Complaints Procedure

Complaints Procedure For Our Man With Van Service

This complaints procedure explains how you can raise a concern about our man with a van and removal services, how we will respond, and what you can expect from us throughout the process. We aim to provide a reliable, careful and respectful service for every move, and we take any dissatisfaction seriously as an opportunity to improve.

Our Commitment To You

We are committed to handling all complaints fairly, promptly and professionally. Whether your concern relates to local moves, long-distance jobs, packing, loading, unloading or general conduct, we will listen carefully and do our best to put things right. You will be treated with respect at all times, and your complaint will not affect any future service you may receive.

What Counts As A Complaint

A complaint is any expression of dissatisfaction about our man with a van or removal services, whether justified or not. This may include issues such as delays, damage, missing items, conduct of staff, quality of packing or handling, communication problems, or unexpected charges. If something has gone wrong or has fallen below your expectations, we want to hear about it.

Raising A Complaint Informally

In many cases, concerns can be resolved quickly and informally. If you are unhappy during a job or immediately afterwards, please speak directly with the driver or team leader on the day. Explain clearly what the problem is and what you would like to happen. Where possible, we will try to resolve the issue straight away, such as adjusting how we are working, clarifying what has been agreed, or taking additional care with particular items or access points.

If the matter cannot be resolved on the spot, or you prefer not to raise it with the team at the time, you can use the formal complaints procedure described below.

Making A Formal Complaint

If you wish to make a formal complaint, please contact us in writing. Written complaints help ensure we have a clear record of the issue and can investigate thoroughly. When you write, please include as much relevant information as you can so that we can understand and review your concerns properly.

When submitting your complaint, please provide the following details where possible:

Full name and any booking reference you have
Date and approximate time of the move or collection
Collection and delivery addresses used for the service
Clear description of what went wrong or why you are dissatisfied
Details of any conversations you have already had about the issue
Details of any damage, missing items or extra costs you are concerned about
What you would consider to be a fair outcome or solution

We encourage you to make your complaint as soon as reasonably possible after the event, particularly where damage or loss is involved, so that we can investigate while memories and records are still fresh.

Acknowledging Your Complaint

Once we receive your written complaint, we will acknowledge it within a reasonable time. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps in our investigation. Where appropriate, we may ask you for additional information or clarification, or request photographs or other evidence if your complaint relates to damage or loss.

How We Investigate

We will review all relevant details of your complaint, which may include booking records, job sheets, route and timing information, images of the property or items, and statements from the driver and any team members who were present. We will consider the terms and conditions that applied to your job, including any agreed limitations, access information, packing responsibilities, and any declarations you may have made.

During the investigation we may contact you to discuss the matter further, ask questions, or clarify points to ensure we fully understand your concern. Our aim is always to conduct a balanced, fair and evidence-based review of what happened.

Timeframe For A Response

We aim to provide a full written response to your complaint within a reasonable period after acknowledging it. If the matter is more complex or requires further investigation, we will let you know and provide an estimated timeframe for completion. We may provide you with interim updates if the investigation takes longer than expected.

Our Decision And Possible Outcomes

After we complete our investigation, we will set out our findings and decision to you in writing. We will explain whether we uphold your complaint in full, in part, or not at all, and the reasons for that conclusion. Where your complaint is upheld, we will confirm what action we propose to take.

Possible outcomes may include an apology, clarification of information, a review and change of internal procedures, a gesture of goodwill, or other appropriate remedies in line with our terms and conditions and any applicable law. Where damage or loss is involved, any remedy will be considered in the context of the service agreement, declared values, and the condition and packing of items.

If You Are Still Unhappy

If you are not satisfied with the outcome of your complaint, you may respond in writing, explaining why you disagree with our decision and providing any further information or evidence you wish us to consider. We will review your comments, check whether any aspects have been overlooked or misunderstood, and let you know if our decision remains the same or if we are able to reconsider any part of it.

Data Protection And Confidentiality

All complaints are handled in line with our responsibilities under data protection law. Information you provide will be used only to investigate and respond to your complaint and to improve our services. It will be stored securely and only shared with team members who need it to deal with the matter.

Using Feedback To Improve Our Service

Every complaint is recorded and reviewed so that we can learn from it. We use the information gathered from complaints and feedback to improve training, review our working methods, refine our communication, and maintain high standards across our man with a van and removal services. Your feedback helps us to continue offering a reliable and careful service for all customers.