Complaints Procedure

Complaints Procedure for Man with Van Bow

Man with Van Bow is committed to providing reliable, professional and courteous removal and man and van services. We recognise that, despite our best efforts, things can occasionally go wrong. This Complaints Procedure explains how you can raise concerns, how we will respond, and what you can expect from us at every stage. Our aim is to resolve issues quickly, fairly and transparently so that you can book our services with confidence.

1. Purpose of this Complaints Procedure

This procedure is designed to give customers a clear and straightforward way to tell us when our service has not met their expectations. It covers complaints related to our man and van and removal services, including bookings, punctuality, conduct of staff, handling of belongings, charges and communication. It also explains the standards we apply when reviewing complaints and how we use feedback to improve our services.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, where you would like us to investigate and respond. Examples include:

Delays or missed collection and delivery slots for your move.

Concerns about how our team handled your items or property.

Disagreement about the services provided compared with what was booked.

Concerns about conduct, behaviour or communication from our staff or drivers.

Issues about charges, invoices, quotes or additional costs for removal or van hire services.

Queries, minor issues resolved immediately, or general feedback may not be treated as formal complaints, but we will still record them and use them to review our service standards.

3. How to Make a Complaint

You can raise a complaint in writing using our usual contact channels. To help us deal with your concerns efficiently, please provide:

Your full name and the date of your move or booking.

The collection and delivery addresses used for the service.

A clear description of what went wrong and when it happened.

Details of any conversations you have already had with our team about the issue.

Any supporting information you feel is relevant, such as inventory lists or photographs of damage.

We recommend that you raise your complaint as soon as possible after the issue arises. This helps us investigate quickly while details are still clear and any evidence can be easily reviewed.

4. Our Complaints Handling Stages

We manage complaints in a structured way to ensure consistency and fairness.

Stage 1: Initial Review

Once we receive your complaint, we will acknowledge it within a reasonable time. We will check the details, confirm that we have understood your concerns correctly, and may ask for further information if needed. Many issues can be resolved quickly at this stage through clarification or corrective action.

Stage 2: Detailed Investigation

If your complaint cannot be resolved immediately, it will move to a more detailed investigation. This may involve:

Reviewing booking records, job sheets and driver logs.

Speaking with the staff who carried out your removal or man and van service.

Assessing any photographs, inventory records or notes taken on the day of the move.

Comparing what was agreed at quotation or booking stage with what was delivered.

We aim to complete this review within a reasonable and proportionate timescale, depending on the complexity of the issue. If there are any delays, we will keep you informed.

Stage 3: Outcome and Response

After the investigation, we will explain our findings and any actions we propose to take. The response will cover:

A summary of the complaint and the issues you raised.

What we have found during our investigation.

Any steps we have already taken to put things right.

Any further action or goodwill gesture we are prepared to offer.

Any changes we will make to our processes or training to help prevent a similar issue in future.

We will always try to provide a clear and practical resolution based on the facts available.

5. Our Commitment to Fairness and Confidentiality

All complaints are handled objectively and without discrimination. Your complaint will be considered on its merits, based on the evidence available and the terms and conditions that applied to your removal or man and van service. Personal information you provide as part of a complaint will be handled in line with our privacy practices and will only be shared with staff who need it to investigate and respond.

6. Remedies and Putting Things Right

Where we find that our service has fallen short, we will seek to put things right promptly. Depending on the circumstances, this may include:

Providing an explanation or clarification.

Offering a practical solution, such as returning to complete an aspect of the job where feasible.

Reviewing or adjusting charges if this is appropriate and justified by the findings.

Providing additional training or guidance to the team involved.

Any remedy will take into account the nature of the complaint, the terms agreed at the time of booking, and the extent to which our actions contributed to the problem.

7. Complaints About Loss or Damage

If your complaint involves alleged loss or damage to items during a move, we will ask for detailed information, including descriptions of the items, when the damage was noticed and any supporting photographs. We may also refer to any inventory taken or notes made on the day. It is important that any such concerns are raised as soon as possible so that we can investigate while the details of the job remain clear.

8. Using Complaints to Improve Our Service

We review complaints regularly to identify patterns or recurring issues. This helps us improve our removal and man and van services, update our training, refine our booking processes and strengthen communication with customers. Every complaint is an opportunity for us to enhance how we plan moves, protect belongings and manage customer expectations.

9. Changes to this Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our operations, customer feedback or applicable regulations. The version published here will always be the one that applies when you raise a complaint about our services.

By setting out this clear procedure, Man with Van Bow aims to give every customer confidence that any concerns will be taken seriously, investigated properly and used to support continuous improvement in the way we deliver our moving services.