Complaints Procedure for Man with Van New Addington

This complaints procedure explains how customers of Man with Van New Addington can raise concerns about our services and how we will handle those concerns. Our aim is to resolve any issues quickly, fairly and in a way that helps us improve our house removal, office relocation and man and van services across our operating area.

Our Commitment to You

We are committed to providing a professional, reliable and respectful removal service for every customer. If we fall short of your expectations, we want to hear from you so we can put things right where possible and prevent similar issues from happening again.

We will treat every complaint seriously, keep your information confidential as far as possible, and handle your concerns with courtesy and professionalism.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services or the way we have carried out your move, whether you consider it minor or serious. This may include concerns about:

Service quality during your move or collection and delivery

Conduct, attitude or behaviour of our staff or drivers

Adherence to agreed dates, times or schedules

Damage or loss relating to your belongings

Accuracy of quotes, charges or invoicing

Any other aspect of our removal and man and van services

How to Make a Complaint

You can raise a complaint verbally or in writing. While we accept complaints in any form, we encourage you to make your complaint in writing wherever possible, as this helps us understand the details clearly and investigate more effectively.

When making a complaint, please provide:

Your full name and the address where the service was provided

The date of your move or booking

A clear description of what went wrong and when it happened

Names or descriptions of any staff involved, if known

Any supporting details such as inventory notes or photographs, if available

What outcome you would like us to consider

Timescales for Raising a Complaint

We ask that you raise any concerns as soon as reasonably possible so that events are still fresh in mind and evidence can be easily checked.

For damage or loss to items, please inform us as soon as you become aware of the issue, ideally within a short period of completing the move. For other service concerns, please contact us within a reasonable timeframe after the service is provided.

How We Will Handle Your Complaint

We aim to make our process clear and straightforward. Once we receive your complaint, we will handle it in the following stages.

Stage One: Initial Acknowledgement

We will acknowledge your complaint as soon as we reasonably can. Where possible, straightforward issues may be resolved at this first stage, for example by the person who dealt with your booking or managed your move on the day.

Stage Two: Investigation

If your complaint requires further investigation, it will be reviewed by a senior member of our team who was not directly involved in the original incident. During the investigation we may:

Review booking records, job sheets and inventory notes

Speak to the staff involved in your move

Review any photos, messages or other evidence provided

Contact you for further information or clarification if needed

Stage Three: Response and Outcome

Once our investigation is complete, we will provide you with a clear response explaining:

What we have understood your complaint to be about

What we have investigated and the information we have considered

Our decision and the reasons for it

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

Any changes we will make to improve our service

Possible Resolutions

Depending on the circumstances, outcomes may include:

An explanation or clarification of events

An apology where we have fallen short of our standards

Corrective action relating to your booking or documentation

Consideration of goodwill gestures where reasonable

Internal training or process changes to reduce the chance of repetition

Any offer made will be based on the specific facts of the case and in line with our terms and conditions.

If You Are Not Satisfied with Our Response

If you are unhappy with the outcome of your complaint, you may request a review. Your complaint and our response will then be reconsidered by a more senior person within the company where available. They will look at whether the original investigation was handled fairly and whether the decision was reasonable based on the information available.

Fair Treatment and Respect

We recognise that moving home or office can be stressful, and problems can be especially frustrating. We will always treat you with respect and ask that you treat our team members in the same way. We may limit communication where it becomes abusive, threatening or unreasonable, but this will not prevent us from fairly considering the substance of your complaint.

Using Your Feedback to Improve

Every complaint is an opportunity for us to review and enhance our removal and man and van services. We regularly review the issues raised, identify trends and update our procedures, staff training and customer information where needed to provide a better experience across the areas we serve.

Updates to This Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our services, operating practices or regulatory expectations. The version published on our website will always be the most current and will apply to any new complaints received.