Complaints Procedure for Man with Van Capham

Man with Van Capham is committed to providing reliable and professional removal services. We understand 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.

Scope of this Complaints Procedure

This procedure applies to any complaint about our man and van or removal services, including but not limited to local moves, house or flat removals, office moves, packing or loading services, storage collections and deliveries, timing or scheduling issues, conduct of staff, handling of belongings, and administration such as bookings and documentation.

We treat all complaints seriously, whether they are raised by private customers, landlords, businesses, or agents who use our services.

Our Commitments

When you raise a complaint with Man with Van Capham, we will aim to be accessible and easy to contact, listen carefully to what you tell us, treat you with courtesy and respect, investigate the issue fairly and impartially, keep you informed of progress, provide a clear response in plain language, and use your feedback to improve our services.

We will not treat you differently for making a complaint, and your future bookings with us will not be affected by raising any concerns.

How to Make a Complaint

You can make a complaint in writing or verbally. To help us understand and deal with the issue quickly, please provide your full name, the address for the collection and delivery involved, the date and approximate time of the service, a clear description of what went wrong, details of any damage or loss where relevant, and any supporting information such as photos or a list of items affected.

If you raise a concern during a job, please speak to the team on site first. Many issues can be resolved immediately. If you are not satisfied with the outcome, or prefer not to discuss it at the time, you can follow this formal complaints procedure.

Time Limits for Making a Complaint

We ask that you make any complaint as soon as reasonably possible after the service. This helps us to investigate while details are still fresh and any evidence is more easily available. For complaints about service quality or staff conduct, we recommend contacting us within 14 days of the move. For complaints involving damage or loss of items, we strongly recommend that you contact us within 7 days of the move and provide photos or other evidence as soon as you can.

We may still consider complaints made after these timeframes, but our ability to investigate fully may be reduced.

Stage One: Initial Review and Acknowledgement

Once you submit your complaint, we will record the details and arrange for an appropriate person to handle it. We aim to acknowledge your complaint within three working days. Our acknowledgement will confirm that we have received your complaint, provide a reference for the case, and explain the next steps and expected timescales.

At this stage, we may contact you for further information or clarification to ensure we fully understand the issue before we start our review.

Stage Two: Investigation

We will then carry out an internal investigation. This may include reviewing your booking details, checking schedules and job notes, speaking with the staff involved, reviewing any photographs or supporting evidence you have provided, and considering our relevant policies and terms of service.

We aim to complete this investigation and provide a full response within 14 working days of acknowledging your complaint. If the issue is more complex and we need more time, we will let you know, explain why there is a delay, and give you a revised timeframe for our response.

Stage Three: Our Response and Outcome

After the investigation, we will send you a clear and reasoned response. This will summarise your complaint as we understand it, explain what we have investigated, set out our findings based on the available evidence, confirm whether your complaint is upheld in full, in part, or not upheld, and detail any actions we propose to take.

Depending on the circumstances, those actions may include an apology and explanation, corrective steps in our processes, staff training or guidance, and where appropriate, a gesture of goodwill or other remedy in line with our terms and conditions and any applicable law.

If You Are Not Satisfied with the Outcome

If you are unhappy with our response, you may request a further review. When you do so, please explain why you are dissatisfied with the outcome or how you believe we have misunderstood any part of your complaint. Where possible, a more senior member of our team, who was not directly involved in the original investigation, will review the case.

We will consider any additional information you provide, reassess the evidence, and confirm whether we are able to change or maintain our original decision. We aim to complete this review within 14 working days and will let you know if we need more time.

Claims for Damage or Loss

Where your complaint involves alleged damage to property or belongings, we may ask for photographs of the damage, a list and description of affected items, estimates of repair or replacement costs where appropriate, and confirmation of the condition of the items before the move. In some cases, we may arrange for further inspection of items or property. Any assessment will take into account our terms and conditions, the nature of the items moved, pre-existing wear and tear, and the scope of the service you booked.

Confidentiality and Data Protection

All complaints will be handled in confidence. Information will be shared only with those who need it to investigate and resolve the matter. Any personal data you provide will be processed in line with our obligations under relevant data protection laws and our internal policies.

Using Feedback to Improve Our Services

We value feedback and view complaints as an opportunity to improve. We regularly review complaints data to look for patterns and recurring issues, adjust our working practices where necessary, and provide additional training for our staff and drivers. This helps us to maintain and enhance the quality of our man and van and removal services across our service areas.

Changes to this Complaints Procedure

Man with Van Capham may update this complaints procedure from time to time to reflect changes in our services, legal requirements, or best practice. The version in force at the time you make your complaint will apply to how we handle your case.