Complaints Procedure

Putney Man and Van Complaints Procedure

This Complaints Procedure explains how customers of Putney Man and Van can raise concerns about our removal and man and van services, and how those concerns will be handled. Our aim is to resolve issues fairly, efficiently, and in a way that helps improve our service for future customers.

Our Commitment to Handling Complaints

Putney Man and Van aims to deliver a professional and reliable removals service for every booking, whether it involves a full household move, small flat removal, office relocation, or a man and van job. If something goes wrong, we want to know about it. We treat all complaints seriously, investigate them carefully, and use the outcome to improve our standards and processes.

What This Procedure Covers

This procedure applies to complaints about our removals and man and van services, including:

Service quality and performance during collection, transport, or delivery.

Conduct, attitude, or behaviour of our drivers, movers, or support staff.

Handling of belongings, including packing, loading, unloading, and protection of items.

Timeliness of our service, including arrival times, delays, or missed appointments.

Communication issues, such as unclear information about pricing, timings, or terms.

Administrative issues, such as bookings, documentation, or payment disagreements.

Raising a Complaint Informally

Where possible, we encourage customers to raise concerns informally in the first instance. Many issues can be resolved quickly by speaking to the driver or moving team on the day of the removal or by contacting our office shortly after the service.

If you raise a concern informally and are not satisfied with the response, or if you feel the issue is too serious to be dealt with in this way, you can make a formal complaint using the process set out below.

How to Make a Formal Complaint

To help us investigate thoroughly, please provide as much detail as possible when making a complaint. You should include:

Your full name and any booking reference related to the move.

The date and location of the removal or man and van service.

A clear description of what happened and why you are dissatisfied.

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

Information about any loss, damage, or additional costs you believe you have incurred.

Any relevant supporting information, such as photographs of damage or written notes.

We ask that formal complaints are submitted as soon as reasonably possible after the event so that we can accurately review the circumstances and gather information from the team involved.

Receiving and Acknowledging Your Complaint

Once we receive a formal complaint, it will be logged in our internal system. A member of our management or customer care team will be assigned to handle your case.

We will acknowledge your complaint within a reasonable time frame, outlining the next steps and an estimated timescale for our investigation and response. Where more time is needed due to the complexity of the matter, we will let you know and keep you updated on progress.

How We Investigate Complaints

Every formal complaint is reviewed by a manager who was not directly involved in the original service. Our investigation may include:

Reviewing booking records, job sheets, and any correspondence related to the service.

Speaking to the driver, movers, and any other staff who were involved in the job.

Assessing any photographs, videos, or other evidence supplied by you or our team.

Checking our service standards, procedures, and any relevant terms and conditions.

In some cases, we may contact you to ask for further information or clarification. This helps us understand your experience fully and ensure that our response is accurate and fair.

Our Response and Resolution

After we have completed our investigation, we will provide you with a clear written outcome. This will normally include:

A summary of the complaint and the issues you raised.

Details of the investigation carried out and the information considered.

Our conclusion on whether your complaint is upheld in full, in part, or not upheld.

Any actions we will take, for example an apology, service improvements, corrective measures, or where appropriate, an offer of goodwill in line with our policies.

Where your complaint involves potential loss or damage to belongings, any resolution will be considered in light of our terms, conditions, and any relevant cover in place at the time of service.

Timescales

We aim to resolve most complaints within a reasonable period from the date we acknowledge your formal complaint. More complex issues, especially those involving third parties or detailed assessment of loss or damage, may take longer. If we cannot respond fully within the usual time frame, we will let you know and provide an updated estimate.

If You Are Not Satisfied

If you are unhappy with the outcome of your complaint, you may request that it is reviewed by a more senior member of our management team. They will reconsider the information available and may ask for further details before providing a final response.

Our internal complaints procedure is designed to provide a fair and transparent process. Once our final response has been issued, we may not be able to revisit the same complaint unless new, significant information becomes available.

Using Complaints to Improve Our Service

Every complaint is an opportunity for Putney Man and Van to improve the way we manage moves and man and van jobs. We regularly review complaints data to identify recurring issues, training needs, or changes needed to our procedures, equipment, or communication practices.

By following this Complaints Procedure, we aim to resolve individual issues fairly while continually improving the reliability, safety, and professionalism of our removal services.