Man with Van Downe Complaints Procedure

Man with Van Downe is committed to providing a reliable and professional removals and man and van service. However, we recognise that occasionally things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us throughout the process.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for dealing with complaints relating to our removal and transport services. Our aims are to:

Ensure your complaint is taken seriously and handled promptly.
Investigate concerns thoroughly and impartially.
Provide a clear explanation and, where appropriate, a suitable remedy.
Use feedback to improve our services for all customers.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the standard of our service, the conduct of our staff, or any aspect of the removal or delivery process, where a response is expected or required. This can include, for example:

Issues with punctuality or collection and delivery times.
Concerns about the handling, loading, or unloading of your belongings.
Damage or loss of items during a move.
Disputes about agreed services, charges, or invoicing.
Behaviour or conduct of our drivers, porters, or office staff.

How to Make a Complaint

You can raise a complaint in writing so that we have a clear record of your concerns and can respond fully. Please include the following information:

Your full name and any relevant booking reference.
The date and location of the service.
A clear description of what happened and what you are unhappy about.
Details of any damage, loss, or additional costs you have experienced.
What outcome or resolution you are seeking.

If your complaint relates to damage or loss, please describe the items involved and keep any relevant evidence, such as photographs and receipts, to support your claim. We may request copies of this information as part of our investigation.

Time Limits for Making a Complaint

To help us investigate efficiently, we ask that you raise your complaint as soon as reasonably possible after the issue occurs. For removal and man and van services, complaints about damage or loss should normally be made within a reasonable period from the date of the move. Complaints raised after a significant delay may be more difficult to assess, but we will still review them where possible.

Our Complaints Handling Stages

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it in writing. We aim to do this within a reasonable number of working days. The acknowledgement will confirm that we have received your concerns and explain the next steps in the process.

Stage 2: Investigation

Your complaint will be passed to an appropriate member of the team for review. This may involve:

Checking booking details, quotations, and service notes.
Speaking with the driver and any crew members involved.
Reviewing photographs, delivery records, and any signed paperwork.
Assessing any evidence you have provided about damage or loss.

We aim to complete our investigation and provide a written response within a reasonable timescale. 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 further update.

Stage 3: Response and Outcome

After completing our investigation, we will send you a written response setting out:

Our understanding of your complaint.
The steps we have taken to investigate the matter.
Our decision and the reasons for it.
Any proposed remedy or next steps.

Where we uphold your complaint, possible outcomes may include an apology, an explanation, corrective action, or where appropriate and in line with our terms and conditions, a financial or practical remedy.

If You Remain Dissatisfied

If you are not satisfied with our response, you may ask for a further review. Please explain why you disagree with the outcome and provide any additional information you believe is relevant. We will arrange for the complaint and our handling of it to be reviewed, where possible, by a different person who has not been directly involved in the original investigation.

Following this review, we will provide you with a final written response setting out our conclusions. This will usually represent the final stage of our internal complaints procedure.

Our Commitment to Fairness and Confidentiality

We handle all complaints in a way that is fair, respectful, and proportionate. We will not treat you differently or withhold services in the future simply because you have raised a concern. Information you provide during the complaints process will be treated confidentially and shared only with those who need it in order to investigate and respond.

Using Complaints to Improve Our Service

Complaints and feedback help us to understand where our removals and transport services may fall short of expectations. We review complaints regularly to identify any recurring issues and to make improvements in areas such as staff training, planning, communication, and handling of customer property.

By following this Complaints Procedure, Man with Van Downe aims to resolve problems quickly and constructively, maintain high standards of service, and support customers through what can often be a stressful time when moving home or relocating belongings.