Complaints Procedure for Wandsworthon Man and Van

Wandsworthon Man and Van is committed to delivering a fair, transparent and timely complaints process for every customer who uses our man and van services. This complaints policy sets out the steps we take when concerns are raised, the expected timescales for responses and the range of outcomes we can consider. It applies to all service incidents, including delivery, handling, scheduling and service quality issues, and should be read as our official policy on resolving concerns raised by clients.

Our complaints procedure is designed to be accessible and straightforward. Whether you contacted our Wandsworthon man & van team for a one-off move or booked our van and man service for regular collections, this policy explains how a formal concern is recorded, investigated and resolved. We emphasise a no-blame approach to fact-finding and the pursuit of fair remedies that reflect the nature and impact of the issue reported.

Making a complaint: To make a complaint you should explain the nature of the concern, the date and location of the incident, and any relevant booking or reference information. Please provide sufficient detail to allow a meaningful investigation. On receipt, an acknowledgement will be sent within our stated administrative timeframe and the complaint will be allocated to a named case handler. Clarity and relevant documentation help speed up resolution and ensure your case is progressed efficiently.

The complaints handling process has three clear stages: acknowledgement, investigation and outcome. During the investigation phase we may review job notes, speak with crew members, examine photographs or delivery records, and review any correspondence. We treat each matter individually, aim to be impartial and take account of any mitigating circumstances. Our van and man team will cooperate fully with the internal review to ensure a balanced assessment.

Possible outcomes include one or more of the following remedies, depending on the findings and the extent of any loss or inconvenience:

• an apology for service shortcoming;
• an offer of redress such as a partial refund or credit against future services;
• re-performance of a failed service, when practicable;
• restitution for proven damage where liability is established.

We aim to provide a final response within a reasonable timescale. If a full response cannot be provided quickly due to the need for a detailed investigation, we will provide interim updates and a clear indication of when a full decision can be expected. Our goal is to resolve straightforward cases promptly and more complex cases within a defined review period.

Where a complainant is not satisfied with the initial outcome, the matter can be escalated within our internal review structure. An escalation will be handled by a senior manager who was not involved in the original decision. This second-stage review is intended to reassess the facts, examine any new evidence, and confirm whether the original outcome remains appropriate. Escalation does not guarantee a different result but ensures additional scrutiny and impartiality.

Confidentiality and data protection: All complaints are handled in accordance with applicable data protection principles. Personal information supplied as part of a complaint is processed only for the purposes of investigation and resolution. Records are retained for legitimate business reasons and to support consistent service delivery and compliance, after which they are disposed of securely in line with our retention policy.

Behaviour and conduct: We expect complainants and staff to engage respectfully during the process. While we welcome candid information about service shortcomings, we will not tolerate abusive or threatening behaviour. Where necessary, we will set conditions for continued dialogue or, in extreme cases, conclude correspondence while still providing a final administrative response.

Record-keeping and learning are central to how the Wandsworthon removal service improves over time. Each complaint is logged, tracked and subject to periodic review to identify trends that inform training, operational change and quality assurance measures. Lessons learned are incorporated into crew briefings and operational procedures so that repeat issues are minimised and customers receive a more consistent standard from our man & van teams.

Our complaints policy emphasises resolution, redress and prevention. We consider the impact on the customer when proposing remedies and are committed to proportional outcomes that recognise the scale of any service shortfall. If an issue relates to damage, loss or liability, the facts will be examined in line with our terms of service, insurance position and the evidence available, always aiming for a fair and documented conclusion.

Finally, continuous improvement underpins our approach to complaints. The Wandsworthon van and man operation uses complaint data to refine processes, improve communication and strengthen training. By treating each complaint as an opportunity to improve, we aim to maintain high standards of service and to provide a constructive route to resolution for customers who believe our service has fallen short.