Complaints Procedure

Catford Man and Van Complaints Procedure

This Complaints Procedure explains how Catford Man and Van will handle any concerns or dissatisfaction you may have with our moving or man and van services. We aim to provide a clear, fair and timely process so that any issues are dealt with professionally and efficiently.

Our Commitment To You

We are committed to providing a reliable, careful and respectful removal service for homes and businesses. If something goes wrong, we want to know about it so we can put matters right where possible and improve our service for the future. All complaints are taken seriously and are treated with courtesy and respect.

What Counts As A Complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, pricing, communication, or the way we have handled your move. This can include concerns such as delays, missed appointments, damage to property or belongings, conduct of our team, or any aspect of our administration and booking process.

You do not need to use specific language or legal terms for your concern to be treated as a complaint. As long as you tell us that you are unhappy and would like a response, we will follow this procedure.

How To Raise A Complaint

You can raise a complaint in writing or by speaking to us directly. You may contact us through our usual communication channels. When making a complaint, please provide the following information where possible:

• Your full name and the address where the service took place
• The date of your move or booking reference if available
• A clear description of what happened and why you are dissatisfied
• Details of any losses or damage you believe occurred
• Any supporting information such as photographs or inventories
• How you would like us to resolve the matter, if you have a preferred outcome

Raising a complaint as soon as possible after the issue occurs will help us investigate more effectively, especially where timings, driver routes, loading details and handling of goods may need to be checked.

Stage One: Initial Response

Once we receive your complaint, we will log it and acknowledge receipt. We will then arrange for an appropriate member of our team to review the matter. Wherever possible, we aim to:

• Acknowledge your complaint promptly
• Clarify any details if needed
• Explain the next steps and expected timescales

At this stage we may be able to resolve straightforward complaints immediately, for example by clarifying information, apologising where something has gone wrong, or agreeing a practical solution.

Stage Two: Investigation

If your complaint requires further investigation, it will be passed to a senior member of staff or manager. They may need to:

• Review booking records, job sheets and notes from the removal team
• Speak to the staff involved in your move
• Examine any photographs or evidence you provide
• Compare events against our agreed service description and terms

We aim to complete our investigation and respond to you within a reasonable timeframe. If we need more time, we will let you know and explain why, together with an updated timescale for our response.

Our Response And Possible Outcomes

When we have completed our investigation, we will provide you with a clear written or verbal response. This will normally include:

• A summary of your complaint
• An explanation of what we have found
• Our decision on whether your complaint is upheld in full, in part, or not upheld
• Any steps we will take to put things right where appropriate
• Any changes we plan to make to help prevent similar issues in the future

Where we accept that we have made a mistake or not met our usual standards, we will apologise and may, where appropriate, offer one or more of the following:

• A practical remedy, such as revisiting the property to complete agreed tasks
• A goodwill gesture, where suitable
• Guidance on how to make a claim under any applicable insurance or cover

Damage To Property Or Belongings

If your complaint involves damage to items or property during a removal, please let us know as soon as possible. We may ask you for photographs, descriptions of the damage, and any relevant purchase information. Our investigation may include reviewing loading and unloading procedures, packing materials, and access conditions at the collection and delivery addresses.

Any compensation or contribution towards repair or replacement will be considered in line with our terms, conditions, and any applicable insurance arrangements. We will always explain clearly how our decision has been reached.

If You Remain Dissatisfied

If you are unhappy with the outcome of our investigation, you can ask for your complaint to be reviewed. A different senior member of our team will look again at your concerns, the evidence available, and the response you have received. They may uphold the original decision, change it, or make additional recommendations.

After this review, we will confirm our final position. At that point, if you still disagree with the outcome, you may wish to seek independent advice about any further options that may be available to you.

Your Responsibilities During The Process

We ask that you present your complaint calmly and respectfully, and provide accurate information to the best of your knowledge. Supplying evidence such as photos, inventories or written notes will help us reach a fair conclusion. We may not be able to fully investigate issues raised long after the move has taken place, particularly where records or physical evidence are no longer available.

Using Feedback To Improve Our Service

All complaints and significant concerns are recorded and reviewed so we can identify patterns and areas for improvement. This may include additional staff training, updates to our packing or loading processes, changes to scheduling, or improvements to our communication with customers.

By raising a complaint, you help us to maintain and improve the quality of our man and van and removal services. We appreciate the opportunity to learn from any mistakes and to build a better experience for future clients.