Complaints Procedure for Man with Van Collier Row

This complaints procedure explains how customers can raise concerns about the services provided by Man with Van Collier Row, how those concerns will be handled, and what you can expect from us at each stage. We aim to resolve issues quickly, fairly and transparently, and to use feedback to continually improve our removal and man and van services.

Our Commitment to Customers

We are committed to providing a reliable, professional service for moves of all sizes, including local and longer-distance removals. If something goes wrong, we want to know about it so we can put matters right where possible and prevent similar issues in future.

All complaints are taken seriously and handled in line with this procedure. We will treat you with courtesy and respect, maintain confidentiality as far as is reasonably possible, and ensure that raising a complaint does not affect any ongoing or future bookings with us.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, whether it relates to quotes, booking, packing, loading, transport, unloading, conduct of staff, handling of belongings, timekeeping, charges or communication before, during or after your move.

You do not need to use specific wording for your concerns to be treated as a complaint. If you tell us you are unhappy and would like a response, we will follow this procedure.

How to Raise a Complaint

We encourage customers to raise issues as soon as possible so that we can respond promptly and effectively. You can make a complaint verbally or in writing. When submitting a complaint, please provide:

The date and location of your move or booking; a description of what happened, including key times and events; the names or roles of any staff involved, if known; details of any property or items affected; what outcome or resolution you are seeking, if you have a preference.

Clear, specific information helps us investigate thoroughly and respond accurately.

Stage One: Informal Resolution

Where possible, we aim to resolve concerns informally in the first instance. If an issue is raised during a move, please speak to the driver or team leader on site. Many problems can be resolved immediately by adjusting the work being carried out or clarifying what has been agreed.

If the issue arises before or after the moving day, you can raise it with our office or the person who handled your booking. At this stage we will:

Listen to your concerns and clarify any points we do not fully understand; check relevant booking details, job notes and any communication records; try to offer a practical solution or explanation within a reasonable timeframe.

If you are satisfied with the outcome, the matter will be closed at this stage. If you remain unhappy, you can ask for your complaint to move to the formal stage.

Stage Two: Formal Complaint

If your concern cannot be resolved informally, or if it is serious in nature, it will be treated as a formal complaint. At this stage we will confirm that we have received your complaint and begin a structured investigation.

We will normally acknowledge your formal complaint within a reasonable period of time. The acknowledgement will outline how your complaint will be handled and an estimated timeframe for a full response.

Investigation Process

For formal complaints, we will appoint a person with appropriate responsibility to review your case. The investigation may include:

Reviewing your original booking details, quote, and any agreed service specifications; examining job sheets, route and timing information where relevant; speaking with the team members involved in your move; reviewing any photos, inventory notes or related records; considering any previous communication from you about the same matter.

We will look at all the information available to understand what happened and whether our service met the standards we aim to deliver.

Our Response

Once the investigation is complete, we will send you a written response. This will normally include:

A summary of your complaint and the issues raised; details of what we have investigated and the information we have considered; our findings, including where we believe things went wrong or could have been done better; any actions we propose to take, which may include an apology, service improvements, remedial work or other appropriate steps.

We aim to provide a clear, reasoned explanation and, where appropriate, a fair and proportionate resolution.

Timeframes

We aim to deal with complaints as quickly as is reasonably possible, taking into account the complexity of the issues and the availability of information. While not every case will follow the same timescales, we will keep you informed if further time is needed to complete our investigation.

If there are unavoidable delays, we will update you and explain the reasons, as well as when you can expect a further response.

Evidence and Supporting Information

You are encouraged to provide any evidence that may support your complaint. This could include photographs, inventories, item lists, receipts, or written records of any relevant conversations. Providing this information early can help us reach a resolution more quickly.

Outcomes and Remedies

Where a complaint is upheld in full or in part, we will consider fair and reasonable remedies. These may include:

Providing a clear explanation or additional information; offering an apology where service has fallen below our standards; taking practical steps to mitigate any issues, where feasible; reviewing internal procedures, staff guidance or training to prevent recurrence.

Any remedy will depend on the specific circumstances of the complaint, the nature of the issue and the impact on you as the customer.

Escalation of Unresolved Complaints

If you are not satisfied with the outcome at the end of our internal complaints procedure, you may ask for a further review. In doing so, please identify which aspects of our response you disagree with and why, and provide any additional information that you feel has not been considered.

We will review the matter again, focusing on whether the original investigation was fair, thorough and reasonable, and whether our conclusions and any remedies offered remain appropriate.

Use of Feedback

We use information from complaints to monitor our performance and to improve our services. This can include reviewing how we plan and carry out moves, how we protect belongings in transit, how we communicate with customers, and how we manage timing and access issues across our service area.

By raising concerns, you help us identify areas where we can improve, benefiting both you and other customers in the future.

Confidentiality and Data Protection

All complaints are handled in a way that respects your privacy. Information is shared only with those who need it to investigate and resolve the matter. Any personal data used in the complaints process will be handled in accordance with applicable data protection requirements.

Review of This Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, effective and appropriate for the services we offer. Updates may be made to reflect changes in our operations, customer feedback, or relevant legal and regulatory developments.

Man with Van Collier Row is committed to dealing with all complaints fairly and constructively, and to maintaining high standards in all aspects of our removal and man and van services.