Complaints Procedure for Man with Van Removal Services

This complaints procedure explains how we handle concerns and complaints about our man with van removal services. Our aim is to resolve issues fairly, promptly and professionally, whether they relate to local moves, longer distance removals, packing assistance, or furniture transport.

Our Commitment to You

We work hard to provide a reliable and efficient removal service, from initial booking through to safe delivery at your new address. If something goes wrong, we want to know about it so we can put it right where possible, learn from the experience, and improve our services for future customers in the area.

All complaints are treated seriously and handled with respect. Raising a complaint will not affect any ongoing or future service you receive from us.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our removal services, whether justified or not. This can include, for example:

Concerns about punctuality, collection or delivery times for your move. Issues with the handling of your belongings, including packing, loading, unloading, or furniture protection. Problems with communication, customer service or staff behaviour. Disputes about charges, quotations, or additional costs related to your move. Concerns about damage, loss, or missing items following your removal.

If you are unsure whether an issue counts as a complaint, please raise it with us and we will treat it appropriately.

How to Make a Complaint

You can make a complaint verbally or in writing. We encourage you to raise any concerns as soon as possible so that we can investigate while the details of the move are still clear.

You can complain directly to the driver or team leader on the day of your removal. They will do their best to resolve straightforward issues immediately, such as minor service concerns or small misunderstandings.

For more serious matters, or if the issue cannot be resolved on the day, please submit your complaint in writing. Written complaints help us understand the situation clearly and keep an accurate record of what has happened.

Information We Need From You

To help us investigate your complaint efficiently, please include the following details where possible:

Your full name and the collection and delivery addresses for the move. The date of your removal service and the time the team arrived. A clear description of what went wrong and when it happened. Details of any conversations you have already had with our staff about the issue. Any supporting information you have available, such as photographs, inventories, or receipts.

The more information you provide, the quicker and more thoroughly we can review your complaint.

How We Handle Your Complaint

When we receive your complaint, we will log it and begin our investigation. We aim to acknowledge your complaint promptly and to keep you updated on progress.

We will normally:

Review the details of your booking and any relevant job notes. Speak to the driver and any team members who were involved in your removal. Examine any supporting information provided, such as photos, inventories or damage reports. Consider whether our service met the standards we set for removals in your area.

Once our investigation is complete, we will contact you with our findings and explain any steps we propose to take to resolve the matter.

Timescales for Response

We aim to respond as follows, depending on the complexity of the issue:

Simple issues that can be resolved on the day: we will try to address these immediately through our driver or team leader. Standard written complaints: we aim to provide a full response within 10 working days. More complex matters, or cases involving third parties such as insurers: these may take longer, but we will keep you informed of progress and let you know if we require additional time.

If we cannot meet these timescales, we will explain the reason and give you a revised timeframe.

Possible Outcomes and Remedies

Depending on the nature of your complaint and the outcome of our investigation, we may offer one or more of the following:

A clear explanation of what happened and why. An apology where our service has fallen below the standard you are entitled to expect. Practical steps to put things right where possible, such as arranging a revisit or providing assistance with a specific issue. Where appropriate and at our discretion, a financial remedy, which may include a partial refund or contribution towards repair or replacement in line with our terms and conditions and any applicable insurance policies.

Any remedy offered will take into account the circumstances of the complaint, the service you booked, and any limits set out in our contract with you.

Escalating Your Complaint

If you are not satisfied with our initial response, you may ask for your complaint to be reviewed by a more senior member of our team. They will re-examine the details, including any new information you provide, and issue a final response.

In cases involving potential insurance claims for damage or loss, we may also direct you to follow the relevant claims procedure. This may require additional documentation and may be subject to specific time limits.

Complaints About Damage or Loss

If your complaint relates to damage or loss of items, please notify us as soon as you become aware of the problem. To assist us and any insurer involved, please keep any damaged items and packaging where possible and provide photographs to show the issue clearly.

We will review the inventory and any packing notes to determine whether the damage or loss occurred while items were in our care and whether any exclusions apply under our terms and conditions.

Data Protection and Confidentiality

All complaints are handled confidentially. Information you provide will only be shared with staff who need it to investigate and resolve your complaint, or with relevant third parties such as insurers where necessary.

We comply with relevant data protection laws when recording and storing information about your complaint.

Using Feedback to Improve Our Service

Every complaint and piece of feedback helps us review and improve our removal services across our operating area. We regularly review complaint trends to identify training needs, update our procedures and strengthen our commitment to safe, reliable and professional man with van removals.

We value the opportunity to address any concerns and to show our dedication to delivering a high standard of service to all customers.