Complaints Procedure

Man with Van Manor House Complaints Procedure

This complaints procedure explains how customers of Man with Van Manor House can raise concerns about our removal and man and van services, and how we will respond. We are committed to resolving issues fairly, promptly and transparently so that every move is handled with care and professionalism.

Our commitment to resolving complaints

We aim to provide reliable, efficient and courteous removal services for households and businesses. If we fall short of these standards, we want to know. Complaints help us improve our service, train our teams and prevent similar issues in the future.

All complaints are treated seriously and handled in confidence. We will investigate the facts, listen to all sides and work towards a fair resolution in line with our terms and conditions and any applicable consumer laws.

What counts as a complaint

A complaint is any expression of dissatisfaction about our man and van or removal services, whether justified or not, where a response is expected. This may include concerns about:

Service quality, punctuality or conduct during your move
Damage to property or belongings during loading, transit or unloading
Accuracy of quotations or clarity of information given before your booking
Charges applied or changes made to an agreed service
Communication before, during or after your move
Health and safety practices followed by our team

If you are unsure whether an issue counts as a complaint, you can still raise it with us and we will advise you how it will be handled.

How to raise a complaint

You can raise a complaint verbally or in writing. Where possible, we encourage you to put your complaint in writing so that we can review all the details clearly and keep an accurate record.

When you submit a complaint, please include the following information:

Your full name and the address where the service was carried out
The date of your move and any booking or job reference you have
A clear description of what happened and why you are dissatisfied
Details of any items or property affected, including approximate value and photographs if available
What outcome or resolution you feel would be fair

The more information you provide, the easier it is for us to investigate quickly and thoroughly.

Time limits for raising complaints

To allow us to investigate effectively, we ask that complaints are raised as soon as reasonably possible after the issue occurs.

For service concerns during your move, please tell the team on the day where possible so they have the opportunity to address the issue immediately.

For damage to property or belongings, we ask that you notify us as soon as you become aware of the problem. Prompt notification helps us verify the circumstances and consider any appropriate remedy in line with our terms and conditions.

How we handle your complaint

Once we receive your complaint, we follow a clear process:

Acknowledgement: We will confirm that we have received your complaint and explain the next steps in our investigation.

Initial review: We will review the details you have provided, the records of your booking and the notes from the team who completed your move. We may contact you to clarify specific points or request further information.

Investigation: We will speak with any staff involved and, where relevant, review photographs, job sheets or other documentation. Our aim is to understand what happened and whether our service met our expected standards.

Decision and response: After completing our investigation, we will write to you with our findings. Where your complaint is upheld, we will explain what we propose to do to put things right, which may include an apology, a practical remedy or other action consistent with our terms and conditions.

Timescales: We aim to provide a full written response within a reasonable period, depending on the complexity of the issue. If we need more time, we will let you know and keep you informed of progress.

Possible outcomes

Every complaint is assessed on its own facts, taking into account the information provided by you and our team, our contractual terms and any relevant laws or guidance. Outcomes may include:

A clear explanation of what happened and why
A formal apology where our service has fallen short
Corrective action, such as staff training or process changes
Where appropriate and in line with our terms, a goodwill gesture or other remedy

We cannot guarantee any specific outcome in advance, but we will always aim to be fair, consistent and reasonable.

Escalating your complaint

If you are not satisfied with our initial response, you may request that your complaint is reviewed again. At this stage, a more senior member of our team will re-examine the details, including any new information you wish to provide, and will issue a final decision from our side.

Where applicable, you may also have the right to seek independent advice or further guidance from relevant consumer organisations. Any such steps are separate from our internal process and are your choice.

Recording and reviewing complaints

All complaints are recorded in our internal systems. We periodically review complaint data to identify patterns, recurring issues and opportunities to improve our removal and man and van services.

This might include updating staff training, revising procedures for handling items, improving communication about our terms, or reviewing how we schedule and plan moves in our service area.

Respectful communication

We understand that moving can be stressful and that problems can be frustrating. Our team will treat all customers with courtesy and respect throughout the complaints process, and we ask that customers communicate with us in the same spirit.

Abusive, threatening or discriminatory behaviour towards our staff will not be accepted and may limit how we are able to communicate with you while still addressing the substance of your complaint.

Review of this procedure

This complaints procedure is reviewed regularly to ensure it remains clear, fair and effective for customers using Man with Van Manor House for removal and man and van services. Updates may be made from time to time to reflect changes in our operations, legal requirements or best practice in complaints handling.

By setting out this procedure, we aim to give you confidence that any concerns you have about your move will be taken seriously and handled with care.