Man and a Van Bow Complaints Procedure
Man and a Van Bow is committed to providing reliable and professional removal services. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process. Our aim is to resolve issues fairly, promptly, and transparently.
Purpose of This Complaints Procedure
The purpose of this procedure is to give customers a clear and straightforward way to tell us when something has gone wrong with our moving or delivery services. It also helps us review our performance, improve our standards, and maintain a high level of customer satisfaction across our service area.
This procedure applies to all domestic and small business customers using Man and a Van Bow for removals, man and van hire, or related moving and transport services.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, whether it is about:
Damage to property, belongings, or premises during a move. Delays, missed time slots, or failure to attend a booked removal. Conduct, attitude, or behaviour of our drivers, porters, or office staff. The quality or accuracy of information you received when booking. Charges, quotations, invoices, or payment issues. Any other aspect of our removal services that you feel fell below reasonable expectations.
We take all complaints seriously, whether they are minor concerns or more serious issues about the performance of our removal teams.
How to Make a Complaint
You can raise a complaint through any of the following methods:
In writing, providing a clear description of the issue you experienced. By speaking directly to our team during or immediately after your move. Through our usual contact channels detailed on our website or booking documents.
To help us deal with your complaint efficiently, please provide the following information where possible:
Your full name and the address where the service took place. The date and time of your move or collection. A description of what went wrong, including any relevant details such as timings, missing items, or damage. Names or descriptions of the staff involved, if known. Any supporting information you have, such as photos of damage or copies of paperwork.
Time Limits for Making a Complaint
We encourage customers to raise concerns as soon as possible so that we can investigate effectively. Ideally, complaints about our removal services should be made within seven days of the service date or the date you became aware of the issue.
For incidents involving damage to property or belongings, we may not be able to properly assess the situation if a significant amount of time has passed. Prompt notification allows us to review vehicle records, staff schedules, and other relevant information.
Our Complaints Handling Process
Once we have received your complaint, we will follow these steps:
Acknowledgement. We will record your complaint and acknowledge receipt as soon as reasonably possible. Where necessary, we may ask you for further details or clarification to help us understand the matter fully.
Initial Assessment. We will assess the nature of your complaint to determine the best way to investigate and which team member should handle it. For straightforward issues, this may be managed directly by the member of staff you initially dealt with. More serious or complex complaints will be escalated to a senior member of our team.
Investigation. We will review all relevant information, which may include job sheets, booking records, photographs, driver logs, and statements from staff involved. If needed, we may ask you for additional information or evidence to support your account.
Response. After our investigation, we will provide you with a clear response. This will set out our understanding of the complaint, what we have found, and any steps we propose to take to resolve the matter.
Timescales for Response
We aim to provide an initial response to all complaints within five working days of receipt. In more complex cases, where further investigation is required, we will keep you updated on progress and aim to provide a full response within twenty working days.
If we are unable to meet these timeframes, we will let you know the reason and give you a revised timescale for our response.
Possible Outcomes and Remedies
Depending on the nature of your complaint and the outcome of our investigation, we may offer one or more of the following:
A clear explanation of what went wrong and why. An apology for any inconvenience or distress caused. Practical steps to put things right where reasonably possible. A review of internal procedures, staff training, or working practices to reduce the risk of similar issues in future. In appropriate cases, a goodwill gesture or other form of redress, considered on a case by case basis and in line with our service terms.
Any settlement or remedy will be based on the facts established during our investigation and the terms agreed at the time of booking.
Escalating Your Complaint
If you are not satisfied with the response you receive, you may ask for your complaint to be reviewed by a more senior member of the company. When requesting an escalation, please explain why you are unhappy with the initial outcome and what you would like us to reconsider.
The senior reviewer will look at the complaint afresh, including all evidence and the way the matter was previously handled, and will provide a final written response wherever possible.
Fairness and Confidentiality
All complaints are handled confidentially and in line with our obligations to protect personal information. We aim to treat every customer fairly and consider each case on its individual facts, regardless of the nature of the complaint.
Our staff are expected to deal with complaints professionally and courteously at all times. We also expect customers to communicate honestly and respectfully throughout the process.
Using Complaints to Improve Our Service
Feedback and complaints are an important part of how we improve our removal services. We regularly review the complaints we receive to identify trends, training needs, and areas where our procedures can be strengthened. This helps us provide a more reliable, efficient, and considerate moving experience throughout the areas we serve.
By following this Complaints Procedure, Man and a Van Bow aims to resolve issues fairly and maintain the trust of customers who rely on our removals and man and van services.
