Complaints Procedure

Man with Van Nunhead Complaints Procedure

This complaints procedure explains how customers of Man with Van Nunhead can raise concerns about our removal and transport services, and how we will respond. We aim to provide a clear, fair and transparent process so that any issues are handled promptly and professionally.

Our Commitment to Handling Complaints

We want every move and transport job to run smoothly, but we recognise that problems can occasionally occur. When they do, we are committed to listening carefully, investigating what happened, and working with you toward a fair resolution. We treat all complaints seriously, whether they relate to customer service, punctuality, handling of items, billing, or any other part of our service.

Using this procedure will not affect your statutory rights. We welcome all feedback, positive or negative, as it helps us to improve our removal and man and van services across our operating area.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the service you have received from Man with Van Nunhead, where you would like a response or resolution. Examples include:

Service not delivered as agreed, such as late arrival or incomplete work. Concerns about how your belongings were handled, including damage or missing items. Disagreements about charges, quotes, or invoicing. Conduct, behaviour, or communication of our drivers, porters, or office staff. Any other issue where you believe we have not met our agreed standards.

If you are unsure whether your concern counts as a complaint, please raise it with us anyway. We will treat it in line with this procedure.

Raising a Complaint Informally

In many cases, issues can be resolved quickly by speaking directly to a member of our team. Where possible, we encourage you to raise any concern as soon as it arises, either on the day of the move or as soon as reasonably possible afterwards. The team member will try to resolve the matter on the spot, for example by clarifying information, correcting a mistake, or agreeing a simple practical solution.

If you are not satisfied with the outcome of an informal discussion, or if the issue is more serious, you can use our formal complaints process described below.

Making a Formal Complaint

To help us investigate properly, please make your formal complaint in writing. When doing so, include as much relevant information as you can, such as:

Your full name and any reference you were given when booking. The date and approximate time of the service and the addresses involved in the move. A clear description of what went wrong and how it has affected you. Names of any staff members you dealt with, if known. Details of any conversations already held about the issue. Copies of any relevant documents, such as quotes, job sheets, or photographs of damage.

The more detail you provide, the easier it will be for us to review the situation and respond fully.

Timescales for Submitting a Complaint

We ask that complaints are submitted as soon as reasonably possible after the service has taken place. For concerns about damaged or missing items, please contact us as soon as you discover the issue. Delayed notification can make it more difficult to trace events or verify the circumstances.

We will still consider complaints raised later, but our ability to investigate may be reduced where there has been a long time between the service and the complaint.

How We Will Handle Your Complaint

When we receive your written complaint, we will follow these steps:

Acknowledge receipt of your complaint within a reasonable time. Record your complaint in our internal log so it can be tracked and monitored. Review the details you have provided and gather any additional information needed, which may include driver notes, job records, photographs, and statements from staff involved. Assess the facts of the case, considering our terms and conditions and any relevant industry standards. Decide on an appropriate response and any steps we can take to put things right.

We aim to issue a full response as promptly as possible. If the matter is complex or requires additional investigation, we may contact you for more information and keep you informed of progress.

Our Response and Possible Outcomes

After we have investigated your complaint, we will provide you with a clear written response. This will usually include:

A summary of the concerns you raised. An outline of the investigation we carried out. Our findings based on the information available. Any offer of remedy, which may include an apology, an explanation, corrective action to prevent recurrence, or where appropriate, a financial or practical gesture.

Any offer we make will be based on the specific circumstances of your complaint and our applicable terms and conditions.

If You Are Unhappy with the Outcome

If you do not agree with our response, you can ask for the decision to be reviewed. When doing so, explain why you are dissatisfied and provide any further information you believe is relevant. A different member of the team will review the complaint, our original investigation, and your additional comments before issuing a final response.

Once our internal review process is complete, we will confirm our final position in writing.

Data Protection and Confidentiality

All complaints are handled in line with our obligations under data protection legislation. Information you provide will be used only for the purposes of investigating and resolving your complaint, improving our services, and meeting our legal and regulatory responsibilities. We keep complaint records securely and restrict access to authorised personnel only.

Continuous Improvement

We regularly review complaints and outcomes to identify patterns, training needs, or changes required to our procedures. This helps us improve the reliability and quality of our removal and man and van services across the areas we serve. By using this complaints procedure, you are helping us strengthen our service for all customers.

If anything in this procedure is unclear, or if you need help setting out your complaint, please let us know so we can support you through the process.