Complaints Procedure

Clapham Man and Van Complaints Procedure

Clapham Man and Van is committed to delivering a reliable and professional removal service for homes and businesses. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and the steps we take to reach a fair outcome.

Our Commitment to You

We aim to provide a smooth, efficient man and van and removals service. When you tell us something has gone wrong, we will treat your complaint seriously, handle it with respect and confidentiality, and use the feedback to improve our services. We will always try to resolve concerns as quickly as possible and keep you informed throughout the process.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our removal services, the conduct of our staff or contractors, or the way we have handled your booking or belongings, where you would like a response or resolution. This may include issues such as delays, communication problems, damage to items, billing disputes, or the behaviour of our team during a move.

How to Raise a Complaint

You can raise a complaint in writing or verbally. Please provide as much detail as possible so we can understand the issue clearly and respond appropriately. When submitting your complaint, include the following information where possible:

The date and location of your move or service, your full name and the name the booking was made under, a clear description of what went wrong, any relevant reference numbers or booking details, and what outcome you are seeking, such as an explanation, apology, or review of charges.

If your concern arises on the day of your move, we encourage you to raise it with the driver or team leader on site so they can attempt to resolve the matter immediately. If you are not satisfied or prefer to contact the office, you may submit a formal complaint after the move.

Time Limits for Making a Complaint

To help us investigate effectively, we ask that complaints are made as soon as reasonably possible after the issue occurs. For concerns involving possible loss or damage to goods during a removal, you should notify us promptly once the issue is discovered, so that we can assess the situation while evidence and information are still available.

How We Will Handle Your Complaint

Once we receive your complaint, we will log it and begin our internal process. Our aim is to acknowledge your complaint within a reasonable timeframe and let you know that it is being reviewed. We will then investigate the matter fully and provide you with a clear response.

Investigation Process

During our investigation, we may take some or all of the following steps, depending on the nature of your complaint:

Review your booking details, service notes and any relevant documentation, speak with the removal team or staff involved in your move, assess any photographs, inventories or supporting information you provide, and where appropriate, request further details or clarification from you so we can understand the circumstances accurately.

We aim to complete our investigation and respond with our findings within a reasonable period. If the matter is complex or requires additional time, we will inform you and update you on our progress.

Our Response and Possible Outcomes

After we have completed our investigation, we will provide you with a written or verbal response setting out:

A summary of your complaint, what we have found during our investigation, any steps we have already taken or propose to take, and our decision regarding your complaint.

Where appropriate, outcomes may include an explanation, an apology, corrective action to prevent a similar issue in future, or a proposal for a goodwill gesture or resolution in line with our terms and conditions and any applicable service policies.

If You Are Not Satisfied with the Outcome

If you are unhappy with the outcome of your complaint or feel it has not been handled fairly, you may ask for the decision to be reviewed. This review will be carried out by a senior member of our team who was not directly involved in the original handling of your complaint, where possible.

During the review, we will look again at the information provided, the steps taken during the initial investigation, and any new evidence you wish to submit. We will then provide you with a final response and explanation of our position.

Complaints Involving Damage or Loss

For complaints that relate specifically to damage or loss of items during a removal, we may require additional supporting information. This could include photographs of the damage, evidence of the condition of goods before the move, or proof of purchase or value. These details help us assess the circumstances, consider any liability in line with our terms and conditions, and determine whether compensation or another form of remedy is appropriate.

All claims of this nature will be evaluated carefully, taking into account the service you booked, any limitations agreed in advance, packaging used, and the handling notes recorded by our team.

Using Feedback to Improve Our Removal Services

Every complaint we receive is an opportunity for Clapham Man and Van to review and strengthen our man and van and removal services. We regularly analyse complaints to identify patterns or recurring issues, update staff training, refine our procedures for packing, loading, transport and customer communication, and improve how we manage bookings and service expectations.

By following this complaints procedure, we aim to give all customers a clear, fair and transparent process, supporting confidence and trust in the removal services we provide.