Clapham Man and Van Complaints Procedure
Clapham Man and Van is committed to providing a professional and reliable man and van and removals service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can tell us if something has gone wrong, how we will respond, and what you can expect from us at each stage.
Our commitment to handling complaints
We treat all complaints seriously and view them as an opportunity to review and improve our removal services. Our aims when handling a complaint are to:
Listen carefully to your concerns, understand the problem, and treat you with respect and fairness at all times.
Investigate the complaint promptly, thoroughly, and objectively.
Provide a clear and timely explanation of what we have found.
Where appropriate, offer suitable remedies or corrective action to put things right.
What is a complaint
A complaint is any expression of dissatisfaction about our man and van or removals service, whether it relates to bookings, packing, loading, transport, delivery, behaviour of staff, or after-move support. You can complain even if you are not sure who is at fault; if something has gone wrong from your point of view, we want to know.
Raising a concern informally
If an issue arises during your move or soon after, we encourage you to raise it informally with the team on the day or with our office as soon as possible. Many concerns can be resolved quickly with a conversation, clarification, or a simple corrective action. If you are satisfied with the response, no further action is required.
If you are not satisfied with the informal resolution, or if you prefer not to raise the matter informally, you can make a formal complaint using the process below.
How to make a formal complaint
You can submit a formal complaint in writing. Providing the complaint in writing helps us understand all the details and maintain a clear record. When making your complaint, please include the following information so that we can investigate properly:
Your full name and the address where the removal or man and van service was provided.
The date of your move and any booking reference you may have.
A clear description of what went wrong and when it happened.
The names or descriptions of any staff involved, if known.
Details of any loss, damage, delay, or inconvenience you have experienced.
What outcome or resolution you are seeking, if you have something specific in mind.
Copies of any relevant documents or photographs, such as inventory lists, invoices, or images of damage.
Time limits for submitting a complaint
To allow us to investigate effectively, we ask that you submit your formal complaint as soon as possible. For issues involving loss or damage to items, we recommend that you notify us promptly after the move and no later than a reasonable period from the date of service, in line with the terms and conditions provided at the time of booking.
What happens after you submit a complaint
Once we receive your complaint, we will follow a structured process:
Acknowledge receipt of your complaint and confirm that we are investigating the matter.
Review your booking details, service notes, and any relevant documents.
Speak with the crew members or office staff involved in your move, where applicable.
Assess any evidence you have provided, such as photographs or inventories.
Consider relevant terms and conditions, including any limits of liability or exclusions.
We aim to provide a full written response within a reasonable timeframe. If the matter is complex or requires more time, we will let you know and keep you updated on our progress.
Possible outcomes and remedies
After completing our investigation, we will write to you with our findings and any proposed resolution. Depending on the nature of the complaint, this may include:
An explanation of what happened and why.
An apology where we have not met our usual standards.
Practical steps to put things right, where possible.
Consideration of compensation, repair, or replacement, where appropriate and in line with our terms and conditions.
Information about any internal changes we will make to improve our services and reduce the risk of similar issues occurring again.
If you remain dissatisfied
If you are not satisfied with our final response, you may ask us to review the complaint again. In doing so, please explain which parts of our decision you disagree with and provide any additional information you believe is relevant. We will review the matter, usually by a different member of the management team, and provide a further written response.
Recording and monitoring complaints
Clapham Man and Van maintains records of all formal complaints, including how they were resolved. We regularly review complaint data to identify patterns, training needs, and opportunities to improve how we provide man and van and removal services. This helps us to raise and maintain high standards of customer care.
Confidentiality and data protection
All complaints are handled in confidence and in accordance with applicable data protection requirements. Information about your complaint will be shared only with those who need it to investigate and resolve the issue or where we are legally obliged to disclose it.
Updates to this complaints procedure
We may update this complaints procedure from time to time to reflect changes in our practices, legal requirements, or industry standards. The version published on our legal and policy pages will be the most current.
We value feedback from all customers and appreciate you taking the time to tell us if something has gone wrong. Your complaint gives us the chance to improve the moving experience for you and for future customers.
