Man with Van North End Complaints Procedure

Man with Van North End aims to provide a reliable and professional removal and man and van 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 and improve our services. This Complaints Procedure explains how you can raise a concern, how we will deal with it, and what you can expect from us at each stage.

Our Commitment to You

We are committed to handling all complaints in a fair, consistent and timely manner. Every complaint is taken seriously, whether it relates to local or longer-distance moves, single-item transport or full home and office removals. Our key commitments are to listen, respond clearly, and take appropriate action to resolve issues where possible.

We aim to:

Respond to your concerns in a respectful and professional way.

Investigate what has happened and explain our findings.

Offer a suitable remedy where we are at fault and it is appropriate to do so.

Use your feedback to improve our removal and transport services in the future.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This can include, but is not limited to:

Concerns about the standard of service provided during a move.

Damage or loss of items during loading, transportation or unloading.

Behaviour or conduct of any member of our team.

Issues with punctuality, communication or documentation.

Disagreement about charges quoted or amounts invoiced.

Please raise any issue as soon as possible so that we can investigate while the details are still clear for everyone involved.

How to Make a Complaint

You can make a complaint in writing. Written complaints help us to keep a clear record of the issue and to respond properly.

When making a complaint, please include:

Your full name and, if applicable, the name the booking was made under.

The date and approximate time of your move or service.

The collection and delivery locations for the job.

A clear description of what went wrong and how it has affected you.

Details of any conversations already held with our team about the issue.

Any supporting information, such as photographs of damage or copies of documents.

We ask that complaints are raised within a reasonable period, and in any event as soon as you become aware of the issue. For damage or loss of property, it is particularly important that you notify us promptly.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint in writing, we will record it in our internal system and carry out an initial review.

We will normally acknowledge your complaint within a reasonable timeframe. In this acknowledgement, we will confirm that we have received your complaint and outline the next steps in our investigation.

At this early stage we may contact you to clarify details or to request further information, for example photographs or itemised lists, so that we can fully understand the circumstances of your complaint about our removal service.

Stage Two: Investigation

Your complaint will be investigated by a person with appropriate knowledge and authority within Man with Van North End. This may involve:

Reviewing your original booking details and any related documents.

Speaking to the removal team or driver involved.

Checking any schedules, route plans, job sheets or notes made on the day.

Reviewing photographs, inventory lists, or other evidence provided.

We aim to complete our investigation and provide a response within a reasonable timeframe. If the matter is complex and more time is required, we will let you know and keep you updated on progress.

Stage Three: Response and Outcome

Once our investigation is complete, we will provide you with a written response that will:

Summarise the complaint you have made.

Explain the steps we have taken to investigate the matter.

Set out our findings and any conclusions reached.

Detail any remedies or actions we propose to take, if appropriate.

Possible outcomes may include an explanation or apology, corrective action for future moves, or where appropriate and in line with our terms and conditions, a financial remedy or contribution. Remedies are considered on a case-by-case basis and will depend on the circumstances and the evidence available.

If You Remain Dissatisfied

If you feel that your complaint has not been resolved adequately, you may request a further internal review. In this case, your complaint and the handling of it will be reviewed by a different person where possible, who was not directly involved in the original investigation.

During this review we will consider whether our procedure has been properly followed, whether the investigation was reasonable and thorough, and whether the outcome was fair in light of the information available.

Following this review, we will send you a final written response. This response will set out our final position on the matter.

Complaints Involving Property Damage or Loss

Complaints involving damage to property or loss of items are treated with particular care. To help us consider such complaints, please provide:

Clear photographs of any damage where possible.

A description of the items affected, including approximate age and condition before the move.

Details of any packaging or protection used during transport.

Any receipts or evidence of value, if available.

All damage or loss complaints are reviewed in line with our terms and conditions. Certain exclusions and limitations may apply, and these will be explained in our written response where relevant.

Data Protection and Confidentiality

All complaints are handled in accordance with applicable data protection requirements. Information you provide will be used only for the purpose of investigating and responding to your complaint and for improving our services. Your complaint will be shared only with those within Man with Van North End who need to see it to carry out the investigation and to implement any agreed actions.

Using Feedback to Improve Our Services

We value feedback from our customers across all aspects of our work, from small local moves to larger property relocations. Complaints highlight areas where we can improve training, communication, planning and the way we care for customers belongings.

Where appropriate, we may use your experience anonymously in team meetings or internal training to help prevent similar issues from occurring in the future and to continually raise our service standards.

Changes to This Complaints Procedure

Man with Van North End may update this Complaints Procedure from time to time to reflect changes in our services, customer expectations, or any legal or regulatory developments. The version published on our website will be the most current and will apply to any complaints made while it is in force.