Twickenham Man and Van Complaints Procedure

Twickenham Man and Van is committed to providing a reliable, professional and courteous removals and man and van service. We aim to resolve any concerns quickly, fairly and consistently. This Complaints Procedure explains how you can raise an issue with us, how we will respond, and what you can expect at each stage.

1. Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and accessible process for customers who are dissatisfied with any aspect of our removals or man and van services. It is designed to:

• Ensure your concerns are listened to and taken seriously.
• Enable us to investigate matters thoroughly and objectively.
• Allow us to put things right where we have made a mistake.
• Help us improve our services for future customers.

2. What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether verbal or written, about the standard of service you have received or about the conduct of our staff or subcontractors. This can include, for example:

• Service not delivered as agreed, such as delays or missed bookings.
• Concerns about the handling, packing, loading or unloading of items.
• Alleged loss of or damage to property during a move or collection.
• Behaviour, attitude or communication of our drivers, porters or office staff.
• Issues with invoices, charges, or how your booking was managed.

We encourage you to raise any concerns as soon as possible so that we can investigate while details are still fresh and records are readily available.

3. How to Make a Complaint

You can make a complaint verbally or in writing. While we will always try to resolve matters raised verbally, we recommend putting your complaint in writing wherever possible, as this allows us to record your concerns accurately.

When submitting a complaint, please include:

• Your full name and any reference or booking number you were given.
• The date and location of the service.
• A clear description of what went wrong and when it happened.
• Names or descriptions of any staff involved, if known.
• Details of any loss or damage, including photographs where relevant.
• What outcome you are seeking, such as an explanation, apology, rectification or compensation.

4. Time Limits for Complaints

To help us investigate fairly, we ask that you raise any complaint within a reasonable timeframe:

• Service issues that do not involve damage or loss should normally be raised within 7 days of the service date.
• Complaints relating to loss or damage to goods should normally be raised within 48 hours of completion of the move or collection, or as soon as reasonably possible after you become aware of the issue.

We may still consider complaints outside these timescales, but our ability to investigate fully may be reduced.

5. How We Will Handle Your Complaint

We follow a structured process to ensure complaints are dealt with efficiently and fairly.

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will:

• Record the details in our internal system.
• Acknowledge receipt of your complaint and provide a reference for future correspondence.
• Give you an indication of how long our investigation is likely to take.

We aim to acknowledge all written complaints within 3 working days of receipt.

Stage 2: Investigation

Your complaint will be reviewed by a manager who was not directly involved in the matter whenever possible. The investigation may include:

• Reviewing your booking details, job sheets and any relevant documentation.
• Speaking to the crew members or staff involved.
• Inspecting any photographs or evidence you have provided.
• Considering our internal policies, insurance terms and service standards.

We aim to complete the investigation and respond to you within 14 working days of acknowledging your complaint. If the matter is complex and more time is needed, we will let you know and provide an updated timescale.

Stage 3: Outcome and Response

Once the investigation is complete, we will write to you with:

• A summary of the complaint and the steps we took to investigate.
• Our findings and whether your complaint is upheld in full, in part, or not upheld.
• Any proposed resolution, which may include an apology, explanation, corrective action, service improvement measures or, where appropriate, an offer of compensation subject to our terms and conditions and any applicable insurance cover.

6. If You Are Not Satisfied with the Outcome

If you are unhappy with our response at Stage 3, you may request a further review. To do this, you should reply in writing, explaining why you remain dissatisfied and what you believe has not been properly considered.

A senior member of our team will then review:

• The original complaint and all associated correspondence.
• The investigation process and conclusions reached.
• Any new information or clarification you have provided.

We will then send you a final written response, usually within 14 working days of receiving your request for a review. This will set out our final position on your complaint.

7. Claims for Loss or Damage

Claims relating to loss of or damage to property are handled in line with our terms and conditions and any insurance cover in place for your move. You may be asked to provide:

• Photographs of the damage.
• Evidence of the value of affected items.
• Confirmation that the items were in our care at the relevant time.

Any settlement offered will take into account the age, condition and value of the items, as well as the level of cover you selected when booking. Raising a complaint does not guarantee compensation, but we will always consider claims fairly and transparently.

8. Confidentiality and Data Protection

All complaints are handled confidentially. Information you provide will be used only for the purpose of investigating and resolving your complaint, training our staff and improving our removals and man and van services. We handle personal data in accordance with applicable data protection laws.

9. Using This Procedure

This Complaints Procedure applies to all customers who use our removals, man and van and related services. By making a booking with Twickenham Man and Van, you agree that any concerns or disputes will in the first instance be raised through this process, so that we have the opportunity to investigate and seek a fair resolution.

We review this procedure regularly to ensure it remains clear, effective and in line with industry standards and customer expectations.