Complaints Procedure for Man With a Van Clapton

Man With a Van Clapton is committed to providing a reliable, professional removals and man and van service. However, we recognise that things can occasionally go wrong. This complaints procedure explains how you can raise a concern with us, how we will respond, and what you can expect at each stage of the process.

Our Commitment to You

We aim to handle every complaint fairly, consistently, and promptly. We welcome feedback, including complaints, because it helps us improve our services, our communication, and the overall customer experience.

When you make a complaint, we will:

Listen carefully to what you tell us and treat you with respect at all times.
Record the details of your complaint clearly and accurately.
Investigate thoroughly and objectively.
Offer a clear explanation of the outcome and reasons for any decisions.
Use the findings to improve our removals and man and van services where appropriate.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of our work. This can include, for example:

Concerns about how your removal or delivery was carried out.
Issues with punctuality, reliability, or conduct of staff.
Concerns about communication before, during or after the job.
Problems relating to goods in transit, including loss or damage.
Concerns about charges, invoices, or how costs were explained.

If you are unsure whether your issue is a complaint, you should still raise it with us. We will treat it appropriately and explain how it will be handled.

How to Make a Complaint

You can make a complaint in writing or verbally. Where possible, we encourage you to put your complaint in writing so that we have a clear record of your concerns and the events you are describing.

When you contact us, please provide:

Your full name.
The date of the removal or man and van service.
The collection and delivery addresses involved in the booking.
A clear description of what went wrong and when it happened.
Details of any conversations you have already had with our team.
Any supporting information that may help us understand the issue, such as photos or paperwork you hold.

We ask that you raise your complaint as soon as reasonably possible after the issue arises, so that we can investigate while events are still recent and evidence is easier to obtain.

Stage One: Initial Review and Response

Once we receive your complaint, we will acknowledge it within a reasonable time frame. We will usually aim to do this within three to five working days. The acknowledgement will confirm that we have received your complaint and that we are looking into the matter.

At this stage we may:

Ask you for further information or clarification if anything is unclear.
Confirm who will be dealing with the complaint.
Give you an estimated timescale for a full response.

We will then review your account of events, speak to the driver or team members involved where relevant, and examine any supporting information available. We will aim to provide a full written response within 14 working days of acknowledging your complaint. If we cannot respond within that time because further investigation is required, we will let you know and explain the reason for any delay.

Stage Two: Further Investigation or Escalation

If you are not satisfied with the outcome of Stage One, you can ask for your complaint to be reviewed again. When requesting a further review, please explain clearly:

Why you disagree with the Stage One response.
Which parts of the response you feel are incorrect or incomplete.
What outcome you are seeking.

Your complaint will then be escalated for a further review. This may involve a more detailed examination of the information already collected and, where appropriate, seeking additional evidence. We will aim to provide a further written response within 14 working days of your escalation request, or explain if more time is needed.

Possible Outcomes and Remedies

Depending on the circumstances, the outcome of our investigation may include one or more of the following:

An explanation or clarification of what occurred and why.
An apology where we identify that we have fallen short of our standards.
Corrective action to resolve any practical issues that remain outstanding.
Steps to improve our processes, staff training, or communication.
Consideration of compensation or contribution towards costs, in line with our terms and conditions and any applicable limitations of liability.

We will always explain our decision and reasoning in clear language, and we will confirm any agreed actions in writing.

Time Limits for Raising a Complaint

To allow for a fair and effective investigation, we ask that complaints relating to a specific removal or man and van job are raised as soon as reasonably possible. Issues involving alleged damage or loss of items should normally be reported within a short period after delivery, so that we can inspect any evidence and speak to the team involved while details remain fresh.

If a complaint is raised a long time after the event, it may limit our ability to investigate fully or to provide certain remedies. However, we will always explain what we can and cannot do based on the information available.

Our Standards and Continuous Improvement

We regularly review complaints and feedback to identify patterns, training needs, and opportunities to improve how we plan, manage, and complete removal jobs. This includes reviewing how we handle goods, coordinate moves, and communicate with customers throughout the process.

By following this complaints procedure, we aim to ensure that any concerns about our man and van or removals services are dealt with fairly, transparently, and in a way that benefits both our customers and our team in the long term.