Complaints Procedure for Man with Van Bankside

Man with Van Bankside is committed to delivering a reliable and professional removal service. We aim to resolve any concerns quickly, fairly, and consistently, and we use all feedback to improve our moving and delivery services. This Complaints Procedure explains how you can raise a complaint and how we will manage it from start to finish.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and accessible process for customers who are dissatisfied with any aspect of our removal or man with a van services. It applies to all customers using our services, whether for home moves, office moves, or transport of single items.

This procedure covers complaints about our service standards, communication, conduct of our team members, handling of goods, and adherence to agreed booking details.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether verbal or written, where you wish us to investigate and respond. Examples include:

Service not delivered as agreed, such as arrival times, vehicle type, or staffing levels.

Concerns about the handling, loading, unloading, or transportation of your belongings.

Unclear, delayed, or inappropriate communication before, during, or after your move.

Conduct or behaviour by a team member that you believe is unprofessional or unacceptable.

Issues with charges that do not match the agreed quote or confirmed booking details.

How to Raise a Complaint

You can raise a complaint in writing. Written complaints allow us to clearly record the details, understand the circumstances, and respond more thoroughly. Please include the following information when making a complaint:

Your full name and the name under which the booking was made.

The date and approximate time of your move or service.

The collection and delivery addresses used for the service.

A clear description of what went wrong and what outcome you are seeking.

Any supporting information such as photographs, inventories, driver names, or booking references.

If your complaint relates to potential damage or loss of items, please describe the item, the condition before the move, and the issue discovered after the move.

Time Limits for Submitting Complaints

To help us investigate effectively, we ask that you raise your complaint as soon as possible after the event. For issues relating to service quality or staff conduct, complaints should normally be made within 14 days of the move.

For issues relating to loss or damage to goods, you should notify us in writing as soon as the issue is discovered. Prompt notification allows us to review records, vehicle logs, and staff reports while details are still clear.

Our Complaint Handling Stages

We follow a structured process to ensure fairness and consistency.

Stage One: Acknowledgement

Once we receive your complaint, we will acknowledge it in writing. In this acknowledgement, we will confirm that we have received your complaint and outline the next steps in our investigation, including the likely timescale for a full response.

Stage Two: Investigation

Your complaint will be reviewed by a member of our management team who was not directly involved in the service delivery wherever possible. The investigation may include:

Reviewing your booking details, inventory, and any written instructions.

Checking vehicle logs, time records, and job sheets.

Speaking with the driver and any removal team members present on the day.

Reviewing any photographs, videos, or other evidence you provide.

Considering our internal policies and service standards for removals and van hire.

Stage Three: Response and Outcome

After completing the investigation, we will provide a written response setting out:

A summary of your complaint as we understand it.

The findings of our investigation.

Any action we propose to take to put things right, where appropriate.

Any changes we plan to make to prevent similar issues in future.

Where a claim is upheld in whole or in part, remedies may include an explanation, an apology, rectification work, service improvements, or financial redress where appropriate and in line with our terms and conditions.

If You Are Not Satisfied with the Outcome

If you are unhappy with our Stage Three response, you may request a further review. In your request, please explain why you remain dissatisfied and identify any aspects of your complaint that you feel have not been fully addressed.

We will then arrange for a further review, where possible by a more senior member of the team or by someone not previously involved. Following this review, we will issue a final written response.

Our Commitment to Fairness and Confidentiality

We handle all complaints with respect, impartiality, and discretion. Your complaint will not affect the standard of service you receive in any ongoing or future bookings. Personal information provided in relation to a complaint is handled in line with our privacy practices and is only shared internally with those who need it to investigate and respond.

Using Complaints to Improve Our Removal Services

Feedback and complaints help us refine our planning, handling, and customer care. We regularly review complaints to identify patterns or recurring issues, such as timing, packing, loading practices, or communication. Where appropriate, we will adjust training, supervision, and operational procedures for our man and van and wider removal services.

By following this procedure, we aim to resolve individual issues and strengthen the reliability and professionalism of Man with Van Bankside for all customers.