Complaints Procedure for Man with Van Yiewsley

Man with Van Yiewsley is committed to providing a reliable and professional removals and man and van service. We aim to handle all moves with care and efficiency, but we recognise that occasionally things can go wrong. This complaints procedure explains how you can raise a concern, what we will do in response, and the standards you can expect from us throughout the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to ensure that any dissatisfaction with our moving, loading, transport or delivery services is dealt with fairly, promptly and consistently. It covers issues such as service quality, lost or damaged items, punctuality, conduct of team members, and any other concerns related to our removals operations.

This procedure applies to all customers who have used our services for house moves, flat moves, office relocations, furniture transport or single-item collections and deliveries.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services where you would like a response or resolution. Examples include:

Service not delivered as agreed, such as delays, incomplete loading or missed collections. Concerns about the care taken with your belongings during packing, carrying or transport. Alleged damage or loss of items during a move. Behaviour, attitude or communication of drivers or removal staff. Issues with how your booking, quote or payment was handled.

If you are unsure whether your concern is a complaint, you are welcome to raise it with us and we will treat it appropriately.

How to Make a Complaint

You can make a complaint in writing or verbally. We encourage you to set out the key facts clearly so we can investigate efficiently. Please include:

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. Details of any items you believe were lost or damaged. Any steps already taken to resolve the matter with our team on the day.

If you complain verbally, we may ask you to confirm the details in writing so that there is a clear record of your concerns and our responses.

Time Limits for Raising a Complaint

To help us investigate effectively, please raise any complaint as soon as possible after the issue arises. In relation to damaged or missing items, we ask that you notify us as soon as you become aware of the problem so we can check vehicle logs, crew reports and any relevant documentation while details are still fresh.

How We Will Handle Your Complaint

We aim to make our complaints process straightforward and transparent. Once we receive your complaint, we will:

Acknowledge your complaint, normally within a reasonable period. Review the details you have provided, including any photographs, inventory lists or job notes. Speak with the removal team, drivers or office staff involved to obtain their account of events. Check booking information, service agreements and any relevant paperwork.

We aim to provide a full response once our investigation is completed. If the matter is complex or requires more time, we will keep you informed of our progress and let you know when you can expect a final answer.

Investigation Standards

We will investigate your complaint impartially and with an open mind. Our goals are to understand what happened, assess whether our service met our standards, and decide what action, if any, is appropriate. We will take into account the information you provide, relevant records from the move, and the statements of staff members involved.

If your complaint concerns alleged damage or loss, we may ask for additional information such as photographs of the affected items, details of their condition before the move, and any supporting documents relating to value or previous repairs.

Possible Outcomes

After reviewing all the information, we will explain our conclusions and any next steps. Possible outcomes can include:

An explanation of what occurred and why. An apology where we consider that our service fell below our usual standards. Practical steps to put things right where possible. A gesture of goodwill, where appropriate. A decision that we are unable to uphold your complaint, with reasons clearly explained.

Where compensation or reimbursement is considered, this will be assessed in line with our terms and conditions, including any agreed limitations on liability for removal services.

Your Responsibilities During a Move

While we always aim to provide a careful and efficient moving service, successful outcomes also depend on some responsibilities being met by customers. This may include ensuring items are packed appropriately where you have chosen to carry out your own packing, clearly identifying fragile or high-value items, being present or represented at collection and delivery addresses, and checking the vehicle on completion of unloading where possible. These responsibilities may be taken into account when we review complaints about damage or loss.

Escalating a Complaint

If you are unhappy with the outcome of your complaint, you can ask for your case to be reviewed. When requesting an escalation, please explain why you disagree with our initial response and provide any new information that you feel has not been considered. We will then review the complaint again and provide a further written response.

Using Your Feedback to Improve Our Services

All complaints and expressions of dissatisfaction are taken seriously and are recorded so that we can identify recurring issues and improve the way we deliver our removals and transport services. We regularly review complaint records to refine our procedures, update staff training and improve communication with customers before, during and after a move.

Confidentiality and Data Protection

Your complaint will be handled in confidence and shared only with those who need the information to investigate and respond. Any personal data you provide will be processed in line with our data protection obligations and will be retained only for as long as is reasonably necessary for complaint handling and record-keeping.

Keeping Our Procedure Under Review

We review this complaints procedure from time to time to ensure it remains clear, fair and effective for customers using our man and van and removals services. We may update the procedure to reflect changes in our operations, industry best practice or legal requirements.

If you have any questions about this procedure, or you are unsure how to raise a concern, please contact us and we will guide you through the process.