Man With A Van Complaints Procedure

This complaints procedure explains how customers can raise concerns about Man With A Van services, how those concerns will be handled, and what outcomes can be expected. It applies to all customers using our man and van and removal services, including local household moves, small office moves, and delivery of single or multiple items.

Our Commitment To You

Man With A Van aims to provide a reliable, careful and professional removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right where possible and improve our services. All complaints are taken seriously, handled respectfully, and used as an opportunity to review and strengthen our removal processes.

What Counts As A Complaint

A complaint is any expression of dissatisfaction about our services, whether it is justified or not. This may include, but is not limited to:

Concerns about how your belongings were handled or protected during loading, transport or unloading.

Issues relating to punctuality, such as late arrival, lengthy delays, or missed time slots.

Disputes about pricing, estimates, additional charges or payment terms.

Concerns about the attitude, behaviour or conduct of any member of our team.

Problems with communication before, during or after your move.

How To Raise A Complaint

We encourage customers to raise issues as soon as possible so that they can be addressed promptly. In many cases, concerns can be resolved quickly and informally.

Step 1: Raise The Issue Informally

If you experience a problem on the day of your move, please raise it with the team member in charge. They may be able to offer an immediate explanation or solution, such as adjusting how items are loaded, reviewing the agreed scope of work, or clarifying timescales and charges.

If the issue cannot be resolved on the day, or if you remain dissatisfied, you can escalate it as a formal complaint.

Step 2: Submit A Formal Complaint

To submit a formal complaint, please put your concerns in writing. A written record helps us understand the situation clearly and investigate thoroughly. When doing so, please include the following information where possible:

Your full name and the address where the service took place.

The date of your move or booking, and any reference details you have.

A clear description of what went wrong, including times and the people involved if known.

Details of any damage, loss, delays or other issues, with photographs if available.

What outcome or resolution you are seeking.

Timescales For Handling Complaints

We aim to acknowledge formal complaints as quickly as we reasonably can. After acknowledgement, we will review the details of your complaint, check relevant records and speak with any team members involved in your move.

We aim to provide a full written response within a reasonable timeframe. If the matter is complex or requires more detailed investigation, we will let you know that more time is needed and keep you informed about progress.

How We Investigate Complaints

Each complaint is handled fairly and impartially. Our investigation may include:

Reviewing booking information, agreed quotations and written communications.

Checking any photographs, inventory lists or notes taken by the team on the day.

Discussing the matter with the staff members involved in your move.

Assessing the circumstances against our service standards and terms.

Considering whether similar issues have been raised before and whether wider improvements are needed.

Possible Outcomes And Remedies

Once the investigation is complete, we will explain our findings and any decision reached. Depending on the circumstances, outcomes may include:

An explanation of what happened and why it occurred.

An apology where we have fallen short of our standards.

Practical steps to put things right where reasonably possible, such as revisiting to complete agreed work.

Consideration of goodwill gestures where appropriate and proportionate.

Review of our internal processes, staff training or communication to help prevent similar issues in future.

Where a claim relates to loss or damage to goods, our response will take into account any applicable terms and any evidence provided.

If You Are Not Satisfied With The Outcome

If you remain unhappy after receiving our response, you can ask for your complaint to be reviewed again. When doing so, please explain why you believe the outcome is not fair or does not address your concerns. We will then reassess the complaint, taking into account any new information or points you have raised.

Your Responsibilities As A Customer

To help us handle complaints efficiently and fairly, we ask that you:

Raise concerns as soon as you reasonably can after the issue occurs.

Provide clear, accurate and honest information about what happened.

Retain any relevant evidence, such as photographs of damage or copies of correspondence.

Communicate with our team in a polite and respectful manner.

Allow us a reasonable opportunity to investigate and respond.

Using Complaints To Improve Our Service

Complaints are an important source of feedback that help us improve our man and van and removal services. We regularly review the issues raised, identify any recurring themes, and look for ways to enhance staff training, vehicle preparation, packing and handling practices, and communication with customers across our service area.

By following this complaints procedure, we aim to deal with problems in a structured, fair and transparent way, while continuing to provide a dependable man and van service for local customers.