Complaints Procedure

St John's Wood Man and Van Complaints Procedure

St John's Wood Man and Van is committed to providing reliable and professional man and van and removal services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put matters right and continuously improve our services. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us throughout the process.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear and fair method for customers to report dissatisfaction relating to any aspect of our removal or man and van services, including local moves, small removals, packing assistance, loading and unloading, or associated customer support. It sets out how we aim to resolve complaints promptly, transparently and consistently.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where a response or resolution is expected. This may include, for example:

Concerns about the standard of our moving or van services.

Issues with punctuality, conduct or behaviour of staff or drivers.

Damage to property or belongings during loading, transport or unloading.

Disputes about quoted prices, final charges or payment terms.

Concerns about communication, documentation, or booking arrangements.

We treat all complaints seriously, regardless of their nature or perceived seriousness.

How to Make a Complaint

You can make a complaint in writing or by speaking to a member of our team. Written complaints are preferred wherever possible, as they create a clear record of the issues you have raised and help us investigate more efficiently. When submitting a complaint, please provide:

Your full name and any booking reference you may have.

The date and location of the service you received.

A clear description of what went wrong or what you are unhappy about.

Details of any conversations already held with our staff about the matter.

Photographs or other evidence, where relevant, particularly in relation to damage.

What you would consider to be a reasonable resolution.

The more information you can provide, the easier it will be for us to investigate your concerns thoroughly and respond appropriately.

Our Complaints Handling Stages

We aim to deal with all complaints as quickly and fairly as possible. Our process normally follows these stages.

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will record it and arrange for an initial review by a member of our management or customer care team. We will aim to acknowledge your complaint within a reasonable timeframe and confirm that it is being investigated. At this stage, we may contact you to clarify any details or request further information.

Stage 2: Investigation

We will then investigate the issues raised. This can include reviewing booking details, service notes, driver logs, photographs, job sheets and any other relevant documentation. We may also speak to the staff members or contractors involved in the move or delivery. Our aim is to fully understand what happened and why, and to assess whether we have met our expected standards of service.

Stage 3: Response and Proposed Resolution

Following the investigation, we will provide you with a written or verbal response explaining our findings. Where we find that our service fell below the standard we strive to provide, we will outline what we propose to do to put things right. Depending on the circumstances, this may include an apology, corrective action, practical assistance, or a goodwill gesture. If we conclude that we have acted reasonably and in line with our terms, we will clearly explain how we reached this decision.

Stage 4: Further Review

If you remain dissatisfied after our initial response, you can ask for your complaint to be reviewed at a higher level within the company. A senior member of our team will re-examine the details, including any new information you may wish to provide. We will then communicate a final position on your complaint.

Timeframes for Handling Complaints

We aim to acknowledge complaints promptly and to provide a full response as soon as reasonably possible after completing our investigation. Timeframes may vary depending on the complexity of the complaint, the availability of staff for interviews, and the need to review documents or evidence from the move. If we anticipate that our investigation will take longer than usual, we will keep you updated on progress and indicate when you are likely to receive a full response.

Complaints Relating to Damage or Loss

Complaints about damage to property or belongings arising from removal or man and van services are handled under this procedure alongside any relevant terms and conditions of service. It is important that you report such issues as soon as possible after becoming aware of them and provide supporting evidence where available. We will consider factors such as pre-existing condition, packing quality, access restrictions and any limitations agreed in advance when assessing liability. Where appropriate and within the scope of our obligations, we will discuss options for repair, replacement or other reasonable redress.

Confidentiality and Data Protection

All complaints are handled in confidence and in accordance with applicable data protection requirements. Information about your complaint will only be shared with those who need it to investigate and respond. We keep records of complaints and outcomes so that we can review patterns, identify training needs and improve the quality of our removal and man and van services.

Our Commitment to Fairness and Improvement

We are committed to treating all customers fairly, whether you are moving a single item or arranging a full property move. Feedback, including complaints, is a valuable source of information that helps us refine our procedures, enhance staff training and maintain consistent standards. We will never refuse a reasonable complaint, and we will not treat you less favourably for raising concerns in good faith.

If You Are Not Satisfied

If you feel that this procedure has not been followed or that your complaint has not been handled fairly, you may request a further explanation of the reasoning behind our decision. Where appropriate, we will signpost you to any external options that may be available under contract or law. However, we always encourage customers to work with us directly first, so that we have the opportunity to address and resolve issues wherever possible.

Review of This Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, effective and suitable for the range of local removal and man and van services we provide. Updates may be made to reflect changes in operational practices, legislation or industry guidance. The version available on our legal and policy information pages will always be the most current.

By booking or using our services, you acknowledge that you have had the opportunity to read this Complaints Procedure and understand how to raise any concerns you may have about our removals or man and van operations.