Sidcup Man and Van Complaints Procedure

Sidcup Man and Van is committed to providing a reliable and professional removals and man and van service. We recognise that, on occasion, things may not go as planned. When that happens, we want to know so we can put matters right and improve our service. This Complaints Procedure explains how to raise a concern, what information we need, how we will respond, and what you can expect from us throughout the process.

Scope of this Complaints Procedure

This procedure applies to complaints about our removal and man and van services, including house moves, flat moves, office relocations, collection and delivery, packing assistance, loading and unloading, and short-distance or longer-distance transport carried out by Sidcup Man and Van. It covers the conduct of our staff, the standard of service, damage or loss issues, punctuality concerns, and any other aspect of your experience with us.

This procedure is intended for customers who have booked our services directly. If you have used our services through a third party, you should normally contact that organisation first, as they may have their own processes which apply.

Our Complaints Principles

We follow these principles when handling complaints:

We treat all complaints seriously, whether large or small. We aim to resolve issues promptly and fairly. We listen carefully to understand what has gone wrong from your point of view. We investigate objectively, considering information from all parties involved. We communicate clearly and keep you informed of progress. We use the outcome of complaints to improve our removals and man and van services.

Step 1: Raise the Issue Informally

If something goes wrong during your removal or transport, we encourage you to raise it as soon as possible with the team on the day or with the office after the service. In many cases issues can be resolved quickly through discussion, clarification or a practical solution such as adjusting the work on site or agreeing a follow-up action.

When raising an issue informally, please provide your name, the date of your move or booking, the collection and delivery locations, and a brief explanation of the concern. If your concern relates to a particular item, please describe it clearly so we can identify it.

Step 2: Making a Formal Complaint

If you are not satisfied with the outcome of your informal discussion, or if the matter is serious, you can make a formal complaint. A formal complaint should be made in writing so that we have a clear record of the details. Please set out:

Your full name and contact details. Your booking reference, if available. The date and time of the service. The addresses where we collected and delivered your belongings. A clear description of what happened and why you are dissatisfied. Details of any damage, loss, delay or conduct issues. Copies of any relevant supporting information such as photographs of damage, inventories, receipts or correspondence.

Providing as much detail as possible helps us investigate your complaint thoroughly and efficiently.

Time Limits for Complaints

To allow us to investigate effectively, we ask that complaints relating to our removal or man and van services are made as soon as reasonably possible after the event. Concerns about service standards, delays or staff conduct should normally be raised within seven days of your move. Concerns about loss or damage to items should be raised within seven days of the date of the move or the date on which you first became aware of the issue.

We may still consider complaints made outside these timeframes, but our ability to investigate and offer appropriate resolutions may be limited, especially where significant time has passed or the items in question have been moved or altered since the service.

How We Will Handle Your Complaint

Once we receive your formal complaint, we will log it and begin our investigation. Our process usually includes:

Acknowledgement: We will acknowledge receipt of your complaint and confirm that we are looking into the matter. Investigation: We will review your account, speak to the staff involved, examine job records and, where applicable, review photographs or other evidence. Clarification: If we need more information from you, we will contact you with specific questions so we can fully understand the circumstances. Assessment: We will consider what happened in the context of our terms and conditions, our policies, and reasonable industry standards for removal services.

Timescales for Response

We aim to provide a full written response to your complaint within 14 days of acknowledgement. If the matter is complex or requires additional investigation, it may take longer. In that case, we will update you and let you know when you can expect a final response. Our response will explain our findings, the reasons for our decision, and any steps we propose to take to resolve the matter.

Possible Outcomes and Resolutions

Depending on the nature of your complaint and our findings, outcomes may include:

An explanation of what happened and why. An apology where we have fallen short of our expected standards. Practical steps to put things right where possible, such as revisiting the property to address an agreed issue. Consideration of goodwill gestures where appropriate and in line with our terms and conditions. Confirmation of any changes we will make to our procedures, training or communication to reduce the likelihood of similar issues arising in future.

Where your complaint relates to loss or damage, any financial settlement will be considered in line with the terms and conditions agreed at the time of booking and any applicable cover or limitations.

If You Remain Dissatisfied

If you are unhappy with our final response, you may ask for a review by a senior member of our team who was not directly involved in the original service or investigation. They will look again at the facts, the way the complaint was handled and the decision reached. They may confirm the original outcome or propose an alternative resolution.

Confidentiality and Data Protection

All complaints are handled in confidence. Information is only shared internally with staff who need it in order to investigate and respond. We keep records of complaints and their outcomes so that we can monitor trends and improve our removal and man and van services. Any personal information you provide will be handled in accordance with our data protection responsibilities.

Using Complaints to Improve Our Service

Feedback, including complaints, is an important part of how we maintain and improve standards. We regularly review the issues raised, the areas of service they relate to, and the actions we have taken in response. This helps us refine our procedures, staff training, vehicle allocation, packing practices and communication with customers planning moves of all sizes.

By following this Complaints Procedure, Sidcup Man and Van aims to ensure that every concern is taken seriously, investigated fairly, and used as an opportunity to improve the quality and reliability of our removals and man and van services.