Dulwich Man and Van Complaints Procedure

At Dulwich Man and Van, we aim to provide a professional, reliable and considerate removals service for every customer. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so that we can put matters right and improve our services. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for dealing with complaints relating to our man and van and removal services. It is designed to ensure your concerns are listened to, investigated properly and resolved wherever possible in a timely manner. We treat all complaints seriously and use them as an opportunity to learn and improve.

What This Procedure Covers

This procedure applies to complaints from private and business customers about any aspect of our services, including but not limited to:

Service quality during collection, transport or delivery

Conduct, behaviour or professionalism of our team members

Handling and care of furniture, personal belongings and business items

Timeliness of arrival, completion and communication regarding your booking

Charges and invoicing issues relating to completed work

Any other concern arising directly from the removal or man and van services we provide

It does not cover general enquiries, requests for quotes or routine booking changes, which should be dealt with through our standard contact channels.

How to Make a Complaint

You can make a complaint in writing or verbally, whichever is easiest for you. While we accept complaints made in any reasonable form, we encourage you to put your complaint in writing so there is a clear record of the issues you wish to raise.

When submitting a complaint, please provide as much detail as possible, including:

Your full name and the name under which the booking was made

The date and approximate time of the service

The pick up and delivery locations

A clear description of what went wrong and when it occurred

Names or descriptions of any team members involved, if known

Any photographs or supporting evidence, where relevant

What outcome or resolution you are seeking

Providing this information at the outset helps us to investigate efficiently and respond more quickly.

Time Limits for Raising a Complaint

We ask that you raise any complaint as soon as reasonably possible after the issue arises. For issues relating to possible damage or loss of items, you should notify us as soon as you become aware of the problem. Prompt notice improves the chances of a clear and fair investigation and may assist with any insurance processes that may be applicable.

Our Complaints Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will record it in our internal system. We will then acknowledge receipt of your complaint within a reasonable time. In our acknowledgement, we will confirm that we are investigating your concerns and may ask for any further information needed to understand the matter fully.

Stage 2: Investigation

Your complaint will be investigated by a person with appropriate seniority and, where possible, not directly involved in the original issue. The investigation may include:

Reviewing your booking details, job sheets and any notes taken on the day

Speaking with staff members who were present during the service

Reviewing any photographs, inventory records or related documents

Assessing whether our policies and procedures were followed correctly

We aim to conduct this investigation thoroughly but also promptly, balancing fairness with the need for a timely response.

Stage 3: Response and Outcome

Once the investigation is complete, we will provide you with a written response setting out:

A summary of the complaint and the issues you raised

The steps we took to investigate your concerns

Our findings and conclusions

Any actions we propose to resolve the matter

Potential outcomes may include an explanation or apology, a practical remedy such as corrective action, or a goodwill gesture where appropriate. Any resolution will take into account the nature of the issue, the evidence available and our terms and conditions.

Stage 4: Escalation if You Remain Dissatisfied

If you are not satisfied with the outcome of your complaint at Stage 3, you may request that the decision be reviewed. You should explain why you remain dissatisfied and what further outcome you are seeking. A more senior member of our team will then review the handling and outcome of your complaint. They may re examine the evidence, request additional information or clarify points from the original investigation. After this review, we will provide a final response setting out our position.

Fairness, Confidentiality and Data Protection

We handle all complaints impartially and aim to treat both customers and staff fairly and respectfully. We will only share details of your complaint internally with those who need the information to investigate and resolve the matter. We process personal data in line with applicable data protection requirements. Information relating to your complaint will be retained only for as long as necessary to deal with the issue and for any legal or regulatory purposes.

Complaints and Our Commitment to Improvement

Every complaint is an opportunity for us to review how we deliver our man and van and removal services. We regularly monitor and review complaints to identify patterns and areas where changes may be needed. This may include additional staff training, revising procedures, improving communication with customers or updating our service standards.

By following this Complaints Procedure, we aim to resolve individual concerns in a fair, transparent and timely way, while continually improving the reliability, care and professionalism of Dulwich Man and Van for all customers.