about charges, invoices, or changes to agreed arrangements. Any other matter where you believe we have not met our stated standards.

Issues Not Covered

This procedure is designed for service-related complaints. It does not cover general questions, booking enquiries, or requests for quotations. These should be raised as normal service enquiries so we can assist you quickly and appropriately.

How to Make a Complaint

You can make a complaint in writing or verbally. We recommend putting your complaint in writing so that we have a clear record of your concerns. When submitting a complaint, please provide:

Your full name. The date and approximate time of the service. The address or locations involved in the move. A clear description of what went wrong and when it occurred. Any relevant details such as item descriptions, driver names if known, or reference numbers you may have received.

Providing as much detail as possible at the start helps us investigate more efficiently and reach a fair outcome.

Stage One: Initial Resolution

In the first instance, we will try to resolve your complaint informally and quickly. Once we receive your complaint, we will:

Acknowledge your complaint within a reasonable timeframe. Review the information you have provided. Where relevant, speak with the driver or team involved on the day of your move. Try to offer an explanation, resolution, or suitable next step.

Many concerns can be resolved at this stage through clarification, an apology where appropriate, or a practical solution. If you are satisfied with the outcome, the complaint will be closed and logged for our internal review and training.

Stage Two: Formal Investigation

If your complaint cannot be resolved informally, or if you are not satisfied with the initial response, you may request a formal investigation. At this stage, your complaint will be reviewed in more detail. We will:

Confirm that your complaint is being handled as a formal complaint. Review all relevant records, including booking details and any internal notes. Consider any photographs, inventories, or written information you have provided. Where necessary, request additional information from you to clarify events.

We will aim to provide a written response once our investigation is complete. This response will explain:

What we have investigated. The findings of our review. Any conclusions we have reached. Any actions we propose to take to resolve the matter.

Timeframes for Handling Complaints

We aim to acknowledge all complaints within a reasonable time from receipt. The time needed to fully investigate a complaint can vary depending on the complexity and availability of information. Where an investigation may take longer than expected, we will aim to update you and explain the reason for the delay.

Possible Outcomes

Depending on the nature of your complaint and the findings of our investigation, outcomes may include:

A clear explanation of what happened and why. An apology where our service has fallen below our expected standards. Corrective action, such as staff training or changes to procedures. A review of charges or an adjustment where appropriate and in line with our terms and conditions.

Each complaint is considered on its individual facts and circumstances. While we will always seek a fair and reasonable outcome, any remedies offered will be at our discretion and within the framework of our contractual terms.

Escalating Your Complaint

If you remain dissatisfied after our formal investigation and final response, you may choose to seek independent advice. This may include advice from consumer information services, legal advisers, or other appropriate bodies. Any external escalation will be outside of this internal complaints procedure, but we will cooperate reasonably with any legitimate enquiries.

Confidentiality and Data Protection

All complaints are treated with appropriate confidentiality. Information related to your complaint will only be shared with those who need it to investigate and resolve the matter, or where we are required to disclose it by law. Any personal data we hold in connection with your complaint will be handled in line with our data protection responsibilities.

Using Complaints to Improve Our Service

We regard complaints and feedback as an important source of learning. We regularly review complaint outcomes to identify patterns, areas for improvement, and opportunities to enhance our removal and transport services. This may lead to changes in training, procedures, or communication to provide a more reliable service to customers in future.

Amendments to This Procedure

Man with Van Selhurst may periodically update this complaints procedure to reflect changes in our services, legal requirements, or internal processes. The version made available on our legal or policy pages will be the one currently in force and will apply to new complaints from the date of publication.

By setting out a clear and accessible complaints procedure, we aim to ensure that any concerns about our man and van or removals services are heard, investigated, and resolved as fairly and efficiently as possible.