Complaints Procedure

Complaints Procedure for Man with Van Somers Town

Man with Van Somers Town is committed to delivering reliable and considerate removal and man and van services. We recognise that, on occasion, things may not go as planned. When this happens, we encourage customers to tell us so we can put matters right and learn from the experience. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to Handling Complaints

We aim to resolve all complaints promptly, fairly and consistently. We will always treat you with courtesy and respect and expect the same in return. Our objectives are to understand what went wrong, to explain what we can and cannot do, and, where appropriate, to offer a suitable remedy. We also use complaint outcomes to improve the way we manage moves, collections and deliveries in the future.

What This Procedure Covers

This complaints procedure applies to all services provided by Man with Van Somers Town, including domestic and small office removals, man and van hire, packing assistance and related transport of goods. It covers issues such as punctuality, conduct of staff, care of belongings, adherence to agreed instructions, documentation, and charges, as well as concerns about how we have handled a previous complaint.

Raising an Informal Concern

If you are unhappy with any aspect of our service, we encourage you to speak to the driver or team leader on the day of the job, where possible. Many issues can be resolved quickly on site, such as clarifying instructions, adjusting loading or unloading arrangements, or checking agreed fees. If the matter cannot be resolved on the spot, or if you would prefer not to raise it with the crew, you can proceed to make a formal complaint as described below.

How to Make a Formal Complaint

You should submit your complaint in writing so that we have a clear record of your concerns and can investigate properly. When making a complaint, please include the following information to help us respond efficiently:

The date of your move or booking, the collection and delivery locations, a description of the issue you experienced, details of any damage, delay or disagreement, the names or descriptions of any staff involved, if known, and the outcome you are seeking, for example an explanation, an apology, or a review of charges.

We ask that complaints are raised as soon as reasonably possible after the event so that information and evidence remain accurate and easier to verify.

Timeframes for Acknowledgement and Response

Once we receive your written complaint, we will normally acknowledge it within a reasonable timeframe, confirming that it has been logged and is being reviewed. We will then carry out an investigation, which may involve speaking to the crew, reviewing job notes, and assessing any photographs or supporting evidence you provide.

We aim to provide a full response within a clearly stated period from the date of acknowledgement. If we are unable to respond in full within that time, for example because we need further information or because key staff are temporarily unavailable, we will inform you of the delay and tell you when you can expect a final reply.

How We Investigate Complaints

Our investigation will be proportionate to the nature and seriousness of the complaint. We will consider the terms and conditions agreed at the time of booking, any communications between you and our team, and the circumstances on the day of the job. We may ask you for additional details or evidence, such as photographs of any alleged damage or copies of relevant documents.

We will then decide whether the complaint is upheld in full, upheld in part, or not upheld. We will explain our reasoning as clearly as possible, referring to facts gathered during the investigation.

Possible Outcomes and Remedies

Where a complaint is upheld, we will consider appropriate remedies. These may include a clear explanation of what happened, an apology, corrective action on current or future bookings, or a partial or full adjustment of relevant fees where appropriate and in line with our terms and conditions. Remedies are determined on a case by case basis and will reflect the specific circumstances of your move and the evidence available.

If You Are Not Satisfied with the Outcome

If you are unhappy with our initial response, you may ask for your complaint to be reviewed. In doing so, please explain why you disagree with the decision or outcome and identify any information that you feel was not fully considered. A review will usually be carried out by someone who was not directly involved in the original investigation, where possible, to provide an additional level of scrutiny and fairness.

After the review, we will write to you again to confirm our final position. At this stage, we will explain whether our original decision is upheld or amended and the reasons for that conclusion.

Claims for Loss or Damage

Where your complaint concerns loss of or damage to property, we may ask for further evidence such as photographs, repair or replacement estimates, and proof of ownership or value. All such claims are considered in line with our service terms, including any limits on liability, packaging requirements and reporting timeframes discussed before the move.

It is important that you report any visible loss or damage as soon as you become aware of it, ideally on the day of the move or shortly thereafter, so that we can investigate while events are still recent and easier to verify.

Using Complaints to Improve Our Service

Man with Van Somers Town views complaints as an opportunity to improve the quality and reliability of our removal and man and van services. We routinely review complaint patterns to identify recurring issues, such as scheduling pressures, communication gaps or equipment needs, and we use this information to train our teams and refine our processes. By telling us when something goes wrong, you help us provide a better experience for future customers.

Privacy and Data Handling

Any personal information you provide when making a complaint will be handled with care and used only for investigating and resolving your concerns, meeting legal obligations, and improving our services. We retain complaint records for an appropriate period so that we can monitor service quality and refer back to previous decisions when necessary.

Review of This Complaints Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective for customers using our man and van and removal services. We may update the procedure from time to time to reflect changes in best practice, legal requirements or the way we deliver our services. The most current version will always apply to new complaints raised.