Man With a Van Bow Complaints Procedure

Man With a Van Bow aims to provide a reliable, efficient and professional removals and man and van service for all customers. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so we can put things right and improve our service. This complaints procedure explains how to raise a concern, how we will respond, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

This procedure applies to all customers who have used, or attempted to use, our man and van or removal services. It covers issues such as booking problems, punctuality, conduct of staff, handling of goods, damage to property, billing and charges, or any other aspect of the service you are unhappy with.

Our goals when handling complaints are to:

Listen carefully to what went wrong from your point of view.

Investigate the issue fairly and without bias.

Offer a clear explanation of what we find.

Provide an appropriate remedy where we are at fault.

Use the feedback to improve our moving and delivery services.

What We Class as a Complaint

A complaint is any expression of dissatisfaction with our service, whether it relates to a one-off man with a van job or a more complex household or office move. You may complain if you believe that:

We have not delivered the service you booked or reasonably expected.

Our team has not acted with appropriate care when handling your possessions.

There has been avoidable delay or poor communication about your removal or delivery.

You consider any aspect of our charges or invoicing to be incorrect or unclear.

Our staff have behaved in a way that you consider unprofessional or unacceptable.

How to Make a Complaint

You can make a complaint verbally or in writing. While we are willing to discuss issues informally, we strongly recommend putting your complaint in writing so there is a clear record of what has happened and what you want us to look into.

Please provide as much detail as possible, including:

Your full name and, where applicable, your business or organisation name.

The date and location of the removal or man and van service.

A description of what went wrong and how it affected you.

Details of any damage, missing items, delays or other concerns.

Copies of any relevant documents such as quotes, invoices or photos of damage.

What outcome or resolution you are seeking.

We ask that you submit your complaint as soon as possible and normally within 14 days of the service date so that we can investigate while details are still fresh and any evidence is more easily available.

Our Complaints Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log it and carry out an initial review. We will acknowledge your complaint within a reasonable timeframe and confirm that we are looking into the matter. If we need any additional information or clarification, we will ask you for this at an early stage.

Stage 2: Investigation

A member of the management team will investigate your concerns. This may include speaking to the driver or removals team involved, reviewing booking details, examining photos, and checking our internal records. During this stage we may contact you for further details or to clarify aspects of your complaint.

We aim to complete our investigation and provide a response within a reasonable time period. If the matter is complex or requires more time, we will let you know and keep you updated on progress.

Stage 3: Response and Outcome

Once the investigation is complete, we will provide you with a clear and written outcome. This will usually include:

A summary of your complaint and what you told us.

An explanation of what we have found after reviewing the matter.

Whether we uphold your complaint in full, in part, or not at all.

Any steps we will take to put things right, where appropriate.

Any changes we intend to make to our removal and man and van procedures as a result.

Possible outcomes may include an apology, a goodwill gesture, a partial or full refund, a contribution towards repair or replacement, or improvements to how we operate our moving services. The specific remedy will depend on the circumstances, what went wrong, and any evidence available.

If You Remain Unhappy

If you are not satisfied with the outcome of your complaint, you can ask us to review it again. In your request, please explain why you disagree with our decision or how you feel the matter has not been fully addressed. A different member of the management team, where possible, will re-examine the complaint, the evidence and the original outcome.

Following this review, we will provide you with a final response, confirming whether our original decision stands or whether we have changed our view and, if so, how we will put things right.

Time Limits and Evidence

To investigate complaints properly, we rely on accurate information and timely reporting. We therefore ask customers to:

Check their property and goods as soon as reasonably possible after a move or delivery.

Report any missing or damaged items without undue delay.

Keep relevant receipts, quotes, confirmations and invoices.

Provide photos or other supporting evidence when available.

Complaints made long after the service date may be more difficult to investigate fully, especially in relation to damage or loss of items. In such cases, we will still look into your concerns but our ability to offer a remedy may be limited by the lack of timely evidence.

Our Commitment to Fairness and Improvement

Man With a Van Bow is committed to handling every complaint fairly, respectfully and with an open mind. We do not treat complaints as an inconvenience; we view them as an opportunity to learn and to improve how we plan, carry out and support our removal and man and van services.

Information from complaints is reviewed periodically to identify trends, training needs and potential changes to our processes. This helps us enhance reliability, protect customers' belongings, and provide a smoother moving experience for households and businesses across our service area.

Confidentiality and Data Protection

All complaints are handled in line with our data protection responsibilities. The information you provide will only be shared with those who need it to investigate and resolve your complaint. We will retain complaint records for an appropriate period so we can understand how we have handled issues and demonstrate that we have dealt with concerns properly.

By following this complaints procedure, we aim to resolve issues promptly, fairly and consistently, and to maintain the trust of everyone who chooses Man With a Van Bow for their moving and transport needs.