Man with Van Chelsea Customer Complaints Procedure

This Complaints Procedure explains how Man with Van Chelsea deals with concerns and complaints about our moving and removal services. We aim to provide a professional and reliable service for all customers, and we take any expression of dissatisfaction seriously. Our goal is to resolve issues quickly, fairly, and transparently.

Our Commitment to Handling Complaints

We recognise that occasionally things can go wrong during a move or transport job. When this happens, we encourage customers to tell us so we can put matters right and improve our service. Every complaint is treated with respect and is handled in a timely and consistent way. We will always try to resolve problems at the earliest possible stage.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, conduct on site, or the way we have handled a previous issue. This can include concerns about punctuality, care of belongings, communication, invoicing, or adherence to agreed arrangements for removals and transport.

Who Can Make a Complaint

Any individual or business that has used, or is directly affected by, the services of Man with Van Chelsea may raise a complaint. This includes the person who booked the move, a recipient of goods, or an authorised representative acting with the consent of the customer.

How to Make a Complaint

We encourage customers to raise concerns as soon as possible after the issue occurs. This allows us to investigate while details are still clear and, where appropriate, to take immediate action.

Complaints can be raised in writing or verbally. When making a complaint, please provide:

1. Your full name and any reference you have been given for the booking.
2. The date and location of the service carried out.
3. A clear description of the problem, including what went wrong and when.
4. Details of any damage, delay, or other impact on you or your property.
5. Any steps already taken to resolve the issue with our team on the day of the move.

Providing accurate information at the outset helps us assess the situation properly and respond more quickly.

Stage One: Informal Resolution

Where possible, we encourage you to raise your concern directly with the team on site or with the coordinator who arranged your move. Many issues can be resolved immediately through discussion and clarification. Our staff are trained to listen carefully, apologise where appropriate, and take practical steps to correct any problems they can address straight away.

If your concern is resolved at this stage, we will confirm what has been agreed and any actions we will take. If you are not satisfied with the outcome, or if the issue cannot be resolved informally, you may proceed to a formal complaint.

Stage Two: Formal Complaint

If you wish to make a formal complaint, please state clearly that you are submitting a complaint for formal review. Once received, we will:

1. Acknowledge your complaint within a reasonable time frame.
2. Record the details and assign it to a responsible person for investigation.
3. Review relevant booking information, communications, and staff reports.
4. Where necessary, ask you for additional information or clarification.

We aim to complete our investigation and issue a full response within a reasonable period, depending on the complexity of the matter. If more time is needed, we will inform you and explain why.

Our Investigation and Response

During the investigation we will consider what happened, what should have happened, and whether our service met our usual standards. We will take into account any evidence you provide, our internal records, and the account of staff involved in the move.

At the end of the investigation, we will provide a clear response that sets out:

1. What we understand your complaint to be about.
2. What we found during our investigation.
3. Whether your complaint is upheld in full, in part, or not upheld.
4. Any steps we have already taken, or will take, to address the issue.
5. Any remedies offered, which may include practical solutions, corrective actions, or other appropriate outcomes.

Stage Three: Escalation

If you are not satisfied with the outcome of the formal complaint, you may request that the matter be reviewed at a higher level within Man with Van Chelsea. When requesting an escalation, please explain why you are dissatisfied with the previous response and what outcome you are seeking.

The escalation review will look again at the handling of your complaint, the evidence considered, and the conclusions reached. We may uphold the original decision, change it, or recommend further action. You will receive a final response setting out our position.

Time Limits for Complaints

We ask that complaints relating to our removal and transport services are made as soon as practical, and generally within a reasonable period of the service taking place. Complaints about loss or damage to items should be raised promptly so we can assess the circumstances accurately.

Fairness, Confidentiality and Data Protection

All complaints are handled fairly and without discrimination. Making a complaint will not affect your right to use our services in the future. Information provided in connection with a complaint will be kept confidential, shared only with those who need it to investigate and resolve the matter. We manage personal data in line with applicable data protection requirements.

Using Complaints to Improve Our Service

We review complaints regularly to identify patterns, areas for improvement, and training needs. Feedback about our moving and transport work helps us refine our procedures, improve communication, and maintain high standards of care for customers and their belongings.

Man with Van Chelsea is committed to resolving complaints in a constructive way and using every concern raised as an opportunity to improve our removal services.