Movers Man and Van Complaints Procedure
Movers Man and Van is committed to delivering a reliable and professional removals service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so that we can put matters right where possible and improve our service for the future. This Complaints Procedure explains how you can raise a complaint, how we will handle it, and what you can expect from us during the process.
Purpose of This Complaints Procedure
This procedure is designed to provide a clear, fair, and accessible process for customers who wish to complain about any aspect of our work. It applies to all services provided by Movers Man and Van, including full house moves, flat moves, office relocations, and man and van services within our operating area. We will always treat your complaint seriously and handle it with professionalism and respect.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about the standard of service you have received from Movers Man and Van, whether it relates to bookings, communication, punctuality, handling of goods, conduct of staff, charges, or the outcome of a move. You can complain even if the issue seems minor to you; if it matters to you, it matters to us.
How to Raise a Complaint
You may raise a complaint in writing or by speaking to us. We encourage you, where possible, to set out your concerns clearly and provide as much detail as you can. This helps us to understand what has gone wrong and how we can resolve it. When submitting a complaint, please include the following information:
The date of your move or the booking reference if available. Your full name and the collection and delivery addresses. A description of what happened, including dates, times, and the people you dealt with. Any relevant supporting information, such as photographs of damage or copies of documents. The outcome you are seeking, where this is known, such as an explanation, apology, rectification work, or compensation.
Complaints should normally be raised as soon as possible after the event, and ideally within 14 days of your move or of becoming aware of the issue. This enables us to investigate while details are still fresh.
Stage One: Initial Response
Once we receive your complaint, we will acknowledge it within a reasonable period of time. At this stage, we may contact you to clarify any points, request additional information, or discuss the matter informally. Where possible, the team member who first receives your complaint will try to resolve it promptly. Many issues can be dealt with quickly through discussion and agreement.
If you are satisfied with the explanation or solution offered at this stage, the complaint will be closed. However, if the issue is more complex or cannot be resolved immediately, your complaint will move to a more detailed investigation.
Stage Two: Formal Investigation
Where a complaint cannot be resolved informally or is of a serious nature, it will be referred for formal investigation. A senior member of staff who was not directly involved in the original issue will normally handle this stage to ensure fairness and objectivity.
During the investigation, we may:
Review booking records, inventory lists, job sheets, and any relevant documentation. Speak with the staff involved in your move and any supervisors responsible for the work. Consider any photographs, videos, or other evidence you have supplied. Assess whether our policies and standard procedures were followed and whether they remain appropriate.
We will aim to complete the investigation and provide a written response within a reasonable timeframe. If we require more time due to complexity, we will let you know and keep you informed of progress.
Our Response and Possible Outcomes
At the conclusion of the investigation, we will provide you with a clear response setting out:
A summary of your complaint and the key issues considered. The findings of our investigation and any relevant explanations. Whether your complaint has been upheld in full, in part, or not upheld. Any actions we will take as a result, which may include an apology, practical steps to put things right where possible, service improvements, staff training, or in some cases, financial redress in line with our terms and conditions and any applicable insurance cover.
Where damage to goods is involved, any offer of compensation will be assessed according to the condition reports, packing arrangements, and the level of cover selected at the time of booking.
If You Are Still Unhappy
If, after receiving our formal response, you remain dissatisfied, you may ask for your complaint to be reviewed. You should explain why you are unhappy with our findings or proposed resolution and provide any additional information you wish us to consider. We will then review the complaint again, which may involve a further assessment by a different senior staff member, and we will provide a final written response.
Confidentiality and Data Protection
All complaints are handled in confidence. Information you provide will only be shared with staff who need it in order to investigate and resolve the issue. Any personal data you supply will be processed in line with our data protection obligations and only used for the purpose of handling your complaint and improving our services.
Using Feedback to Improve Our Service
We welcome feedback, including complaints, as a valuable source of information about how our removals and man and van services are performing across the local area. We regularly review complaints to identify patterns, areas of risk, and opportunities to improve our planning, communication, handling of goods, and customer care. By raising a concern, you help us make our service safer, more efficient, and more responsive for all customers.
Accessibility of This Procedure
This Complaints Procedure is available to all customers who use Movers Man and Van for home removals, office moves, and transport services. If you require the procedure to be explained verbally or in another format, we will take reasonable steps to support your needs and ensure you can raise concerns without difficulty. Our aim is to resolve complaints fairly, promptly, and consistently, and to maintain your trust in our company throughout the process.
