Man with Van Bow Complaints Procedure

Man with Van Bow is committed to providing a reliable and professional removal service for customers planning moves of all sizes. We recognise that, on occasion, things may not go as expected. This complaints procedure explains how you can tell us if you are unhappy with any aspect of our service, how we will respond, and the steps we take to reach a fair outcome.

Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear and accessible route to raise concerns, have them properly investigated, and receive a timely response. It applies to all services offered by Man with Van Bow, including home removals, small office moves, item collection and delivery, packing assistance, and related transport services.

This procedure is designed to ensure that:

We treat every complaint seriously and respectfully. We investigate issues thoroughly and objectively. We respond within reasonable timescales and keep you informed. We learn from complaints to improve our services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This can include concerns about:

The quality or reliability of our removal or delivery service. The care taken when handling your belongings. Timekeeping, punctuality, or adherence to agreed schedules. Conduct, behaviour, or professionalism of our staff. The information you were given before, during, or after your booking. Charges, fees, or any aspect of billing you believe is incorrect. Any other issue that has caused you inconvenience, loss, or dissatisfaction.

You do not have to use any specific wording to make a complaint. If you tell us you are unhappy and would like us to look into the matter, we will treat it as a complaint.

How to Make a Complaint

You can make a complaint in writing or verbally. While we accept complaints in any format, we encourage written complaints where possible so that we can understand the details clearly and maintain an accurate record. When raising a complaint, please include:

Your full name and the address related to the booking. The date of your move or service and any reference number you may have. A clear description of what went wrong and when it happened. Details of any staff involved, if known. Any supporting information, such as photographs, inventory notes, or written agreements. An explanation of what outcome or resolution you would consider reasonable.

We will not ignore complaints raised informally with drivers or team members on the day of the job. However, for a detailed investigation to take place, a written follow up is helpful and may be requested.

Timescales for Raising a Complaint

We ask that you submit your complaint as soon as reasonably possible after the event, ideally within 14 days of the service. This helps us investigate while details are still clear and evidence is easier to obtain.

We may still consider complaints raised after this period, but it may be more difficult to review events accurately or to offer certain types of resolution, especially where time has affected the availability of records or information.

How We Handle Your Complaint

Once we receive your complaint, we will follow a structured process:

Acknowledgement: We will acknowledge receipt of your complaint within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your concerns and explain the next steps.

Initial Review: We will review your complaint to understand the key issues. If necessary, we may contact you to clarify details or request further information.

Investigation: We will conduct an internal investigation, which may include reviewing booking details and job records, speaking with the staff involved, considering any photographs and written evidence, and checking relevant policies, terms, or agreements.

Response: Following the investigation, we will send you a written response explaining our findings. Where appropriate, we will outline any proposed resolution or corrective action, and explain the reasons for our decision.

Timescales for Our Response

We aim to provide a full response to your complaint as promptly as possible. In most cases, we will respond within 14 days of acknowledging your complaint.

If your complaint is complex or requires detailed investigation, it may take longer. If we are unable to respond fully within 14 days, we will let you know, explain the reason for the delay, and provide an updated timeframe for our final response.

Possible Outcomes and Resolutions

Our goal is always to reach a fair and reasonable outcome, taking into account the circumstances of your booking, the nature of the issue, and the information available. Depending on the findings, resolutions may include:

An apology and explanation of what went wrong. Corrective action during or after a job, where still possible. A goodwill gesture, where appropriate and at our discretion. A review of internal procedures, staff training, or service delivery to prevent similar issues in future.

Where your complaint relates to loss or damage to items, any consideration of compensation will be assessed in line with our terms and conditions and any applicable limits of liability discussed prior to your booking.

If You Are Unhappy with the Outcome

If you are not satisfied with our response, you may ask us to review the complaint again. In your request, please explain why you disagree with our findings or resolution and provide any additional information you feel is relevant.

We will then carry out a further review, which may be handled by a more senior member of our team. We will provide a final written response once this review is complete.

Our Commitment to Continuous Improvement

We treat feedback and complaints as an important part of improving the quality and reliability of our removal services. Complaints are recorded and monitored so that we can identify patterns, address recurring issues, and train our teams more effectively.

By following this complaints procedure, Man with Van Bow aims to resolve issues fairly and transparently, maintain trust with our customers, and deliver a consistently dependable moving and transport service.