Complaints Procedure for Greenwich Man and Van
This complaints procedure explains how customers of Greenwich Man and Van can raise concerns about our moving and transport services, and how we will respond. It applies to all services we provide, including man and van bookings, household removals, office moves, packing, loading, unloading and short-distance transport.
Our Commitment to Handling Complaints
We aim to deliver reliable and professional removals and man and van services. If something goes wrong, we want to know about it so that we can put things right where possible and improve our service for the future.
We treat every complaint seriously, whether it relates to service standards, staff conduct, timekeeping, handling of belongings, charges, or communication. We will always handle complaints fairly, consistently, and without discrimination.
What This Procedure Covers
This procedure covers complaints from private customers, business clients and any third party who has used or been directly affected by our moving or man and van services. It includes:
Concerns about how your move or transport service was carried out.
Disputes about quoted or invoiced charges where you believe we have not followed our terms.
Issues regarding loss of or damage to items during packing, loading, transport or unloading.
Concerns about the conduct, behaviour or professionalism of our team members.
Problems with scheduling, punctuality or adherence to agreed dates and time slots.
Issues Not Covered by This Procedure
This procedure does not deal with emergencies on the day of your move, requests for new bookings or general service enquiries. Those matters will be handled by our bookings and operations team through the usual customer contact channels.
Legal claims, insurance claims and matters that have already been decided by a court or an external dispute resolution body fall outside this internal complaints procedure, although information about previous complaints may be taken into account.
How to Raise a Complaint
You should raise your complaint as soon as reasonably possible after the event, so that we can investigate while details are still clear. Please provide the following information when making a complaint:
Your full name and, if relevant, your business name.
The date and location of the service we provided.
Your booking or reference number, if available.
A clear description of what went wrong, including dates, times and who was involved.
Details of any loss or damage, including photographs if you have them.
What you would like us to do to resolve the matter, for example an explanation, apology, correction of an invoice or consideration of a loss or damage claim.
Complaints can be made in writing or verbally. If you raise a complaint verbally, we may ask you to confirm it in writing so that we have an accurate record.
Stages of Our Complaints Process
We operate a simple, staged approach to resolving complaints about our removal and man and van services.
Stage 1: Initial Review and Acknowledgement
Once we receive your complaint, we will log it in our internal system and carry out an initial review. We aim to acknowledge your complaint within a reasonable time frame, normally within five working days. The acknowledgement will confirm that we have received your complaint and will outline the next steps.
Stage 2: Investigation
Your complaint will be investigated by a person who was not directly involved in the original issue wherever possible. The investigation may include:
Reviewing your booking details, inventory and agreed scope of work.
Speaking with the driver, porters or coordinators who carried out your move.
Examining photographs, delivery notes, damage reports and any other relevant records.
Considering our terms and conditions, insurance arrangements and industry practice.
We may contact you to ask for further information or clarification during this stage. We aim to complete our investigation and send you a full response within 28 days of receiving your complaint. If more time is needed, we will inform you and explain why.
Stage 3: Response and Outcome
After the investigation we will provide you with a written response setting out:
A summary of your complaint.
The steps we have taken to investigate it.
Our findings and any conclusions we have reached.
Any actions we propose to take to put matters right or improve our service.
Depending on the circumstances, possible outcomes may include an apology, an explanation, corrective action on future bookings, an adjustment to charges or, where appropriate, information about how to make a claim for loss or damage under our terms and any applicable cover.
Stage 4: Escalation
If you are not satisfied with the outcome at Stage 3, you may request that your complaint is reviewed at a higher level within Greenwich Man and Van. Your request for escalation should explain why you disagree with the initial decision and include any new information you consider relevant.
The escalated review will focus on whether the complaint was handled fairly, whether our decision was reasonable based on the information available and whether our procedures were correctly followed. Following this review, we will write to you with our final position.
Complaints Involving Loss or Damage
Where your complaint involves alleged loss of or damage to items during a move, we may ask for supporting evidence such as photographs, purchase receipts or repair estimates. You should inform us of any visible damage as soon as possible after delivery, and make a note of it on any delivery or job completion paperwork where feasible.
Our liability for loss or damage is governed by our terms and conditions and any specific cover agreed in advance. We will always explain how those terms apply to your complaint and what options are available.
Confidentiality and Data Protection
All complaints are handled in confidence. Information will only be shared with those who need it to investigate and resolve your complaint or to meet our legal and regulatory obligations. We will retain records of complaints and outcomes for an appropriate period so that we can monitor performance and improve our removals and man and van services.
Using Complaints to Improve Our Service
We regularly review complaints data and feedback to identify patterns and areas for improvement. This may lead to additional staff training, changes to our booking or scheduling processes, improvements in packing and handling practices or updates to our communication with customers before, during and after a move.
By following this procedure, Greenwich Man and Van aims to resolve problems fairly and promptly while using every complaint as an opportunity to strengthen the quality and reliability of our removal and transport services.
