Complaints Procedure for Man with Van Leamouth
Man with Van Leamouth is committed to providing a reliable and professional removal service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can tell us about a problem, how we will deal with it, and the standards you can expect from us throughout the process.
Purpose of This Complaints Procedure
The purpose of this procedure is to give all customers a clear and fair route to raise concerns about our man and van or removal services. It applies to all types of work we undertake, including home moves, flat moves, item deliveries, and small office relocations. We aim to resolve issues quickly, learn from them, and improve the quality and reliability of our services.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our service, whether justified or not, where you would like us to respond. This can include issues such as:
Damage to property or belongings during a move
Delays, missed time slots, or service cancellations
Behaviour or conduct of team members
Disagreements about pricing, quoted hours, or final charges
Concerns about communication before, during, or after a job
If you are unsure whether your issue is a complaint, you are still encouraged to contact us. We will treat any concern seriously and advise you on the most suitable next steps.
How to Make a Complaint
You can make a complaint in writing or verbally. We strongly recommend you submit complaints in writing so that there is a clear record of dates, details, and any evidence you wish to provide. Please include the following information where possible:
Your full name and the address where the removal service took place
The date of your move or booking
A description of what went wrong and when it occurred
Names or descriptions of any staff involved, if known
Details of any damage, loss, or inconvenience caused
What outcome or resolution you are seeking
Complaints should be raised as soon as reasonably possible, ideally within 7 days of the service being provided. Timely reporting helps us investigate more effectively and may make it easier to resolve practical issues such as repairs or replacement of damaged items.
Our Complaints Handling Stages
We aim to deal with complaints in a structured and consistent way. Our process has three main stages.
Stage 1: Initial Review and Acknowledgement
Once we receive your complaint, we will record it in our internal system and allocate it to a person responsible for handling it. We will aim to acknowledge your complaint within 3 working days. The acknowledgement will confirm that we have received your complaint and outline the next steps and expected timescales.
Stage 2: Investigation and Response
We will then investigate your complaint. This may include:
Reviewing booking details, job sheets, and any written communication
Speaking with the driver or removal team involved
Examining photos, videos, or other evidence you provide
Checking our policies and service terms relevant to your case
We aim to provide a full written response within 14 working days of acknowledging your complaint. If the matter is complex and requires more time, we will let you know and provide an updated timescale. Our response will include:
A summary of your complaint
The findings of our investigation
Whether your complaint is upheld in full, in part, or not upheld
Any offer of resolution, where appropriate
Any steps we will take to prevent similar issues in the future
Stage 3: Review of the Outcome
If you are not satisfied with the outcome at Stage 2, you may request a further internal review. You should clearly explain why you are unhappy with our initial decision or proposed resolution and provide any additional information you feel is relevant.
A different person, not involved in the original investigation where possible, will review your complaint and the handling of it. We aim to complete this review and provide a final written response within 14 working days of your request. This final response will explain whether our original decision is upheld or changed, and why.
Possible Outcomes and Remedies
Where we identify that our service has fallen below the standards we set, we will consider appropriate remedies. These may include:
An apology and explanation
Corrective work, where practical
A goodwill gesture
A partial or full refund, where justified under our terms and conditions
Outcomes will depend on the specific circumstances of each case, the evidence available, and the scope of our contractual obligations.
Customer Responsibilities
To help us handle your complaint fairly and efficiently, we ask that you:
Provide accurate and complete information
Keep relevant documents, receipts, and photographs where appropriate
Notify us of any damage as soon as reasonably possible
Communicate with our team calmly and respectfully
We reserve the right to end communication where behaviour is abusive, threatening, or unreasonable. In such cases, we may choose to correspond only in writing or through a nominated representative.
Using Your Feedback to Improve
Every complaint is an opportunity for us to review our processes and improve. We monitor complaints to identify recurring issues, trends, or training needs. This may lead to changes in how we plan and deliver removals, how we protect your belongings, or how we communicate with customers before and during a move.
Updates to This Complaints Procedure
Man with Van Leamouth may update this complaints procedure from time to time to reflect changes in our services, legal requirements, or industry good practice. The version published on our website will always be the most current. If your complaint is already in progress when changes are made, it will continue to be handled under the procedure that applied at the time your complaint was first raised.
Our goal is to handle every complaint fairly, promptly, and respectfully, and to keep improving the service we provide to all customers who rely on us for their moves and deliveries.
