Dulwich Man and Van Complaints Procedure

At Dulwich Man and Van we aim to provide a reliable and professional removal service for customers planning moves of all sizes. If something does not meet your expectations, we want to know about it so we can put it right and improve our service. 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.

1. Purpose of this Complaints Procedure

This procedure is designed to give our customers a clear, fair and accessible way to raise a complaint about any part of our man and van or removals service. It applies to all moves and related services carried out by Dulwich Man and Van, including packing, loading, transport, unloading and short-term storage where applicable.

We treat every complaint seriously. We use the information provided to investigate what happened, respond honestly and, where necessary, make changes to prevent similar issues in the future.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction about our service that requires a response. This can include, but is not limited to:

Service quality or conduct on the day of your move, including punctuality, handling of goods, attitude or behaviour of staff. Issues with bookings or administration, such as incorrect dates, vehicles, or staffing levels. Concerns about how your belongings were packed, loaded, transported or unloaded. Damage to property or possessions allegedly caused during the move. Billing or payment disputes related to our removal services.

We encourage you to raise any concerns as soon as possible, even if you are unsure whether they meet the definition of a complaint. We are happy to discuss the matter informally and advise you on the best way forward.

3. How to Make a Complaint

You can make a complaint verbally or in writing. While we accept verbal complaints, we recommend putting your concerns in writing so that we have a clear record of the issues and can investigate more effectively.

When submitting a complaint in writing, please include the following details where possible:

Your full name and the address where the move took place. The date of your move and any reference number you were given. A clear description of what went wrong and when it happened. Names or descriptions of any team members involved, if known. Photographs of any damage or supporting documents, if relevant. What outcome you would like to see, such as an explanation, apology, or review of charges.

Providing as much detail as you can will help us understand the circumstances and respond accurately.

4. Time Limits for Submitting a Complaint

We ask that complaints are raised as soon as possible so that we can investigate while the details are still recent. For physical damage to items or property, we recommend notifying us within a short time after your move so that we can assess the situation effectively.

While we will try to consider complaints raised later, delays may limit our ability to obtain evidence, speak to staff, or view alleged damage.

5. How We Handle Your Complaint

Our complaint handling process is designed to be straightforward and transparent.

Initial acknowledgement: We will acknowledge your complaint within a reasonable period of receiving it. Where you have contacted us in writing, we will use the same method of communication to confirm we have your complaint and to let you know what will happen next.

Investigation: A member of our management team will review your complaint. This may involve speaking with the staff who handled your move, checking job records, reviewing photographs or other evidence, and, where necessary, asking you for further information.

Outcome and response: Once our investigation is complete, we will provide you with a written response. This will outline our understanding of your complaint, the steps we have taken to investigate, our findings, and any actions we propose to take. Actions may include an explanation, an apology, a practical remedy or other appropriate steps.

We aim to complete investigations and respond fully within a reasonable timeframe, depending on the complexity of the complaint and the availability of information.

6. Possible Outcomes and Remedies

Where our investigation shows that something went wrong with your removal service, we will seek to resolve the matter fairly. Depending on the circumstances, this may include:

Providing a clear explanation of what happened and why. Offering an apology where we have fallen short of our standards. Taking corrective actions to improve our processes or staff training. Considering practical solutions or goodwill gestures where appropriate.

Each complaint is assessed on its individual facts. We will always aim to be fair, reasonable and proportionate in our response.

7. If You Are Not Satisfied With Our Response

If you are unhappy with the outcome of your complaint, you may ask us to review the decision. When requesting a review, please explain why you remain dissatisfied and what you believe has not been properly considered.

A different member of our management team will re-examine your complaint, the evidence gathered, and the original response. We will then provide you with a final response explaining whether we are upholding or changing the original decision and our reasons.

8. Our Commitment to Continuous Improvement

Complaints help us identify areas where our man and van and removal services can be improved. We record and monitor all complaints we receive, looking for patterns and recurring issues. This information informs staff training, operational planning and service standards, helping us deliver a more reliable and efficient experience for future customers.

By raising your concerns with us, you contribute directly to the ongoing improvement of our service, from local house moves to larger property relocations.

9. Confidentiality and Data Protection

All complaints are handled in line with our data protection obligations. Information you provide will be used only for the purposes of investigating and responding to your complaint and for improving our services. Details are shared internally only with those who need them to deal with the matter appropriately.

We will retain records of complaints and our responses for an appropriate period, after which they will be securely deleted or anonymised.

10. Contacting Dulwich Man and Van

If you wish to raise a complaint or discuss a concern about a past or upcoming move, please contact us using the usual communication channels you use for bookings and enquiries. We will guide you through the process and confirm the next steps once your complaint has been received.

Dulwich Man and Van is committed to treating every customer fairly and with respect. By following this Complaints Procedure, we aim to resolve issues constructively and maintain a high standard of service for all our removal and man and van customers.