Complaints Procedure

Lambeth Man and Van Complaints Procedure

This complaints procedure explains how Lambeth Man and Van manages concerns and formal complaints about our moving and removal services. Our aim is to resolve issues fairly, transparently and as quickly as possible, while learning from feedback to improve our service.

1. Purpose and Scope

This procedure applies to all customers using Lambeth Man and Van for moving, collection, delivery, packing or storage-related services. It covers concerns about service quality, conduct of staff, handling of goods, timing of moves, and the accuracy of charges and documentation.

The procedure does not cover disputes relating to matters that are already the subject of legal proceedings, insurance claims managed by third parties, or issues outside our direct control, such as road closures or severe weather. However, we will always aim to explain clearly what has happened and what support we can reasonably provide.

2. What We Mean by a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where a response is expected or required. You do not need to use the word complaint for this procedure to apply. If you tell us you are unhappy with any aspect of our work and would like it put right, we will treat that as a complaint.

3. Principles We Follow

Our complaints handling is based on the following principles:

Fairness and impartiality. Complaints are considered objectively, and, where appropriate, by someone who was not directly involved in the original service.

Confidentiality. We treat all complaints sensitively and share information only with those who need it to investigate and resolve the matter.

Timeliness. We aim to acknowledge and respond to complaints within the timeframes set out in this procedure.

Clarity. We explain our decisions and the reasons for any action we propose to take.

Improvement. We record complaints and use the information to improve our removal and man and van services.

4. How to Raise a Concern Informally

We encourage customers to raise any concerns as soon as possible, ideally on the day of the move or when the issue first arises. In many cases, problems can be resolved quickly and informally.

You can speak directly to the team carrying out your move or to the coordinator who arranged your service. Provide clear details of what has gone wrong, when it happened, and what outcome you are seeking. The team will do their best to resolve the issue immediately or within a short period.

If you are not satisfied with the informal response, or if the issue is serious, you can make a formal complaint using the process below.

5. Making a Formal Complaint

To help us deal with your complaint efficiently, please provide the following information where possible:

Your full name and the address where the service was carried out.

The date of the move or service and any booking reference you were given.

A clear description of the issue, including relevant dates and times.

Details of any conversations already held with our staff about the matter.

What you would consider a reasonable outcome or resolution.

You may submit your complaint in writing or verbally. If you make a verbal complaint, we may ask you to confirm key details in writing so that we have an accurate record.

6. Acknowledgement and Initial Review

Once we receive your complaint, we will acknowledge it as soon as reasonably practicable. In most cases, this will be within five working days. Our acknowledgement will confirm that we have received your complaint and explain the next steps in the process.

The complaint will be logged and assigned to an appropriate member of staff or manager for review. Where the matter is straightforward, we may be able to provide a full response at this stage.

7. Investigation Process

For more complex complaints, we will carry out a fuller investigation. This may include reviewing booking records, inventory lists, photographs, vehicle logs, and any written or recorded correspondence relating to your move. We may also speak to the staff who provided your service.

During the investigation we may contact you for further information or clarification. Providing prompt and accurate responses will help us to reach a conclusion more quickly.

We aim to complete investigations and provide a full response within twenty working days of acknowledging your complaint. If we cannot meet this timescale, we will inform you, explain the reasons and give an updated timeframe.

8. Our Response and Possible Outcomes

When we have completed our investigation, we will send you a written response setting out:

A summary of your complaint.

The steps we took to investigate the matter.

Our findings and conclusions.

Any action we propose to take.

Depending on the circumstances, outcomes may include an explanation or apology, service improvements, corrections to documentation, or a goodwill gesture where appropriate. Where the issue relates to potential loss or damage to goods or property, we will also explain how this interacts with any relevant terms of business or insurance arrangements.

9. If You Remain Dissatisfied

If you are not satisfied with our response, you may ask for your complaint to be reviewed by a more senior member of staff, who will consider whether the complaint has been handled fairly and in line with this procedure.

You should make this request within twenty working days of receiving our response, setting out why you disagree with our findings or proposed resolution and any additional information you believe is relevant.

The senior review will normally be completed within twenty working days. The outcome of this review will be considered our final position on the complaint.

10. Recording and Using Complaint Information

We keep records of complaints received, investigations carried out and outcomes reached. This information is used to monitor performance, identify patterns, and improve our removal and man and van services. Complaint records are retained in line with our data protection and retention policies.

11. Your Responsibilities

We expect customers to treat our staff with respect and to provide accurate information when raising concerns. Abusive, threatening or discriminatory behaviour will not be tolerated and may lead to us limiting how we communicate with you. We remain committed to dealing with the substance of any genuine complaint fairly and professionally.

12. Review of this Procedure

This complaints procedure is reviewed regularly to ensure it remains clear, effective and in line with applicable legal and regulatory requirements. The version published here is the most up to date and replaces any previous versions issued by Lambeth Man and Van.