Complaints Procedure

Putney Man and Van Complaints Procedure

This Complaints Procedure explains how customers of Putney Man and Van can raise concerns about our removal and man and van services, and how those concerns will be handled. Our aim is to resolve issues fairly, promptly and transparently, and to use any feedback to improve our moving and transport services.

1. Purpose and scope of this procedure

This procedure applies to all customers of Putney Man and Van who wish to complain about any aspect of our services, including removals, packing, loading and unloading, short-distance or longer-distance moves, and related customer service. It covers complaints raised before, during or after a move has taken place.

The procedure is designed to ensure that all complaints are:

• Taken seriously and treated with respect
• Recorded accurately and handled in a consistent way
• Investigated by appropriate members of our team
• Resolved wherever possible with a clear explanation and fair outcome

2. What counts as a complaint

A complaint is any expression of dissatisfaction about the standard of service you have received from Putney Man and Van, whether justified or not. Examples include, but are not limited to:

• Concerns about punctuality or reliability of our vans and moving teams
• Issues with handling, packing or transporting your belongings
• Disagreement about charges, quotations or invoicing for removal work
• Conduct, attitude or communication of our staff or contractors
• Disputes over loss, damage or delays related to your move

If you are unsure whether your issue counts as a complaint, you may still raise it under this procedure. We will ensure it is handled appropriately.

3. How to raise a complaint

We encourage customers to raise concerns as soon as possible so that we can address them quickly. You may complain verbally or in writing.

When making your complaint, please include as much relevant information as you can, such as:

• Your full name
• The date of your move or booking
• Any reference or job number you were given
• A clear description of the issue
• When and how the problem occurred
• Any steps already taken to try to resolve it
• What outcome or resolution you are seeking

Providing clear details helps us review your concerns thoroughly and respond more effectively.

4. Stage one: initial resolution

In many situations, concerns can be resolved quickly by the member of staff you are dealing with, such as your booking contact or the team leader on the day of the move. If you raise your complaint verbally at this stage, we will try to:

• Listen carefully to your concerns
• Clarify any points we do not understand
• Offer an explanation where possible
• Propose practical solutions or next steps

If you are not satisfied with the response at this initial stage, you may ask for your complaint to be escalated under stage two of this procedure.

5. Stage two: formal written complaint

If your complaint cannot be resolved informally, or if the matter is more serious or complex, we ask that you submit a formal written complaint. This enables us to investigate the matter in detail and keep a clear record of the issues raised.

Once we receive your formal complaint, we will:

• Acknowledge receipt of your complaint within a reasonable timeframe
• Allocate your complaint to an appropriate person for review
• Review all relevant information, including booking details, job notes and staff feedback
• Contact you if we require further information or clarification

We will aim to provide a written response as promptly as we reasonably can, taking into account the complexity of the issues raised and the information available.

6. Investigation and decision

During the investigation, we may need to:

• Speak with staff members involved in your move
• Consider any photographs, inventories, or related documents
• Review timings, routes and booking records for the removal service
• Assess our performance against our usual service standards

Following the investigation, we will provide you with a clear and reasoned response. This may include:

• A summary of the complaint as we understand it
• The steps taken to investigate
• Our findings and any conclusions we have reached
• Any offer of remedy, where appropriate, which may include an apology, an explanation, corrective action or other proportionate measures

7. Time limits for making a complaint

We recommend raising any concerns as soon as possible after the event or move in question. This allows us to access accurate information, speak to relevant staff while the matter is still recent, and identify any issues in our removal processes quickly.

Where a complaint relates to alleged loss or damage to items, it is particularly important that it is reported promptly so that we can review evidence and clarify what occurred.

8. Our commitment to fairness and confidentiality

All complaints will be handled impartially. We will not treat you unfavourably because you have raised a concern about our man and van or removal services. We are committed to dealing with all customers courteously, even when there is a disagreement.

Information you provide as part of a complaint will be treated sensitively. It will only be shared with those who need to see it in order to investigate and respond to your concerns. Records of complaints may be retained to help us monitor performance and improve our services.

9. Continuous improvement

Feedback and complaints are an important part of how Putney Man and Van maintains and improves service standards. We regularly review complaints to identify patterns and recurring issues, and we may use this information to:

• Update staff training for removal and handling practices
• Refine our booking and communication processes
• Improve timing, scheduling and route planning
• Enhance customer information about our services and terms

10. Final position

Once we have completed our investigation and issued our written response, we will consider the complaint closed unless you provide new and relevant information that may materially affect our conclusions. While we strive to reach an outcome that is acceptable to you, there may be occasions where we cannot agree with your preferred resolution. In those situations, we will explain our position and the reasons for our decision.

This Complaints Procedure is reviewed periodically to ensure that it remains clear, effective and appropriate for the range of removal and man and van services we provide.