Complaints Procedure for Man and a Van Clapham
This complaints procedure explains how Man and a Van Clapham manages and resolves concerns about our removal and transport services. Our aim is to handle every complaint fairly, consistently and as quickly as possible, while learning from feedback to improve our services.
Purpose of this complaints procedure
The purpose of this document is to set out a clear and accessible process for customers who wish to raise a complaint about any aspect of our work. This may include local or long-distance moves, packing and loading, handling of belongings, punctuality, conduct of staff, or communication before, during or after a booking.
We treat all complaints seriously, whether they relate to minor service issues or more significant concerns such as damage or loss of items. Our focus is always on understanding what happened, putting things right where possible, and preventing similar issues from occurring again.
What counts as a complaint
A complaint is any expression of dissatisfaction about our services where a response is expected. This includes concerns about:
Quality of removal services, including packing, loading, unloading and transport.
Timeliness of arrivals, collections and deliveries.
Conduct, attitude or behaviour of our drivers, movers or office staff.
Care taken with property, including potential damage to items or premises.
Accuracy of information given before or after a booking, including pricing and scope of work.
Any aspect of our procedures that you believe has not been followed correctly.
How to make a complaint
You can raise a complaint verbally or in writing. We encourage customers to contact us as soon as possible so that we can investigate while details are still clear. When submitting a complaint, please provide:
Your full name and, if applicable, the name used for the booking.
The date of your move or service and the collection and delivery locations.
A clear description of what went wrong and when it occurred.
Names or descriptions of any staff involved, if known.
Any supporting information you may have, such as photographs, inventory lists, or notes.
What outcome you are seeking, for example an explanation, an apology, remedial work, or a review of charges.
Stage 1: Initial review and acknowledgement
Once we receive your complaint, we will log it and arrange for an appropriate member of our team to review it. We aim to acknowledge all complaints within a reasonable working timeframe, confirming that we have received your concerns and outlining the next steps.
During this stage, we may contact you to clarify any details, request further information, or discuss immediate steps we can take to address urgent issues, such as time-sensitive access to property or collection of remaining items.
Stage 2: Investigation
Your complaint will then be investigated by a manager or senior team member who was not directly responsible for the work in question, wherever possible. They may:
Review your booking details, job notes and any photographs or supporting evidence.
Speak to the staff involved in your move and any other relevant team members.
Examine vehicle logs, schedules and inventories, where applicable.
Consider whether our usual standards, policies and procedures were followed.
We aim to complete the investigation within a reasonable period, though complex cases may take longer. If further time is required, we will keep you informed of progress and expected timescales.
Stage 3: Response and resolution
Once our investigation is complete, we will provide a clear and concise response. This will normally include:
A summary of the issues you raised.
Our understanding of what happened, based on the information available.
Whether we uphold your complaint in full, in part, or do not uphold it, and the reasons for that decision.
Any steps we will take to resolve the matter or reduce the impact of what occurred.
Any changes we intend to make to our processes, training or systems as a result of your feedback.
Possible outcomes may include an apology, a practical remedy, a review of charges, or confirmation that standards were met but that we recognise the inconvenience you experienced.
Escalating your complaint
If you are not satisfied with the outcome of Stage 3, you may ask for your complaint to be reviewed at a higher level within Man and a Van Clapham. When requesting an escalation, please explain why you remain dissatisfied and what specific aspects of our response you disagree with.
A senior member of our team will review the handling of your complaint, the evidence considered, and the conclusions reached. They may decide to further investigate specific points or to uphold or amend the original decision. We will then provide a final response, which will normally conclude our internal complaints process.
Time limits for making a complaint
We recommend that any complaint is raised as soon as possible after the date of your move or the service concerned. This allows us to gather accurate information, speak to staff while events are fresh in their minds, and obtain any relevant evidence. While we will consider complaints made later, the passage of time can make it more difficult to investigate thoroughly.
Our commitment to fairness and respect
All complaints are handled with respect, confidentiality and impartiality. We do not discriminate against customers who raise concerns, and making a complaint will not affect your right to use our services in future. We expect all communication during the complaints process to remain courteous. If behaviour toward our staff becomes abusive or threatening, we may limit or redirect further contact while still addressing the issues raised.
Using feedback to improve our removal services
Every complaint and piece of feedback helps us refine our removal services, from planning and scheduling to how we protect belongings during loading and unloading. We regularly review complaints to identify trends, training needs and opportunities to enhance the customer experience. Our goal is to provide a reliable, efficient and careful service for all moves and to act promptly when things do not go as planned.
Updates to this complaints procedure
Man and a Van Clapham may update this complaints procedure from time to time to reflect changes in our operations, industry standards or legal requirements. The latest version will always apply to new complaints. If your complaint is already in progress, we will tell you if any changes affect how it will be handled.
