Complaints Procedure

Complaints Procedure for Chiswick Man and Van

Chiswick 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 this happens, we want to hear from you so we can put things right and improve our service. This complaints procedure explains how you can raise a concern, how we will respond, and the steps involved in resolving your complaint.

Scope of this complaints procedure

This procedure covers complaints relating to our moving and transport services, including but not limited to domestic moves, small office moves, packing assistance, loading and unloading, and general man and van work. It applies to issues such as service quality, staff conduct, damage concerns, delays, communication, and billing disputes.

This procedure is intended for customers who have booked our services directly. If your booking was made through a third party, we may need to coordinate with them to investigate your complaint, but we will still treat your concerns seriously and keep you updated.

Our commitment to handling complaints

When you raise a complaint with Chiswick Man and Van, we will:

Listen carefully to your concerns and treat you with respect and courtesy at all times. Record the details accurately and keep your information secure. Investigate your complaint fairly and objectively. Aim to resolve issues as quickly as possible and keep you informed of progress. Use feedback from complaints to improve our removal services and customer experience.

Step 1: Raising your complaint

We encourage you to raise any concern as soon as possible after the issue arises. Early contact helps us investigate more thoroughly and reach a quicker resolution.

When making a complaint, please provide:

Your full name and the name under which the booking was made. The date of your move or scheduled service. A clear description of what went wrong and when it occurred. Any relevant reference numbers or documentation, such as booking confirmations or invoices. Details of any loss or damage, including photographs where available. What outcome you are seeking, such as an explanation, apology, or compensation.

You may raise a complaint verbally with a member of our team or in writing. Written complaints can help us log and review your issue more thoroughly, especially if the matter is complex or relates to claims for damage.

Step 2: Acknowledgement of your complaint

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. For most complaints this will be within a few working days. In our acknowledgement, we will usually confirm:

That we have received your complaint and are investigating it. The name or role of the person responsible for handling your complaint. Any further information we may need from you. The expected timescale for our full response.

If your complaint is straightforward, we may be able to resolve it at the same time as acknowledging it.

Step 3: Investigation and assessment

Your complaint will be investigated by a member of our management or customer care team. They may:

Review your booking details, service notes and any written communication. Speak with the removal team or drivers involved in your move. Request additional information or evidence from you if needed. Assess any alleged damage in line with our terms and conditions and any applicable insurance arrangements.

We aim to complete our investigation and respond fully within a reasonable period, taking into account the complexity of the issue. If we anticipate any significant delay, we will keep you informed.

Step 4: Our response and possible outcomes

Following our investigation, we will provide you with a clear response. Where appropriate, this will include:

A summary of your complaint and the issues investigated. The findings of our investigation. Any steps we have taken or will take to put things right. Any offer of remedy or compensation, where this is appropriate and in line with our policies. Any changes or improvements we plan to make to our removal services as a result of your feedback.

Possible outcomes may include an explanation, an apology, a corrective action on a future booking, assistance with claims where relevant, or other remedies consistent with our terms.

If you remain unhappy with the outcome

If you are not satisfied with our response, you may request that your complaint be reviewed again. In doing so, please clearly state why you do not agree with the outcome and provide any further information you believe is relevant.

A more senior member of our team will then review the handling of your complaint, the evidence considered, and the decision reached. They may uphold the original decision, vary it, or reach a different conclusion. We will inform you of the result of this review and explain the reasons for our decision.

Time limits for complaints

We ask that you notify us of any concerns relating to our man and van or removal services as soon as reasonably possible. Prompt notification can be critical for issues such as loss or damage, where timescales and evidence are important for assessment and any potential claim.

Where complaints are made after a significant delay, this may limit the steps we can reasonably take to investigate or resolve the issues raised, although we will still do our best to assist.

Fairness, confidentiality and data protection

We treat all complaints seriously and deal with them in a fair and impartial manner. No customer will be disadvantaged for raising a concern in good faith about our services.

Information you provide during the complaints process will be handled confidentially and in accordance with data protection requirements. Details will be shared only with those who need to know in order to investigate and resolve your complaint.

Continuous improvement of our removal services

Complaints help Chiswick Man and Van identify where our man and van and removal services can be improved. We regularly review complaint outcomes and feedback to refine our processes, staff training, and customer communication. Our goal is to reduce the likelihood of similar issues arising in the future and to provide a consistently dependable moving service.

This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective. We appreciate the time you take to share your concerns with us and will always work to handle them professionally.