Tooting Man and Van Complaints Procedure

Tooting Man and Van is committed to providing reliable and professional removals and man and van services. We take all feedback seriously, including complaints, as this helps us improve our standards of customer care. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Our commitment to you

We aim to resolve all complaints promptly, fairly, and consistently. When you contact us to raise a concern about any aspect of our moving or transport services, we will treat you with respect, listen carefully to what went wrong, and work with you to agree a practical solution whenever possible.

We will:

Listen to your concerns and take them seriously.

Acknowledge your complaint within a reasonable time frame.

Investigate the matter thoroughly and impartially.

Keep you informed about the progress of our investigation.

Provide a clear and reasoned response with any appropriate remedies.

What counts as a complaint

A complaint is any expression of dissatisfaction about our removals, packing, loading, transport, unloading, storage handling, or associated customer service, whether it is justified or not. This may include:

Concerns about the quality of the moving service you received.

Issues relating to punctuality, conduct, or behaviour of our staff or drivers.

Problems with how your belongings were handled, including loss or damage.

Disputes about charges, quotations, or changes to agreed work.

Concerns about how we communicated with you before, during, or after your move.

How to make a complaint

You can raise a complaint verbally or in writing. We encourage written complaints where possible so that we can clearly understand the details and respond more effectively. When you contact us, please provide as much information as you can, including:

Your full name and any reference number or job details linked to your move.

The date of the service and the addresses involved.

A clear description of what happened, including dates and times if available.

Details of any loss, damage, or financial impact you believe you have suffered.

What outcome or resolution you are seeking.

We recommend that you raise your complaint as soon as possible after the event, so that we can investigate while the details are still recent and easier to verify.

Stage one: Initial resolution

In the first instance, you should raise your complaint with the member of staff you have been dealing with, such as the driver or office coordinator. Many concerns can be resolved quickly at this stage through explanation, clarification, or a simple corrective action.

If your complaint is made during a removal or transport job, our team will do their best to put things right on the day where reasonably possible, such as adjusting how items are handled, reviewing the inventory, or updating the agreed plan in a fair and practical way.

Stage two: Formal investigation

If your complaint is not resolved to your satisfaction at the initial stage, or if the matter is more serious, it will be escalated for a formal investigation.

Once your complaint has been escalated, we will:

Acknowledge your complaint within a reasonable period and confirm that a formal investigation has begun.

Review all relevant information, including job notes, schedules, photographs, staff statements, and any evidence you provide.

Assess whether our removals procedures and service standards were followed.

Consider any mitigating circumstances and the impact on you as the customer.

At this stage we may contact you to clarify details or request additional information. We may also ask you to describe any damage or issues in more detail, and where applicable, to share images or other supporting material that will help us understand the situation fully.

Stage three: Outcome and response

After the investigation is complete, we will provide you with a written response setting out:

A summary of your complaint.

The steps we took to investigate the matter.

Our findings and whether your complaint is upheld in full, in part, or not upheld.

Any actions we will take to remedy the situation, such as an explanation, apology, corrective work, or other appropriate redress in line with our terms and conditions.

If we find that our service fell short of our expected standards, we will explain what we will do to prevent similar issues in future, which may include additional staff training, process changes, or service improvements.

Timeframes for handling complaints

We aim to acknowledge complaints within a reasonable timescale and to complete our investigation as promptly as possible. In many cases, particularly for straightforward issues involving a single move, we can provide a full response within a short period.

More complex complaints, such as those involving multiple locations, several services, or detailed loss or damage assessments, may take longer to investigate. If this happens, we will keep you updated and let you know when you can expect a further response.

Working together towards resolution

We believe that most issues can be resolved through open and constructive communication. In order to help us reach a fair outcome, we ask that you:

Provide full and accurate details of your concerns.

Share any relevant documents, photographs, or evidence promptly.

Respond to our reasonable requests for information during the investigation.

Consider any explanations or solutions we propose in good faith.

By working together in this way, we can usually resolve complaints without the need for further escalation.

Continuous improvement

Every complaint received by Tooting Man and Van is reviewed as part of our commitment to improving the quality and reliability of our removals and man and van services. We regularly analyse complaint trends to identify where we can refine our planning, packing, handling, and customer communication processes.

We appreciate the time customers take to tell us when something has gone wrong. Your feedback helps us ensure that our future moving and transport jobs are handled more smoothly and that our team continues to meet the service levels our customers expect.

Review of this Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair, and aligned with best practice for removal companies and transport services. Any updates will apply to future complaints from the date they are published.

If you have any questions about this Complaints Procedure, or if you are unsure how to raise a concern, our team will be happy to explain the process and help you set out the details of your complaint.