Complaints Procedure for Man and Van and Office Removals

This complaints procedure explains how you can raise a concern about our man and van or office removals service, how we will respond, and the steps we take to put things right. We are committed to resolving issues promptly, fairly and consistently for all customers using our removal services.

Our Commitment to Handling Complaints

We aim to deliver a reliable and professional removals service for home and office moves across our service area. If something goes wrong, we want to know about it so we can investigate, respond and improve. Every complaint is taken seriously and handled with respect, confidentiality and impartiality.

What This Procedure Covers

This procedure covers complaints relating to our man and van services, office removals, packing and loading, transport, delivery and any associated customer service. It applies whether you have booked a small local move or a larger office relocation.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, where you are seeking a response or resolution. This may include issues such as missed or delayed arrivals, damage or loss of items, conduct or attitude of removal staff, inaccurate information provided before or during the move, or concerns about the quality of our service in any part of your removal.

How to Make a Complaint

You can raise a complaint in writing or verbally. We recommend that you provide your full name, the date of your move, the pickup and drop-off addresses, and a clear description of what went wrong. Please include any relevant supporting information such as inventory notes, photographs, or job references so that we can review your complaint efficiently.

If you raise a concern during your move, our removals team will do their best to resolve it immediately. If it cannot be resolved on the day, or if you prefer to complain later, you can submit a formal complaint through our normal contact channels.

Time Limits for Making a Complaint

We encourage you to contact us as soon as possible after your move so that we can investigate while details are still fresh and records are easy to review. For any concerns involving alleged loss or damage to property during a man and van or office removal service, please notify us within a reasonable time after the move, ideally within seven days of completion.

What Information We Need From You

To help us handle your complaint thoroughly and fairly, please provide the following where possible:

Full name and contact details, date and time of the removal, collection and delivery addresses, description of the service booked, detailed explanation of the issue, details of any conversations already held with our staff, and your preferred outcome or resolution where applicable.

How We Will Respond

We aim to acknowledge your complaint promptly once it is received. After acknowledgement, we will review your complaint in detail. This may include speaking with the man and van team members involved, reviewing schedules, inventories, job sheets, and any images or evidence you provide.

We aim to provide a full written response within a reasonable timeframe. If the matter is complex and more time is required, we will keep you updated on progress and let you know when you can expect a final response.

Our Investigation Process

Each complaint is handled by a member of our management team who was not directly involved in the incident wherever possible. We will carefully review all information, examine our internal records, and compare what happened against our service standards and terms. We may contact you for further clarification or additional evidence if needed.

Once the investigation is complete, we will explain our findings, confirm whether the complaint is upheld in full, upheld in part, or not upheld, and outline any actions we will take to resolve the matter and prevent similar issues in future removals.

Possible Outcomes and Resolutions

Depending on the nature of your complaint, possible outcomes may include an apology and explanation, corrective action during the move where still in progress, review of our procedures or training, or where appropriate and in line with our terms and conditions, a financial gesture or other form of redress. Any resolution will be based on the evidence available and will seek to be fair and proportionate.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you can ask for your case to be reviewed by a more senior manager. When requesting an escalation, please explain why you disagree with the response you have received and provide any additional information that you feel has not yet been considered.

The senior review will focus on whether the original investigation was thorough and fair, and whether the outcome remains appropriate. Following this review, we will send you our final position on your complaint.

Confidentiality and Data Protection

All complaints are handled confidentially. Information is shared only with staff who need it to investigate and resolve your concerns. We store complaint records securely in line with our data protection responsibilities and retain them only for as long as necessary to manage our services and meet legal or regulatory requirements.

Using Feedback to Improve Our Service

Feedback from complaints is reviewed regularly so we can learn from any mistakes and continuously improve our man and van and office removals services across the areas we cover. Trends and recurring issues are monitored, and we update our processes, staff training and quality checks where needed.

Accessibility of This Procedure

This complaints procedure is available to all customers using our home or office moving services within our operating area. If you require the information in an alternative format, or need assistance to make a complaint, please contact us and we will do our best to support you.

Monitoring and Review

We review this complaints procedure regularly to ensure it remains clear, fair and effective for customers using our removals services. Any changes will apply to future complaints and will be made with the aim of improving your experience when moving with us.