Catford Man and Van Complaints Procedure

Catford Man and Van is committed to providing a reliable, professional removal and man and van service. However, we recognise that sometimes things can go wrong. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for customers who are unhappy with any part of our removal or transport services. It applies to all domestic and commercial customers and covers issues arising before, during, or after a move or delivery.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you expect a response. This can include, for example:

Poor communication before or during a move.

Concerns about the conduct, attitude, or care taken by our staff.

Damage to property or possessions during loading, transport, or unloading.

Delays, missed time slots, or issues with reliability of the moving schedule.

Problems with invoices, quotations, or other administrative matters.

Raising a Complaint

You should raise your complaint as soon as possible so that we can investigate effectively. In the first instance, we encourage you to speak to the team member in charge on the day of your move or delivery. Many issues can be resolved immediately on site.

If the matter cannot be resolved informally, or if you prefer to raise it in a more formal way, you can submit a written complaint. Please include the following details so we can deal with your concern efficiently:

Your full name and the address where the service took place.

The date and approximate time of the service.

A clear description of what went wrong and how it has affected you.

Any relevant reference numbers or booking details you have been given.

Any photos or other evidence that may help us understand the issue.

Time Limits for Complaints

We ask that you notify us of any concerns as soon as reasonably practical. For damage to items or property arising from a move or delivery, we request that you notify us in writing within a reasonable period from the date of service so that we can investigate effectively and, where appropriate, consider remedies.

How We Handle Your Complaint

We aim to treat all complaints transparently, politely, and fairly. When you submit a written complaint, the following process will normally apply:

Stage 1: Acknowledgement

We will acknowledge receipt of your complaint and confirm that it is being reviewed. Where possible, we will provide the name or role of the person handling your case. We aim to acknowledge complaints within a reasonable timeframe from receipt.

Stage 2: Investigation

Your complaint will then be investigated by a member of our management team. This may involve:

Reviewing booking records and any written notes relating to your move.

Speaking to the removal team or driver involved.

Examining any photos or evidence you have provided.

Considering our internal policies and terms of service.

We may contact you if we need more information or clarification on any aspect of your complaint.

Stage 3: Response and Outcome

Once the investigation is complete, we will issue a written response outlining:

Our understanding of your complaint.

What we have found during our investigation.

Any steps we have already taken or propose to take.

Any remedy or goodwill gesture we consider appropriate, if applicable.

We aim to provide a full response within a reasonable timeframe. If the matter is complex or requires additional time, we will let you know and keep you updated on progress.

Possible Outcomes

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

An explanation of what happened and why.

An apology where we identify that we have fallen short of our standards.

Corrective action to prevent the same issue occurring again.

A review of internal procedures or staff training.

Consideration of compensation or partial refund, where appropriate and in line with our terms.

Escalating Your Complaint

If you are not satisfied with our final response, you can ask for your complaint to be reviewed by a more senior member of our team, who will reassess the matter and provide a further response. You should explain why you remain dissatisfied and what outcome you are seeking.

Your Responsibilities

For us to deal with complaints fairly and efficiently, we ask that you:

Provide accurate and complete information about your booking and the issue raised.

Communicate with our team in a respectful and reasonable manner.

Allow us sufficient time to investigate and respond.

Retain any relevant documents, photos, or evidence that may support your complaint.

Confidentiality and Data Protection

All complaints are handled in confidence and in accordance with applicable data protection requirements. Information is only shared with those who need it to investigate and resolve your complaint, or where we are required to disclose information by law.

Continuous Improvement

We view complaints as an opportunity to review and improve our removal and man and van services. Feedback from customers helps us to refine our procedures, enhance staff training, and maintain professional standards in all moves and deliveries.

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair, and effective for our customers.