Man with Van Yeading Complaints Procedure

Man with Van Yeading aims to provide a professional and reliable moving service for every customer. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Our Commitment to You

We take all complaints seriously and use them as an opportunity to review and improve our removal services. We are committed to handling your concerns fairly, promptly and in a transparent manner. We will always aim to resolve issues as quickly as possible and keep you informed of progress.

What This Procedure Covers

This procedure covers complaints relating to our man and van and removal services, including but not limited to:

Service quality and professionalism of our team.

Collection, transport and delivery of your items.

Timekeeping, scheduling and communication before, during and after your move.

Handling of goods, including any damage or loss.

Invoicing, charges and any agreed quotations.

If you are unsure whether your issue is covered, you may still raise it with us so we can guide you through the appropriate next steps.

Raising an Informal Complaint

Where possible, we encourage you to raise issues informally in the first instance. Many concerns can be resolved quickly if you speak directly to the driver or moving team on the day of your move, or to the person who booked your service.

When raising an informal complaint, please provide:

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

The date and approximate time of your move or booking.

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

Any immediate impact, such as damage to items or issues with timing.

We will try to resolve informal complaints on the spot or as soon as reasonably possible, usually within a few working days.

Making a Formal Complaint

If your concern cannot be resolved informally or you feel it requires further investigation, you can make a formal complaint. A formal complaint should be made in writing so that we can keep a clear record of your concerns and our response.

In your formal complaint, please include:

Your full name and contact details.

Your service date and the address where the removal took place.

A detailed description of the issue, including relevant dates and times.

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

Any supporting information you may have, such as photographs of damage or copies of paperwork.

Acknowledgement of Your Complaint

Once we receive your formal complaint, we will send you an acknowledgement to confirm that it is being reviewed. We aim to acknowledge all formal complaints within five working days. The acknowledgement will explain the next steps and may ask for any further information needed.

Investigating Your Complaint

Your complaint will be investigated by a person with appropriate authority and knowledge of our services, but who has not been directly involved in the matter you are complaining about where possible. The investigation may include:

Reviewing your booking details, service notes and any written correspondence.

Speaking with the driver and any team members involved in your move.

Examining photographs, delivery notes, inventories or damage reports if applicable.

Assessing whether our agreed terms and conditions and standard procedures were followed.

We aim to complete our investigation and provide a written response within twenty working days from acknowledging your complaint. If we require more time due to the complexity of the issue, we will let you know and give you an updated timescale.

Our Response and Possible Outcomes

Once the investigation is complete, we will provide a clear written response that will usually include:

A summary of your complaint and the issues investigated.

The findings of our investigation, including any evidence considered.

Whether your complaint has been upheld in full, in part, or not upheld.

Any actions we will take to put things right, where appropriate.

Possible outcomes may include:

An apology and explanation.

A practical solution, such as arranging to revisit a property or collecting or redelivering items.

A goodwill gesture, where appropriate and proportionate.

Reviewing and improving internal procedures, staff training or communication practices.

If You Are Not Satisfied

If you are unhappy with the outcome of your complaint, you may request a review. In your request, please explain why you are dissatisfied with the response and provide any additional information that you believe has not been considered.

A review will be carried out by a person who was not involved in the original investigation, where possible. The review will focus on whether the complaints procedure was followed correctly and whether the outcome was reasonable in light of the evidence available. We will aim to provide a final response to your review within twenty working days.

Time Limits for Complaints

To help us investigate fairly and effectively, we ask that complaints about our removal services are made as soon as possible, and normally within three months of the service date. Complaints raised after this time may be more difficult to investigate fully, particularly where evidence or recollections have faded. However, we will always consider your individual circumstances before deciding whether we can reasonably investigate an older complaint.

Recording and Using Complaint Information

We maintain records of all formal complaints and our responses. This information helps us identify patterns, improve service quality and address any recurring issues. Complaint records are handled securely and in line with applicable data protection requirements. Information may be shared internally with staff and managers solely for the purposes of investigating and resolving your complaint and improving our services.

Respectful Behaviour

We understand that moving can be stressful and that problems with your removal service may cause frustration or upset. Our team will treat you with courtesy and respect at all times, and we ask that you do the same. We may limit or manage communication where behaviour is abusive, threatening or persistently unreasonable, while still aiming to resolve the underlying complaint wherever possible.

Review of This Complaints Procedure

This Complaints Procedure is reviewed regularly to ensure it remains clear, fair and effective for customers using our man and van and removal services. We may update it from time to time to reflect changes in our operations, customer feedback or legal and regulatory requirements.