Complaints Procedure for Man with Van Newington

Man with Van Newington is committed to providing a professional and reliable removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that 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.

Our Commitment to You

We aim to deliver removal and man and van services that are efficient, careful, and respectful of your property and time. If you feel that we have fallen short of these standards, we will treat your complaint seriously. We are committed to:

Listening carefully to your concerns, responding in a timely and transparent way, investigating issues objectively, seeking fair outcomes for all parties, and using feedback to improve our removal and transport services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you are expecting a response or resolution. This may relate to:

The conduct or professionalism of our drivers or removal team, damage to property or belongings during loading, transport, or unloading, missed or delayed bookings, communication issues before, during, or after a move, accuracy of information given about our services, or concerns about charges or invoicing.

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

How to Make a Complaint

You can raise a complaint using any written method you prefer. To help us deal with your concern efficiently, please include:

Your full name, the date of your move or booking, a clear description of what went wrong, when and where the issue took place, details of any damage or losses, and what outcome you are seeking, for example, explanation, apology, or compensation.

The more detail you provide, the quicker we can investigate and respond.

When to Make a Complaint

We encourage you to raise any concerns as soon as practically possible after the event. Prompt reporting helps us gather accurate information, speak to the relevant team members, and review any supporting evidence such as photographs or job notes. While we will consider complaints raised later, delays may limit the actions we are able to take or the evidence available.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will record it in our internal log and begin an initial review. We will acknowledge receipt within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint and advise you of the next steps and expected timescale for a detailed response.

Stage Two: Investigation

Your complaint will be investigated by a person with appropriate responsibility who was not directly responsible for the issue, where possible. The investigation may include:

Reviewing booking details, job sheets, and any related notes, speaking with the driver or removal team involved, examining photographs, inventory lists, or damage reports, and considering your account and any evidence you provide.

We aim to complete our investigation and provide a response within a reasonable period. If we need more time, we will let you know and explain why.

Our Response and Possible Outcomes

Once the investigation is complete, we will provide you with a clear response. This will usually include a summary of your complaint, an outline of the investigation, our findings, our decision, and the reasons for it. Depending on the circumstances, possible outcomes may include:

An explanation or clarification where there has been a misunderstanding, an apology where service has fallen below our standards, corrective action to prevent the issue happening again, or a goodwill gesture or compensation where appropriate and justified.

If You Are Not Satisfied

If you are unhappy with our response, you can ask for your complaint to be reviewed again. When requesting a further review, please explain why you remain dissatisfied, specifying which aspects of our response you dispute and any additional information you wish us to consider.

We will conduct a further review where reasonable and will provide a final response setting out our position. This will include a summary of the steps taken and our reasons for upholding, partially upholding, or not upholding the complaint.

Claims for Loss or Damage

Where your complaint involves alleged loss or damage to your belongings, we may ask for supporting evidence, such as photographs of the damage, proof of purchase or value where relevant, and details of any existing defects or pre-existing damage.

Any offer of repair, replacement, or financial settlement will take into account the age and condition of the item, the information recorded before and during the move, and any applicable terms and conditions that were agreed when you booked our removal service.

Respectful Communication

We expect our staff to be courteous and professional at all times, and we expect the same standard from customers during the complaints process. We understand that moving home or premises can be stressful, particularly when things go wrong, and we will always do our best to handle matters calmly and fairly. However, we may limit or end communication where behaviour is abusive, threatening, or discriminatory.

Using Feedback to Improve Our Service

Every complaint is an opportunity for us to review how we plan, manage, and deliver our man and van and removal services. We regularly review complaints data to identify recurring issues, training needs for our teams, and ways to improve scheduling, communication, handling of goods, and customer support. By sharing your experiences, you help us enhance the quality and reliability of the services we provide to customers across our service area.

Updates to This Procedure

We may update this complaints procedure from time to time to reflect changes in our services, internal processes, or legal requirements. The version published here will always set out the current approach we follow when dealing with complaints about Man with Van Newington.