Stockwell Man and Van Complaints Procedure

Stockwell Man and Van is committed to providing a reliable and professional removal 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 handle it, and what you can expect from us at each stage.

Our Commitment to Customers

We take all complaints seriously and use them to improve our moving and transport services. Our aims when dealing with a complaint are to respond promptly, treat you fairly and with respect, keep you informed throughout the process, and reach a clear and reasonable outcome wherever possible.

We encourage you to raise any concerns as soon as you become aware of an issue so that we can address it quickly and minimise any disruption to your home or office move.

What This Procedure Covers

This complaints procedure applies to all removal and man and van services provided by Stockwell Man and Van, including packing, loading, transport, unloading, and any related support services. It covers issues such as service quality, conduct of staff or subcontractors, delays or missed appointments, damage to goods or property, and administrative or billing errors.

If your concern relates to a potential insurance claim, we may also need to follow the terms of our insurance policy and ask you for additional information or evidence. We will explain any extra steps required if this applies to your situation.

How to Make a Complaint

You can raise a complaint in writing or verbally. If you contact us by phone or in person, we may ask you to confirm the details in writing so that we have an accurate record of your concerns. When submitting a complaint, please include your full name, your service date or booking reference if available, the address where the service was carried out, a clear description of the problem and when it occurred, any immediate impact on your move or property, and any supporting information such as photographs, inventories, or written notes.

Providing detailed and accurate information at the start helps us investigate more efficiently and reach a fair outcome sooner.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will record it in our internal log and review the information you have provided. We will acknowledge your complaint within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint, identify the person responsible for handling it, and outline the next steps in the process.

If we need more information to understand the issue properly, we will contact you to clarify the details before continuing with our investigation.

Stage Two: Investigation

We will conduct a careful and impartial investigation into your complaint. This may include reviewing booking records and job sheets, checking service notes and photographs where available, speaking to the staff or subcontractors involved in your move, and considering any evidence you have supplied such as photographs of damage or correspondence with our team.

During the investigation, we may contact you to ask additional questions or request further details. This helps us gain a complete picture of what happened and assess whether our service met the standards we set for removals and man and van work.

Stage Three: Response and Outcome

After we have completed our investigation, we will provide you with a clear response. This will usually be in writing and will include a summary of the issue you raised, an outline of the steps we took to investigate, our findings based on the available evidence, and our decision and any proposed resolution.

Depending on the circumstances, possible outcomes may include an explanation or apology where things did not go as planned, corrective action such as revisiting a job where practical, a goodwill gesture where appropriate, or guidance on how to proceed with an insurance claim if this is relevant. Our aim is always to resolve complaints in a way that is proportionate, fair, and consistent with our terms and conditions.

If You Remain Dissatisfied

If you are not satisfied with our response, you can ask for your complaint to be reviewed again. When requesting a further review, please explain which aspects of our decision you disagree with and provide any additional information you believe we should consider.

We will arrange for a senior member of our team, who was not involved in the original handling of your complaint, to review the case. They will reassess the evidence, including any new information you provide, and issue a final response setting out their conclusions and the reasons for them.

Time Limits for Complaints

We encourage you to raise any concerns as soon as possible, ideally within a short time after your removal or man and van service. Prompt notification makes it easier for us to investigate, particularly where issues relate to potential damage or missing items. In some cases, our terms and conditions or insurance arrangements may set specific time limits for reporting certain types of problems. If this is relevant, we will explain it to you during the complaints process.

Using Complaints to Improve Our Service

We value feedback from customers and view complaints as an important part of quality control for our removal services. We periodically review the complaints we receive to identify recurring issues or opportunities to improve. This may lead to additional training for staff, updates to our procedures, or changes to how we plan and carry out moves. By following this complaints procedure, we aim not only to resolve individual problems fairly but also to continually raise the standard of the service we provide.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be shared only with those who need it to investigate and resolve your complaint. We store and process your personal data in line with applicable data protection requirements and our internal policies. We will retain records of complaints for a reasonable period for monitoring, training, and legal purposes.

This complaints procedure is intended to be clear and accessible. If anything is unclear or you require further explanation about how we handle complaints at Stockwell Man and Van, please contact us so we can assist you.