Complaints Procedure

Complaints Procedure for Man with Van Bowes Park

This Complaints Procedure explains how customers of Man with Van Bowes Park can raise concerns about our services and how we will respond. It applies to all removal and man with a van services we provide, including home moves, small office relocations and item transport.

Our Commitment to Handling Complaints

We aim to provide a reliable, careful and professional moving service. If something goes wrong, we want to know about it so we can put things right and improve our service. All complaints are taken seriously and handled in a fair, consistent and timely manner.

We will always aim to:

Listen to your concerns without interruption or defensiveness.

Investigate the issue thoroughly and objectively.

Explain clearly what we can do to resolve the matter.

Use your feedback to prevent similar issues in future removals.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not. This may include, but is not limited to:

Concerns about timekeeping, reliability or missed appointments.

Damage to property or belongings during loading, transport or unloading.

Disagreement about pricing, quotes or additional charges.

Staff behaviour, conduct or communication.

Service quality, such as handling of items or completion of work.

How to Make a Complaint

You can raise a complaint verbally or in writing. While we are happy to discuss concerns in person or by phone, we recommend putting your complaint in writing so there is a clear record of the issue and the outcome you are seeking.

Please include the following information when you make a complaint:

Your full name and any booking reference you have.

The date and location of the service.

A clear description of what went wrong.

Details of any damage, including photographs if available.

What you would consider a fair resolution.

We encourage customers to raise any complaint as soon as possible after the service so that we can investigate while details are still fresh and relevant information is readily available.

Timeframes for Raising a Complaint

To help us investigate effectively, we ask that:

General service complaints are raised within 14 days of the date the work was carried out.

Damage to belongings or property is reported as soon as reasonably possible, ideally within 7 days of the move.

We will still consider complaints raised after these periods, but our ability to investigate and resolve them may be limited if evidence, documentation or recollection is no longer available.

How We Will Respond

Once we receive your complaint, we will follow these steps:

Acknowledgement: We will confirm that we have received your complaint and let you know that it is being reviewed.

Initial Review: We will check the details of your booking, speak to the team members involved and review any notes or photographs from the job.

Investigation: If needed, we may contact you for more information, ask for further evidence of any damage, or arrange a visit to view any reported issue in person.

Outcome: We will provide a clear response explaining our findings, any action we will take and the reasons for our decision.

We aim to provide a full response to most complaints within 10 working days. If the matter is complex and more time is required, we will let you know and keep you updated on progress.

Possible Outcomes and Resolutions

Depending on the nature of the complaint and the outcome of our investigation, possible resolutions may include:

An explanation of what happened and why.

A sincere apology where we have fallen short of our standards.

Corrective action, such as revisiting a property to complete agreed work.

Adjustments or partial refunds where appropriate under our terms.

Recommendations for preventing similar issues in future moves.

Any offer of compensation will take into account our service terms, the condition and value of items, and any evidence supplied.

Complaints About Damage

If you believe that any item or part of your property has been damaged during a move, please inform us as soon as you become aware of the issue. To assist us, we may ask you to:

Provide photographs clearly showing the damage.

Confirm the age and approximate value of the item.

Explain how and when you believe the damage occurred.

We will compare this information with our job records and any notes made by the team during the move. Our decision will always aim to be fair and in line with our service terms and any applicable limitations of liability.

If You Are Unhappy With Our Response

If you are not satisfied with the outcome of your complaint, you can ask for a further review. In this case, a senior member of our team who was not directly involved in the original job will reconsider the information and the decision made.

They may contact you to clarify details or request additional evidence. Once the review is complete, we will provide a final response explaining whether the original decision is upheld or whether any changes will be made.

Using Feedback to Improve Our Service

Every complaint is an opportunity for us to improve how we deliver our removal and man with a van services. We regularly review complaints to identify recurring issues, training needs and ways to enhance customer experience.

By telling us when something has gone wrong, you help us raise our standards, refine our procedures and provide a more reliable, careful and efficient moving service for all customers.

Policy Review

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective. Any updates will apply to all future complaints from the date of publication.