Lambeth Man and Van Complaints Procedure

This Complaints Procedure explains how Lambeth Man and Van will handle any concerns or complaints you may have about our moving and transport services. We aim to provide a clear, fair and timely process so that any issues can be properly investigated and resolved wherever possible.

Our Commitment to You

We are committed to delivering a reliable and professional removal service. If something goes wrong, we want to know about it so we can put things right and improve how we work. We will treat every complaint seriously, investigate it carefully, and respond in a respectful and open manner.

We aim to:

Deal with your complaint promptly and courteously.

Investigate the facts in a fair and impartial way.

Explain our findings clearly and simply.

Where appropriate, offer a suitable remedy in line with our terms and conditions.

What This Procedure Covers

This procedure covers complaints about the services we provide as a man and van and removal company, including booking, communication, loading and unloading, transport, timing, conduct of staff and handling of your belongings. It also covers complaints about how we have applied our terms and conditions, charges or billing, and any post-move follow up related to our service.

This procedure does not cover general enquiries, requests for quotes or feedback that is not about a specific problem. However, any feedback we receive may still be used to help improve our services.

Raising a Complaint

You can raise a complaint verbally or in writing. While we will accept complaints by any reasonable method, we encourage customers to put their complaint in writing wherever possible. This helps ensure that we have a clear record of the issues you wish to raise, the dates involved and the outcome you are seeking.

When making a complaint, please provide the following information to help us investigate:

Your full name and any relevant booking reference.

The date and address of the move or service.

A clear description of what went wrong and when it happened.

Details of any staff you dealt with, if known.

Any supporting information you wish to provide, such as photographs or written notes.

What outcome you would consider to be a reasonable resolution.

Acknowledging Your Complaint

We aim to acknowledge your complaint as soon as reasonably possible after receiving it. In our acknowledgement we will confirm that we have received your complaint and outline the next steps in the process. Where we are able to resolve a simple matter immediately, we will do so and confirm the outcome to you.

How We Investigate Complaints

Once your complaint has been acknowledged, it will be passed to an appropriate member of our team for investigation. The person handling your complaint will, where necessary:

Review your booking details, relevant paperwork and any photographs.

Speak to the staff members involved in providing your service.

Consider our terms and conditions, internal procedures and industry standards.

Assess any loss, damage, service failure or inconvenience you have described.

We will seek to establish an accurate account of what happened and whether our service met the standards you are entitled to expect from a professional removal company.

Timeframes for Response

We aim to provide a full response to your complaint within a reasonable time after we have received all relevant information. If we are unable to complete our investigation within that period, we will update you on our progress and let you know when you can expect a full reply.

Some complaints, for example those involving more complex circumstances or third-party involvement, may take longer to investigate. In such cases, we will keep you informed of any significant developments.

Our Response and Possible Outcomes

Once we have completed our investigation, we will explain our findings to you clearly and in writing where appropriate. Our response will usually include:

A summary of your complaint.

Details of the investigation we have carried out.

Our conclusion on whether your complaint is upheld in full, upheld in part or not upheld.

Any actions we propose to take as a result.

Possible outcomes may include an explanation or apology, service improvement measures, or remedies in line with our terms and conditions where loss or damage has been established. Any remedy will take into account the specific circumstances of your case, the evidence available and the contractual terms agreed at the time of booking.

If You Are Not Satisfied

If you remain dissatisfied after receiving our response, you may ask us to review the complaint again. When doing so, please explain why you are unhappy with our decision and provide any additional information you feel is relevant. A more senior member of our team will then review how your complaint was handled and whether the outcome remains appropriate.

We will then provide you with a final position on your complaint. At that point, we may also draw your attention to any relevant external options that could be available to you, in line with our legal obligations and any applicable consumer protection requirements.

Your Responsibilities When Making a Complaint

To help us resolve your complaint as efficiently as possible, we ask that you:

Raise your concerns as soon as reasonably practical after the issue arises.

Provide accurate, clear and complete information.

Retain any items or evidence relevant to your complaint where safe to do so.

Communicate with our staff in a respectful and reasonable manner.

We reserve the right to bring our handling of a complaint to a close if it becomes apparent that it is frivolous, vexatious, abusive or clearly without foundation. This does not affect your legal rights.

Using Complaints to Improve Our Service

We view complaints as an important source of information about how our moving and transport services are performing. Where patterns or recurring issues are identified, we will consider changes to our training, processes or equipment to help improve our service for future customers.

By following this Complaints Procedure, Lambeth Man and Van aims to provide a clear and fair process that supports both our customers and our staff, while maintaining professional standards expected of a removal company.