Complaints Procedure for Man with Van Custom House

This complaints procedure explains how Man with Van Custom House handles concerns and complaints about our removal and man and van services. Our aim is to resolve issues quickly, fairly, and professionally so that every customer feels confident using our services for local and longer-distance moves.

Our Commitment to You

We are committed to providing a reliable, careful removal service. If something goes wrong, we want to know about it and put it right where possible. All complaints are taken seriously, investigated thoroughly, and used to improve how we operate our man and van services.

You will always be treated with courtesy and respect. We ask that our staff are treated in the same way while we work with you to resolve any concerns.

What This Procedure Covers

This procedure covers complaints about our services, including:

Issues with bookings or scheduling for moves.

Conduct, attitude, or professionalism of our drivers, porters, or office team.

Loading, transport, and unloading of your belongings during a move.

Damage to property or possessions that you believe was caused by our actions.

Disputes about charges, invoicing, or scope of work agreed for your removal.

This procedure does not cover matters that are already being dealt with through legal action or insurance claims that are fully under the control of an external insurer. However, we will still review any feedback you provide in these situations.

How to Raise a Concern Informally

In many cases, concerns can be resolved quickly and informally. If you are unhappy during a move or immediately afterwards, please raise the issue with the team leader on site if it is safe and reasonable to do so. They will do their best to address the problem straight away, for example by adjusting how items are handled, revisiting an agreed service, or clarifying charges.

If the team leader cannot resolve the matter to your satisfaction, or if you prefer not to discuss it on the day, you can use the formal complaints process set out below.

How to Make a Formal Complaint

To help us investigate and respond efficiently, please make your complaint in writing. In your complaint, please include the following information:

Your full name and the address where the service was provided.

The date the service took place and any relevant reference number you may have received.

A clear description of what happened and why you are unhappy.

Details of any damage or loss, including photos if available.

What outcome you are seeking, such as an explanation, apology, or review of charges.

Please send your written complaint to our office using your chosen written communication method. We recommend contacting us as soon as possible and within 14 days of the service so that we can investigate while the details are still recent.

What Happens After You Complain

Once we receive your complaint, we will follow these steps:

Acknowledge receipt: We will acknowledge your complaint within seven working days. This acknowledgement will confirm that we have received your complaint and that it is being reviewed.

Investigation: A manager or senior member of staff will review your complaint. This may include speaking with the team who carried out your move, reviewing job records, and examining any supporting evidence such as photos or inventory notes.

Request for further information: If we require more details to understand the issue properly, we may contact you to ask further questions or to request additional evidence.

Response: We aim to provide a written response within 28 days of receiving your complaint. If the matter is complex and we need more time, we will let you know and provide an updated timescale.

Our response will explain the outcome of our investigation, any findings, and any actions we propose to take. This may include an apology, clarification, a goodwill gesture, or a review of charges where appropriate and justified.

If You Are Not Satisfied with the Outcome

If you are unhappy with our initial response, you may request that your complaint is reviewed again by a senior manager who was not involved in the original handling of your case. In your request, please explain which parts of our response you disagree with and why.

The senior manager will review the complaint, the investigation, and our previous response. They may contact you for further clarification. We will then provide a final written response, normally within 21 days of your request for a review.

Claims for Damage or Loss

Where your complaint involves damage or loss of items during a move, we will ask for supporting information such as photographs, receipts, or other evidence of value. We may also request access to inspect the damage or speak with the staff involved.

Any consideration of compensation will be handled in line with the terms and conditions that applied to your booking. Our liability may be limited by those terms and any cover you selected at the time of booking, so it is important that you keep a copy of your agreement and any inventory relating to your move.

Using Complaints to Improve Our Service

Every complaint is recorded and reviewed so that we can identify patterns and recurring issues. We use this information to improve training, update procedures, and enhance how we deliver our man and van and removal services in the future.

By following this complaints procedure, our aim is to provide a clear, fair, and transparent process that supports customers and helps maintain high standards of service at Man with Van Custom House.