Complaints Procedure for Man with Van Movers

Our man and van removals team aims to deliver a reliable and professional moving service for every customer. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it, so we can put matters right where possible and improve our service for the future. This page explains how to raise a complaint and what you can expect from us at each stage.

Our Commitment to You

We take all complaints seriously, whether they relate to local moves, long-distance removals, house moves, flat moves, office relocations, or single item transport. We will handle your concerns fairly, politely, and as promptly as we reasonably can. Our aims are to understand what went wrong, explain what we can do about it, and learn from the experience to prevent a similar issue from happening again.

We treat every complaint in confidence and only share the details internally with those who need to be involved in investigating and resolving the matter.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our moving or man and van services where you would like us to respond. This might include, but is not limited to:

Issues with booking or scheduling your move, concerns about how our team carried out the removal, delays in arrival or delivery, missing or damaged items, conduct or attitude of staff, problems with invoices or charges applied, or communication that you feel was unclear or unhelpful.

If you are unsure whether your concern is a complaint, please raise it with us anyway. We will either address it informally on the spot or treat it as a formal complaint if that is more appropriate.

Raising a Complaint

You can raise a complaint verbally or in writing. We encourage written complaints where possible, as this helps us keep an accurate record and understand all the details. When you contact us, please include:

Your full name, the date of your move or planned move, the collection and delivery locations, a clear description of what went wrong, when it happened, and who was involved if known, any steps already taken to resolve the issue, and what outcome you are hoping for.

The more information you can provide, the easier it will be for us to investigate thoroughly and respond promptly.

Timescales for Making a Complaint

We recommend that you contact us as soon as you become aware of a problem, particularly if it involves loss or damage to items following a removal. Reporting issues promptly helps us check records, speak to staff while events are still fresh in their minds, and, where possible, inspect any damage in person.

Complaints made long after a move has taken place may still be considered, but it may be more difficult to gather the information needed to fully investigate and reach a clear conclusion.

How We Will Respond

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. If you contact us in writing, we will confirm that we have received your message and let you know that we are looking into it. If we need more information, we may contact you to clarify details.

We will then investigate the matter. This may include reviewing job records and booking details, speaking to team members involved in the move, checking any photos, delivery notes, or signed documents, and considering what should reasonably have happened under our service standards.

After the investigation, we will provide you with a written response that explains our findings, outlines any steps we have taken or will take, and sets out any offer of remedy we consider appropriate. We aim to complete this process within a reasonable time, depending on the complexity of the complaint and the availability of relevant information.

Possible Outcomes and Remedies

Where we find that something went wrong with our man and van service, we will consider what we can do to put things right. Depending on the circumstances, this may include an apology and explanation, practical steps to correct the issue if still possible, a goodwill gesture or partial refund where appropriate, or reviewing our internal procedures to improve future service.

Any remedy will take into account the nature of the problem, the impact on you, and the terms and conditions that applied to your move. Not every complaint will lead to financial compensation, but we will always give a clear explanation of our decision.

Escalating Your Complaint

If you are not satisfied with the outcome of our initial investigation, you may ask for your complaint to be reviewed again. When doing so, please explain why you are unhappy with our response and what you believe we have misunderstood or overlooked.

We will arrange for a more senior member of the team, who was not directly involved in the original decision, to review the complaint, the evidence gathered, and the response given. They may contact you for further information if required. After this review, we will write to you with our final position on the matter.

Using This Procedure

This complaints procedure applies to all customers who have used our man and van removals service, whether for local household moves, apartment moves, student moves, office relocations, or the transport of individual items. It covers work carried out by our own staff and by any subcontractors working on our behalf.

We regularly move customers within the wider region and across surrounding areas, and we apply the same complaint handling approach wherever the move takes place. Our aim is that every customer, regardless of location, receives a consistent, fair, and transparent service when raising concerns.

Continuous Improvement

Feedback, including complaints, is an important part of how we improve our man and van removals service. We review complaints periodically to identify patterns, training needs, and opportunities to make our processes clearer, safer, and more efficient.

By following this procedure, you help us understand your experience, learn from any mistakes, and continue to offer a dependable moving service for homes and businesses throughout the areas we serve.