Twickenham Man and Van Complaints Procedure

Twickenham Man and Van is committed to providing a reliable, professional removals and man and van service. We recognise that, on occasion, things may not go as planned and customers may wish to raise a concern. This complaints procedure explains how you can tell us if you are unhappy, how we will respond, and the steps we will take to put matters right wherever possible.

Purpose of this Complaints Procedure

The purpose of this procedure is to give all customers a clear and straightforward way to raise complaints about our services, including local moves, long distance removals, packing assistance, loading and unloading, and related transport services. It also sets out the standards you can expect from us when we investigate and respond to your complaint.

We use all feedback, including complaints, to improve our services, our working practices, and our customer communication.

What Is a Complaint

A complaint is any expression of dissatisfaction about the standard of service you have received from Twickenham Man and Van, whether it relates to our staff, our vehicles, our handling of your belongings, our timekeeping, our charges, or the way we have communicated with you.

You do not need to use any special language or format for your concern to be treated as a complaint. If you tell us you are unhappy and would like the matter looked into, we will treat it as a complaint in line with this procedure.

Who Can Make a Complaint

This complaints procedure is available to any customer who has used, or has arranged to use, our man and van or removals services. A complaint may also be made on your behalf by a representative, provided you have given your permission for them to act for you.

How to Make a Complaint

You can make a complaint using any written method you prefer. You may complain in writing, including by letter or online message, or by speaking to us directly so that we can record the details. If you make a verbal complaint, we may ask you to confirm the main points in writing so that we can ensure accuracy.

When submitting your complaint, please provide as much information as possible, including the date of your move or booking, the collection and delivery locations, a description of what went wrong, and what you would like us to do to resolve the issue. This helps us investigate quickly and fairly.

Timescales for Raising a Complaint

We encourage customers to raise any concerns as soon as they arise, ideally within a reasonable time of the service being provided. This enables us to access accurate information, speak with the staff involved, and review any records or photographs while they are still available.

Where your complaint relates to loss or damage to items during a move, it is especially important that you notify us promptly so that we can review the circumstances and consider any insurance aspects in line with our terms and conditions.

How We Will Handle Your Complaint

When we receive your complaint, we will follow a clear process designed to be fair, transparent, and timely.

First acknowledgement: We will acknowledge your complaint as soon as reasonably possible. In this acknowledgement, we may ask for any additional information we need to understand the issue clearly.

Investigation: An appropriate member of our team will review your complaint. This may involve speaking to the staff who attended your move, reviewing booking records, job sheets, photographs, and any previous communication with you. Where necessary, we may contact you for clarification or further details.

Response: Once we have completed our investigation, we will send you a written response setting out our findings. We will explain whether your complaint has been upheld in full, upheld in part, or not upheld, and we will outline any steps we propose to take.

Timescale: We aim to resolve most complaints within a reasonable timeframe from acknowledgment. If, for any reason, we need longer to investigate, we will let you know and provide an updated timescale.

Possible Outcomes and Remedies

Where we find that something has gone wrong, we will aim to put it right in a fair and proportionate way. Depending on the nature of the complaint and in line with our terms and conditions, possible remedies may include an explanation and apology, corrective action during the move, a gesture of goodwill, or financial redress where appropriate.

In cases involving alleged damage or loss, we will take into account any evidence provided, the packing and handling arrangements, and the scope of our liability as set out in our contract with you.

If You Are Not Satisfied With Our Response

If you are unhappy with our initial response, you may ask for your complaint to be reviewed. When requesting a review, please explain why you remain dissatisfied and what outcome you are seeking. We will arrange for your complaint to be reconsidered, wherever possible by a different person to the one who handled the first investigation.

Following this review, we will provide you with a final written response. This will explain the conclusions we have reached and the reasons for our decision.

Use of Complaints to Improve Our Service

Twickenham Man and Van values all feedback, and we see complaints as an important opportunity to improve how we operate. We regularly analyse complaints to identify recurring themes, training needs, or changes that may be required to our procedures, staff guidance, vehicle allocation, or scheduling of removals services.

By learning from complaints, we aim to enhance the experience of all customers using our man and van and household removals services, whether they are moving within the local area or to a new region.

Confidentiality and Data Protection

All complaints are handled in a confidential manner. Information you provide will only be shared with those who need it to investigate and respond to your complaint, or where we are required to disclose it by law. We will handle your personal data in line with applicable data protection requirements.

Accessibility of This Procedure

This complaints procedure is available to all customers of Twickenham Man and Van. If you require the information in an alternative format or need assistance to make a complaint, please let us know and we will do our best to help you access the process in a way that suits your needs.

We are committed to dealing with all complaints fairly, respectfully, and without discrimination, and to maintaining the high standards expected of a professional removals and man and van service.