Complaints Procedure for Man and Van Removal Services

We are committed to providing a professional and reliable man and van removal service. However, we recognise that occasionally things may go wrong. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to You

We take all complaints seriously and use them to improve our removal and delivery services. When you contact us with a complaint, we will treat you with respect, listen carefully to your concerns and aim to resolve the matter fairly, quickly and transparently.

What This Procedure Covers

This complaints procedure applies to all man and van and removal services we provide, including local moves, long distance moves, single item collections, house moves and commercial removals. It covers issues such as service quality, conduct of staff, timeliness of collections or deliveries, handling of your belongings, and any other aspect of your experience with our company.

Raising a Complaint

If you are unhappy with any part of our service, please let us know as soon as possible so that we can try to put things right. You can raise a complaint verbally or in writing. When making a complaint, please provide your full name, your move date, your collection and delivery addresses, a clear description of what went wrong, any relevant reference numbers and any supporting information such as photographs of damage or copies of quotes and invoices.

Informal Resolution

Many issues can be resolved quickly and informally. In the first instance, we encourage you to speak to the driver or removal team leader on the day of your move if it is safe and reasonable to do so. If the matter cannot be resolved on the day, or if you prefer not to discuss it in person, you can contact our office. We will aim to respond to your informal complaint within a reasonable time frame and to agree a practical solution with you where possible.

Making a Formal Complaint

If you are not satisfied with the informal response, or if the matter is more serious, you can make a formal complaint. Please set out your concerns in writing and clearly mark it as a complaint. Provide as much detail as possible about what happened, who was involved, when and where the incident took place and what outcome you are seeking. This helps us to conduct a thorough review of your case.

Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable period of time. In our acknowledgement, we will confirm that we have received your complaint, provide the name or role of the person handling your case, outline the next steps and give an estimated timescale for our full response.

How We Investigate

We will investigate your complaint objectively and fairly. This may include reviewing booking details and service notes, speaking to the removal team involved, reviewing photographs or other evidence supplied by you, checking any relevant policies or agreed terms and considering what reasonable steps could have been taken to prevent the issue. If we need further information from you, we will contact you during the investigation.

Our Response and Possible Outcomes

After completing our investigation, we will provide a written response setting out a summary of your complaint, what we have investigated, our findings and our decision. Where appropriate, we may offer one or more of the following outcomes: an explanation or clarification, an apology, practical steps to correct an error where possible, a goodwill gesture, or details of any changes we will make to our practices or training to help prevent similar issues in the future. Any offer of compensation, where applicable, will be made in line with our terms and conditions and any relevant insurance cover.

Complaints Involving Loss or Damage

If your complaint relates to loss of or damage to your belongings, please report this to us as soon as you become aware of it. Provide a description of the item, details of the damage or loss and any supporting evidence such as photographs or purchase information. We may ask for additional information to assess the extent of the damage. All claims of this type will be considered in line with the limits, exclusions and responsibilities set out in the terms and conditions agreed at the time of booking.

Time Limits for Complaints

To enable us to investigate effectively, we ask that you raise any complaint within a reasonable time from the date of your move or the date on which you became aware of the issue. For damage or loss to items, we may apply specific time limits as stated in our terms and conditions. Complaints raised after a long delay may be more difficult to investigate fully, but we will still consider the information you provide.

If You Remain Dissatisfied

If you are unhappy with our final response, you may request that a more senior member of our team reviews your case. They will consider whether the complaint has been handled fairly and whether the decision is reasonable in light of all the available information. This internal review will focus on whether our procedures have been followed and whether any further action is appropriate.

Using Complaints to Improve Our Service

We regularly review the complaints we receive to identify patterns and areas for improvement in our man and van removal services. This may include additional staff training, updates to our procedures, changes to how we plan moves and clearer communication before, during and after each job. Your feedback directly helps us to provide a better and more consistent service across our operating area.

Our Promise to Customers

We understand that moving home or business premises can be stressful, and we aim to make the process as smooth as possible. When things do not go as planned, we will listen to your concerns, treat you fairly, work to resolve the matter promptly and learn from the experience. This complaints procedure is part of our commitment to accountability, transparency and high standards in every removal and delivery we undertake.