Stockwell Man and Van Complaints Procedure

Stockwell 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. This complaints procedure explains how you can raise concerns, how we will respond, and what you can expect from us throughout the process.

Our Commitment to Fair Handling of Complaints

We treat all complaints seriously and use them as an opportunity to review and improve our moving and transport services. Every complaint is handled in a fair, prompt and confidential manner. We aim to resolve issues at the earliest possible stage and to maintain clear communication with you until the matter is closed.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our removals, packing, transport, storage coordination, customer service or administration, where a response is expected. This may include concerns about service quality, conduct of our staff, adherence to agreed arrangements, handling of belongings, or the accuracy of information provided before, during or after your move.

Raising a Complaint Informally

If something goes wrong, we encourage you to speak to us as soon as possible. Many issues can be resolved quickly and informally by discussing them with the team member on site or with our office. Please explain clearly what has happened and what you would like us to do to put things right. We will do our best to resolve the issue straight away or within a reasonable timeframe agreed with you.

Making a Formal Complaint

If your concern cannot be resolved informally, or you prefer a more structured review, you can raise a formal complaint. Please provide the following information so we can investigate effectively:

Full name and contact details

Job reference or booking details

Date of the move or service

A clear description of what went wrong

Details of any loss or damage, including approximate values where relevant

Any supporting information you feel is important

You may submit your complaint in writing or verbally. If you raise it verbally, we may ask you to confirm the details in writing so that we have a clear record.

Time Limits for Complaints

To help us investigate thoroughly, we ask that complaints related to a particular removal or man and van service are raised as soon as reasonably possible. Where your complaint relates to loss or damage to items, it is helpful if you notify us within a short period after the move, so we can assess the circumstances while they are still recent and relevant.

How We Will Handle Your Complaint

When we receive a formal complaint, we will:

Acknowledge receipt of your complaint within a reasonable time

Assign a person responsible for reviewing your case

Investigate the facts, which may include speaking to the crew, reviewing job records and considering any evidence you provide

Keep a clear and objective record of our findings

Provide you with a written or clearly communicated response outlining the outcome

We aim to provide a full response as soon as reasonably possible. If the investigation is likely to take longer, we will inform you of the expected timescales and any reasons for delay.

Possible Outcomes and Remedies

Following our investigation, we will explain our conclusions and, where appropriate, what we are prepared to do to resolve the matter. Possible outcomes may include:

A clear explanation or clarification of what happened

An apology where we consider that our service has fallen short

Practical steps to put things right where this is possible

Consideration of compensation or contribution towards loss where appropriate and in line with our terms and conditions

Internal changes to our processes, training or supervision to reduce the chances of similar issues occurring again

If You Are Not Satisfied with the Outcome

If you are unhappy with our response, you may ask for your complaint to be reviewed again. When doing so, please explain why you disagree with the outcome and provide any additional information you believe is relevant. We will consider whether any further review is appropriate and inform you of our final position once this has been completed.

Recording and Using Complaint Information

We keep records of complaints, including the nature of the concern, the investigation carried out and the outcome reached. These records are used to identify trends, highlight recurring issues and inform staff training. By monitoring complaints in this way, we aim to continually improve the standard of our removals and man and van services.

Respect, Confidentiality and Data Protection

All complaints are handled with respect and discretion. We ask that customers also treat our staff courteously while concerns are being investigated. Personal information shared during the complaints process is managed in line with our data protection obligations and is used only for the purpose of handling the complaint and improving our services.

Review of this Complaints Procedure

This complaints procedure is reviewed regularly to ensure it remains clear, effective and appropriate to the nature of our removal operations. We may update it from time to time to reflect changes in law, industry practice or company policy. The version made available on our legal and policy information pages will always be the most current.

Stockwell Man and Van appreciates all feedback, whether positive or critical. Your comments help us maintain standards and deliver a dependable removal service to every customer.