Wandsworth Man and Van Complaints Procedure

Wandsworth Man and Van is committed to providing a professional and reliable removal service for customers moving home or business premises. We understand that occasionally things may not go as planned, and when this happens we want to resolve issues fairly, transparently, and as quickly as possible. This complaints procedure explains how you can raise a concern, what information we need from you, and how we will respond.

Our Commitment to Customers

We aim to deliver a smooth and efficient man and van removal service, from initial quote through to safe delivery of your belongings. If you feel that the service you received did not meet the standards we describe in our terms and conditions, or if you are unhappy with any aspect of how your move was handled, we encourage you to let us know. Feedback, including complaints, helps us improve our services and staff training.

We will always treat your complaint seriously, listen carefully to your concerns, and investigate what happened. We will keep you informed throughout the process and provide a clear explanation of our findings and any actions we take.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our removal or man and van services, whether justified or not, that requires a response. This may include, for example:

Issues with punctuality, conduct, or professionalism of our moving team during collection, transport, or delivery.

Concerns that our services did not match what was agreed in your quotation or booking confirmation.

Problems relating to the handling, loading, unloading, or protection of your belongings.

Disputes about charges, payments, or additional costs associated with your move.

Dissatisfaction with how a previous query or concern was handled.

We ask that you raise your complaint as soon as possible after the event, so that we can investigate effectively while details are still clear and any evidence is readily available.

How to Make a Complaint

You can make a complaint in writing. This helps ensure we fully understand the details and can record your concerns accurately. Please set out the following information:

Your full name and contact details.

The date and location of your move, and any reference number you have been given.

A clear description of what went wrong or what you are unhappy about.

Details of any damage, loss, delays, or conduct issues, including times and names if known.

Any evidence that may help us investigate, such as photographs, inventory lists, or written notes.

What outcome you are seeking, such as an explanation, apology, corrective action, or review of charges.

To support a fair and thorough review, please try to be as specific as possible about events and dates.

Stage One: Initial Review

Once we receive your complaint, we will record it and begin our initial review. We will aim to acknowledge your complaint within a reasonable time frame. In this acknowledgement, we will confirm that we have received your complaint and explain the next steps.

At this stage we may contact you to ask for further information or clarification. This can include questions about your removal booking, access arrangements at collection or delivery addresses, items moved, or any issues observed during loading or unloading.

We will then review any internal records, such as job sheets, driver notes, and any previous correspondence about your move. If photographs or signed documents such as delivery notes are available, these will form part of our assessment.

Stage Two: Investigation and Response

After the initial review, a member of our management or customer care team will carry out a more detailed investigation. This may involve speaking to staff who were involved in providing your man and van service, checking route planning and timing, or reviewing agreed service levels and charges.

When our investigation is complete, we will provide you with a written response. This will usually include:

A summary of the issues you raised.

Details of the steps we took to investigate.

Our findings based on the information and evidence available.

Any actions we propose to take, such as an explanation, apology, corrective steps for future moves, or where appropriate, consideration of goodwill gestures in line with our terms and conditions and any applicable policies.

If we find that we need more time to investigate, we will let you know and give you an updated timeframe for our response.

Stage Three: Escalation

If you are not satisfied with the outcome of Stage Two, you may request that your complaint is escalated for a further internal review. When requesting an escalation, please explain which aspects of our decision you disagree with and provide any additional information you believe is relevant.

An escalation review will normally be carried out by a senior member of our team who was not directly involved in the original investigation wherever possible. They will reassess the complaint, review the evidence, and consider whether the initial outcome was fair, reasonable, and consistent with our obligations and service commitments.

Following this review, we will send you a final response, setting out our conclusions and confirming whether the original decision is upheld or amended.

Time Limits and Evidence

To help us assess your complaint properly, we may set reasonable time limits for supplying additional information or evidence. This is particularly important where your complaint relates to damage or loss, as items may need to be inspected, and photographs or inventories may be required.

In some situations, our ability to offer a particular remedy may be affected if a complaint is made long after the move took place. We therefore encourage you to check your belongings as soon as possible after delivery and to raise any concerns promptly.

Fairness and Confidentiality

We aim to treat all customers fairly and consistently. Your complaint will be handled impartially, and we will not treat you differently in any future bookings because you have raised a concern. Personal information shared during the complaints process will be handled in line with our privacy practices and only accessed by staff who need it to investigate and respond.

Using Feedback to Improve Our Services

Complaints and feedback are an important part of how we maintain and improve the quality of our removal and man and van services. Where our investigation highlights areas for improvement, we may update our procedures, provide additional staff training, or make changes to our booking and communication processes. Our aim is to reduce the risk of similar issues occurring for other customers and to enhance the overall moving experience.

This complaints procedure does not affect any legal rights you may have. It is designed to give you a clear, structured route to raise concerns and to understand how Wandsworth Man and Van will work with you to reach a fair outcome.