St John’s Wood Man and Van Complaints Procedure

St John’s Wood Man and Van is committed to providing a professional and reliable removals and man and van service. We recognise that, on occasion, things may go wrong or fall short of your expectations. When that happens, we want to know about it so that we can put it right and improve our service for the future.

Purpose of This Complaints Procedure

This complaints procedure explains how you can raise a concern or complaint about our removal and man and van services, how we will respond, and the steps we take to resolve matters fairly and efficiently. It applies to all customers who have used, or attempted to use, our services, including home moves, small removals, and local transport jobs.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not. This can include, for example:

Delays or missed collection or delivery times for your move.
Concerns about the conduct, attitude, or professionalism of our team members.
Issues with how your belongings were handled, loaded, transported, or unloaded.
Damage or loss of items during a move or man and van service.
Disputes about pricing, invoicing, or what was agreed when booking.
Any other aspect of our removals or transport service that you feel did not meet your expectations.

How to Make a Complaint

We encourage you to raise any concern as soon as possible, so that we have the best opportunity to investigate and resolve it. You can make a complaint verbally or in writing.

If your complaint relates to an ongoing move or same-day man and van job, you may wish to raise it with the team on site in the first instance. If the issue cannot be resolved immediately, or if you would prefer not to raise it on the day, you can contact our office after the service has taken place.

When making a complaint, please provide, where possible:

Your full name and any booking reference you were given.
The date of your move or service and the collection and delivery addresses.
A clear description of what went wrong and when it occurred.
Details of any conversations already held with our staff about the issue.
Any supporting information, such as photos of damage or copies of documents.

Our Complaints Handling Stages

We aim to deal with complaints promptly and fairly. Our process usually follows three key stages.

Stage One: Acknowledgement

Once we receive your complaint, we will record it and arrange for an appropriate member of our team to review it. We will acknowledge your complaint within a reasonable timeframe and may contact you for further information if needed to understand the issue fully.

Stage Two: Investigation

We will then investigate the complaint. This may include:

Reviewing job notes, booking details, and any written communications.
Speaking to the driver, porters, or coordinators involved in the move.
Examining any photographs, inventory lists, or condition reports where relevant.

Our goal is to gather a clear picture of what happened during your move or man and van service. The time needed to complete the investigation will depend on the complexity of the issues raised, but we will aim to provide a full response within a reasonable period. If the investigation is likely to take longer, we will keep you informed.

Stage Three: Response and Resolution

After the investigation is complete, we will provide you with a written or verbal response setting out:

Our understanding of your complaint.
The findings of our investigation.
Any action we propose to take to put things right, where appropriate.

Possible outcomes may include an explanation or apology, corrective action for future bookings, or other remedies where suitable and in line with our terms and conditions. Any offer of redress will be made on a fair and reasonable basis, taking into account the circumstances of your particular move.

Timescales and Communication

We aim to handle all complaints efficiently and with care. While exact timescales may vary, we will:

Acknowledge your complaint as soon as reasonably practicable.
Keep you informed if we need additional time or information.
Provide a clear, final response once our investigation is complete.

If at any stage you feel that you do not understand what is happening with your complaint, you can ask us for an update or clarification.

If You Remain Dissatisfied

If you are not satisfied with the outcome of our internal complaints process, you can contact us again to explain why you remain unhappy. We will review the matter, taking into account any additional information you provide, and confirm whether our previous decision remains unchanged or if further action is appropriate.

Where applicable, you may also wish to seek independent advice regarding your options, including any rights you may have under consumer law in relation to removal and transport services.

Complaints and Our Service Improvement

We treat every complaint about our man and van and removal services as an opportunity to improve. We regularly review the complaints we receive to identify patterns, training needs, or changes in procedures that may prevent similar issues in the future. Feedback from customers is an important part of maintaining and raising standards in the way we plan and carry out moves.

Confidentiality and Data Protection

All complaints are handled sensitively. Information you provide will be used only for the purpose of investigating and resolving your complaint, for internal training and monitoring, or as required by law. We will handle your personal data in line with our data protection obligations and our privacy practices.

Accessibility

We want our complaints procedure to be accessible to all customers. If you have any particular communication needs, or if you require assistance in making a complaint about our removals or man and van services, please let us know and we will do our best to accommodate your requirements.

This complaints procedure is intended to give you confidence that any concern about St John’s Wood Man and Van will be taken seriously, investigated properly, and used to help maintain a high standard of service for our customers.