Complaints Procedure

Man with Van Downham Complaints Procedure

Man with Van Downham aims to provide a reliable and professional removals 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 things right and improve our service. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Purpose of This Complaints Procedure

This procedure is designed to give all customers a clear and fair way to report any dissatisfaction with our services, including man and van moves, house removals, office moves, packing or loading assistance, and related transport work. We will treat all complaints seriously, investigate them thoroughly, and respond in a timely and professional manner.

What We Class As a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not. This may include, but is not limited to, concerns about the standard of our moving or loading work, the conduct or attitude of our team, the timing or reliability of collections and deliveries, the accuracy of quotations and charges, or the care taken with your belongings and property. If you are unhappy with any aspect of our removals or man and van service, we encourage you to tell us.

Raising a Complaint Informally

In many cases, issues can be resolved quickly and informally. If something goes wrong on the day of your move or you notice a problem shortly afterwards, please raise it with the team member in charge of the job or with your usual company contact as soon as possible. They will do their best to resolve the matter immediately, for example by adjusting the way the work is carried out, clarifying any misunderstanding, or checking documentation and charges with you.

If you are satisfied with the outcome of this informal stage, the matter will be treated as resolved. However, if you feel your concern has not been addressed properly, or if the issue is more serious, you may wish to make a formal complaint as described below.

How to Make a Formal Complaint

If you would like to make a formal complaint about our removals or man and van services, please do so in writing. Written complaints help us keep a clear record of the issues raised and the actions we take. When submitting your complaint, please include your full name, your preferred method for us to contact you, the date and location of the service, a clear description of what went wrong, any relevant reference numbers or job details, and any supporting information such as photographs or notes.

Providing as much detail as possible at the start helps us investigate your complaint more efficiently and reduces the need for us to come back to you for clarification.

Our Acknowledgement and Timescales

Once we receive your formal complaint, we will acknowledge it in writing within a reasonable timeframe. In this acknowledgement, we will confirm that we have received your complaint, outline the next steps in our investigation, and provide an indicative timescale for our full response. We aim to issue a full written response within a set period from the date of acknowledgement. If, for any reason, we are unable to respond within this period, we will let you know, explain the reason for the delay, and provide a revised timescale.

How We Investigate Your Complaint

Your complaint will be reviewed by a person with appropriate responsibility within Man with Van Downham who was not directly involved in the matter you are complaining about, wherever possible. Our investigation may include reviewing job records, inventory lists, and booking details, speaking to the staff involved in your move, discussing the issues with you to make sure we fully understand your concerns, and assessing any relevant photographs or evidence you provide.

We will approach every complaint with an open mind, aiming to be fair, objective, and proportionate. Our priority is to understand what happened and to decide what, if anything, needs to be done to resolve the issue.

Our Response and Possible Outcomes

When we have completed our investigation, we will send you a written response setting out the outcome. This response will normally include a summary of your complaint, details of the steps we took to investigate, our findings and any conclusions reached, and any actions we will take to resolve the matter or prevent similar issues in future.

Depending on the nature of the complaint and the outcome of our investigation, possible resolutions may include an explanation or clarification, an apology where appropriate, corrective work or a repeat of part of the service where feasible, or other remedies that we consider fair and reasonable in the circumstances. Each case will be assessed on its individual facts.

If You Are Not Satisfied With The Outcome

If you remain dissatisfied after receiving our written response, you can contact us again to explain why you are unhappy with the outcome. Where appropriate, your complaint may then be reviewed by a more senior member of our team, who will consider whether the investigation and decision were fair and whether any further action is required.

Following this further review, we will confirm our final position to you in writing. At this point, we will normally regard the internal complaints process as complete.

Recording and Using Complaints to Improve

All formal complaints are recorded and monitored by Man with Van Downham. We review complaint information regularly to identify any patterns or recurring issues in our removals and man and van work. This may lead to staff training, changes to our procedures for booking and planning moves, improvements in our communication and documentation, or updates to how we protect and handle customer property.

By analysing complaints in this way, we aim not only to resolve individual problems but also to improve our overall service for customers who use us for local or longer-distance moves.

Confidentiality and Data Protection

We treat all complaints in confidence. Information you provide during the complaints process will only be shared with team members who need it to investigate and resolve your concerns. We will store and handle your personal information in line with relevant data protection principles and only keep it for as long as necessary for the purposes of this procedure and any legal requirements.

Review of This Complaints Procedure

Man with Van Downham keeps this complaints procedure under regular review to ensure it remains clear, effective, and appropriate for our removals and man with van services. We may update it from time to time to reflect changes in our operations, customer feedback, or legal and regulatory developments. The version published here is the most current statement of how we will handle complaints.