Complaints Procedure

Complaints Procedure for Man with Van Whetstone

This complaints procedure explains how customers can raise concerns about removal or transport services provided by Man with Van Whetstone, and how those concerns will be managed. Our aim is to resolve issues promptly, fairly, and transparently, and to use feedback to improve our moving services.

Our commitment to resolving complaints

We recognise that, despite careful planning, things can sometimes go wrong during a move or collection. When this happens, we want to know about it. We are committed to:

Listening to your feedback and taking all complaints seriously.

Investigating issues impartially and based on evidence.

Responding in clear, straightforward language.

Putting things right where we are at fault, in line with our terms and conditions.

Using what we learn to improve our removal and man and van services.

What counts as a complaint

A complaint is any expression of dissatisfaction about our services, whether it relates to bookings, communication, collection and delivery, conduct of staff, timekeeping, handling of goods, or charges. You can make a complaint even if the issue seems small; early feedback helps us resolve matters quickly.

How to raise a complaint

You should raise your complaint as soon as possible after the issue occurs, ideally within a reasonable time frame so that we can investigate thoroughly. Please provide:

Your full name and the date of your move or booking.

The collection and delivery addresses for the service.

A clear description of what went wrong and when it happened.

Any relevant supporting information, such as photographs of damage or copies of written communication.

Details of any immediate steps taken on the day with the driver or team member.

Complaints should be made in writing wherever possible so that we have an accurate record of your concerns and can respond in a structured way.

Stage one: Initial review and acknowledgement

Once we receive your complaint, we will log it and allocate it to a member of the team for review. We aim to acknowledge your complaint within a reasonable timeframe, confirming that we have received it and outlining the next steps in the process.

At this early stage we may contact you to request further information or clarification, such as additional photographs, item descriptions, or timing details. Providing this information promptly helps us investigate more effectively.

Stage two: Investigation of your complaint

Your complaint will be investigated by a person who was not directly involved in the original issue wherever possible, to ensure fairness and objectivity. The investigation may include:

Reviewing your booking details and service notes.

Speaking to the driver or removal team who attended your booking.

Checking any available job records, photographs or condition reports.

Assessing whether our service met our internal standards and the terms agreed at the time of booking.

We aim to complete investigations within a reasonable period, depending on the complexity of the case and the availability of information.

Stage three: Outcome and response

Once the investigation is complete, we will provide you with a written response setting out:

A summary of the complaint and the issues raised.

The findings of our investigation.

Any actions we propose to take to put things right, if appropriate.

Any changes we plan to make to our processes to prevent similar issues in future, where relevant.

Where we find that we are at fault, we will explain what we can offer in line with our terms and conditions, including any applicable remedies or goodwill gestures.

If you remain dissatisfied

If you are not satisfied with the outcome, you may request a further review. In your request, please explain why you disagree with the findings or the proposed resolution, and provide any additional information you feel has not been considered.

A more senior member of the business will then review the original investigation, the evidence gathered, and your comments. They may contact you to clarify details or seek further information before reaching a final decision. This review will focus on whether the investigation was fair, whether relevant information was taken into account, and whether the outcome was reasonable in the circumstances.

Time limits and practical considerations

We encourage customers to raise complaints as soon as possible after the move or transport service. Delays in reporting may affect what we can reasonably investigate, particularly in relation to alleged damage to items or property. Evidence such as photographs or third party reports is often time sensitive.

Where a complaint involves potential damage or loss, we may ask you to retain the items, packaging, or other evidence for inspection. Failure to do so may limit the options available to us.

Complaints about damage or loss

If your complaint relates to damage to goods or property, or to missing items, please provide:

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

Clear photographs showing the damage or the area concerned.

Details of when you first noticed the issue after the move.

This information will help us assess the situation fairly, alongside our service records and any statements from the removal team.

Respectful communication

We understand that moving can be stressful and that problems can cause inconvenience or upset. We will always treat you with courtesy and respect, and we expect the same from customers when communicating with our team. Abusive, discriminatory, or threatening behaviour may result in communication being restricted to writing only.

Using feedback to improve our service

Every complaint, whether upheld or not, is an opportunity for us to review how we deliver our man and van and removal services. We regularly analyse complaints to identify recurring themes and make improvements to training, vehicles, equipment, and communication, so that customers across our service area receive a more reliable experience.

Changes to this complaints procedure

We may update this complaints procedure from time to time to reflect changes in our services, legal requirements, or best practice. The version published on our website will be the most current and will apply to any new complaints raised after the date of publication.