Complaints Procedure

Complaints Procedure for Man With a Van Chessington

Man With a Van Chessington is committed to providing a reliable and professional removals and delivery service. We recognise that, on occasion, things may not go as planned. When that happens, we want to hear from you so we can put things right, learn from the issue, and improve our service for all customers. This Complaints Procedure explains how you can raise a concern, what information we need, 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, consistent and timely manner. We will treat every customer with respect, listen carefully to your concerns and do our best to resolve issues as quickly as possible. We use feedback to identify any patterns or recurring issues, especially in relation to our local and long-distance removal services, so that we can continually improve our processes and staff training.

What This Procedure Covers

This procedure applies to complaints about our removal and man and van services, including but not limited to:

Service quality on moving day, punctuality of drivers and teams, handling, loading and unloading of belongings, conduct and behaviour of staff, communication before, during and after a booking, accuracy of quotes in relation to the service provided, damage to items or property, and delays, cancellations or changes to agreed schedules.

This procedure is intended for individual customers and small business clients who have used or booked our services.

Raising a Complaint Informally

Many concerns can be resolved quickly and informally. If you are unhappy with any aspect of your move or delivery on the day, please speak to the driver or team leader as soon as possible. They will do their best to address the issue immediately where it is safe and reasonable to do so.

If your concern arises before or after moving day, you can raise it at the earliest opportunity through our normal contact channels. Providing early feedback gives us a better chance of resolving the matter promptly and avoiding any further inconvenience.

Making a Formal Complaint

If you feel that your concern has not been resolved informally, or the issue is more serious, you may submit a formal complaint. When making a complaint, please provide as much detail as possible so that we can understand the situation clearly and conduct a thorough review.

To help us investigate effectively, please include the following information where possible:

Your full name and contact details, the date and approximate time of the move or service, the collection and delivery locations, a clear description of what went wrong and when, names or descriptions of any staff involved if known, any supporting details such as photos, item lists or reference numbers, and information about what outcome you are seeking, such as an explanation, apology or compensation consideration.

How We Will Handle Your Complaint

Once we receive your complaint, we will follow a structured process to ensure it is reviewed fairly and thoroughly.

Firstly, we will acknowledge receipt of your complaint within a reasonable timeframe. In our acknowledgment, we will confirm that we have received your concerns and advise if we need any additional information to begin our investigation.

Secondly, we will investigate the circumstances of your complaint. This may include reviewing booking records, vehicle logs and any photographs, speaking to the driver and team who carried out your move, considering any relevant policies and procedures, and assessing any evidence or documents you have provided.

Thirdly, after we have completed our investigation, we will provide you with a written response setting out our findings. Where we find that something has gone wrong, we will explain what happened, why it occurred if known, and what we can do to put things right. Remedies may include an apology, corrective action on future bookings, practical solutions where possible, and, where appropriate, consideration of compensation in line with our terms and conditions.

Timeframes for Resolution

We aim to resolve most complaints as quickly as possible. The time needed will depend on the complexity of the issue, the availability of staff involved and any supporting information required. Straightforward matters may be resolved within a few working days, while more complex cases may take longer. If we require additional time to complete our investigation, we will let you know and provide an updated timescale.

If You Are Not Satisfied With the Outcome

If you are unhappy with the outcome of your complaint or believe that it has not been handled fairly, you may ask for a further review. In doing so, please explain which aspects of our response you disagree with and provide any additional information that you feel has not been taken into account.

We will arrange for a more senior member of our team to review the original investigation and response. They may contact you for further clarification. After this review, we will provide a final response explaining our position.

Complaints Involving Loss or Damage

If your complaint involves loss of or damage to your belongings during a move or delivery, it is important that you notify us as soon as possible, and within any time limits set out in our terms and conditions. Please keep any damaged items and packing materials, and provide clear photographs where available. This will assist us in assessing the extent and cause of any damage and, where applicable, handling any insurance-related aspects in line with our contractual obligations.

Using Feedback to Improve Our Service

All complaints and significant service issues are recorded and reviewed regularly. We use this information to identify trends, improve our planning for local and regional moves, update risk assessments for lifting and loading, and provide additional training to our drivers and moving teams where required. Your feedback plays a vital role in helping us maintain and improve the quality of our man and van and removal services.

Confidentiality and Data Protection

We will treat all complaints in confidence and only share details with staff who need the information to investigate or respond. Any personal data you provide will be handled in accordance with applicable data protection laws and our privacy practices. We will retain complaint records only for as long as necessary for legal, regulatory and operational purposes.

Review of This Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective for customers using our removal and man and van services. We may update it from time to time to reflect changes in legislation, industry practice or our own internal processes. The version published here represents our current approach to handling customer complaints.