Complaints Procedure for Battersea Man and Van

Battersea Man and Van is committed to providing a reliable and professional removals and man and van 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 throughout the process.

Our Commitment to You

We aim to deliver a smooth, efficient removal experience for every customer. When a complaint is made, we will treat it seriously, handle it in a fair and respectful manner, and use the outcome to improve our services. We do not charge a fee for handling complaints.

What This Procedure Covers

This complaints procedure applies to all domestic and commercial customers using our man and van and removal services. It covers issues such as service quality, conduct of staff, handling of belongings, adherence to agreed schedules, and clarity of information provided prior to and during your move.

How to Make a Complaint

You can raise a complaint verbally or in writing. We recommend putting your complaint in writing so that we have a clear record of the details. When submitting a complaint, please provide as much information as possible, including:

1. Your full name and contact details
2. The date and location of your move
3. A clear description of what went wrong
4. Any relevant reference numbers or booking details
5. Details of any conversations you have already had with our team about the issue
6. What outcome or resolution you are seeking

The more information you provide, the easier it will be for us to investigate and respond promptly.

Time Limits for Making a Complaint

We encourage you to raise any concerns as soon as possible. For issues relating to service quality or staff conduct, please contact us within 14 days of your move. For issues involving potential damage or loss of items, please notify us as soon as you become aware of the problem, ideally within 7 days of the service.

Complaints raised outside these timeframes will still be considered where reasonable, but our ability to investigate fully may be limited.

How We Handle Your Complaint

Once we receive your complaint, we will follow a clear and structured process:

1. Acknowledgement: We will acknowledge your complaint and confirm that it is being reviewed. Where possible, we will provide the name or role of the person handling the matter.
2. Initial Review: We will review the information you have provided and may contact you to request further details or clarification to ensure we fully understand your concerns.
3. Investigation: We will investigate the issues raised. This may include speaking to the staff involved, reviewing booking and job records, and, where relevant, checking any supporting evidence such as photographs or inventory notes.
4. Response: Following our investigation, we will provide you with a written response setting out our findings, any actions we propose to take, and the reasons for our decision.

Timescales for Response

We aim to issue a full written response within 14 days of acknowledging your complaint. If the matter is complex or requires more detailed investigation, we may need additional time. In such cases we will inform you of the delay, explain the reasons, and provide an updated timescale for our response.

Possible Outcomes and Remedies

Depending on the nature and outcome of the investigation, possible resolutions may include:

1. An explanation or clarification where there has been a misunderstanding
2. An apology where our service has fallen below the expected standard
3. Corrective action, such as improvements to our processes or staff training
4. A gesture of goodwill, where appropriate
5. Consideration of compensation, in line with our terms and conditions and any applicable limitations

Any resolution will be based on the facts of the case, the evidence available, and our obligations under our service agreement with you.

If You Are Not Satisfied with the Outcome

If you are unhappy with our response, you may request that your complaint be reviewed again. When doing so, please explain why you remain dissatisfied and whether you have any new information that you would like us to consider. A more senior member of our team will then review the case, including the original investigation and decision, and provide a final written response.

Fair Treatment and Confidentiality

All complaints are handled confidentially and in accordance with relevant data protection principles. Your complaint will be used only for the purposes of investigating and resolving the issue, as well as improving our services. Raising a complaint will not affect your right to receive our services in the future, and you will not be treated less favourably as a result of making a complaint.

Using Feedback to Improve Our Removals Service

We view every complaint and piece of feedback as an opportunity to improve. By analysing patterns in the issues raised, we can refine how we plan moves, protect belongings, communicate with customers, and manage timings. This helps us maintain a consistent standard across our man and van and removal services.

Review of This Complaints Procedure

This complaints procedure is reviewed regularly to ensure that it remains clear, fair, and effective. Any changes will apply to future complaints and will be reflected in the latest version of this document.

If you have any questions about this procedure or how it applies to your situation, you can contact us and request further clarification before submitting a formal complaint.