Complaints Procedure for Man With a Van Manor House Customers

Man With a Van Manor House is committed to providing a reliable and professional moving and delivery service. 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 Commitment to Handling Complaints

We aim to deal with all complaints promptly, fairly, and consistently. We value feedback from customers using our man and van services, whether for small moves, larger household removals, or commercial transport. Complaints are treated as an opportunity to review our performance, improve our service, and maintain high standards of care for your belongings and property.

We will always treat you with respect, listen carefully to your concerns, and aim to resolve matters at the earliest possible stage.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not. This can include, but is not limited to:

Delays in collection or delivery of items during your move.

Damage to property, goods, or premises while we are providing removal or transport services.

Concerns about the conduct, attitude, or professionalism of our staff or drivers.

Issues with how your booking, quotation, or payment was handled.

Any other aspect of our man and van or removal service that you feel did not meet reasonable expectations.

How to Make a Complaint

You may raise a complaint in writing or verbally. To help us understand and resolve your concerns efficiently, we ask that you provide as much detail as possible, including:

Your full name.

The date and approximate time of the service.

The pick-up and drop-off locations for your move or delivery.

A clear description of what went wrong and how it has affected you.

Any relevant reference details you were given at the time of booking.

Photographs or supporting evidence, where the complaint involves damage or loss of items, can assist us in resolving matters more quickly, but they are not compulsory.

Timescales for Raising a Complaint

To allow us to investigate effectively, we encourage you to raise any complaint as soon as possible after the event. Complaints relating to loss or damage to items should ideally be made within a reasonable period after the move or delivery is completed, once you have had the opportunity to check your belongings.

Initial Acknowledgement

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your concerns and outline the next steps in the process. Where appropriate, we may request further information to clarify the details of your complaint, particularly in more complex removal or transport jobs.

Investigation Process

Your complaint will be reviewed by a member of our management team who is not directly involved in the issue wherever possible. The investigation may include:

Reviewing the booking details and job notes recorded for your move.

Speaking with the driver or team members who provided your man and van service.

Examining photographs or other evidence you have supplied.

Assessing whether our internal procedures were followed during your move or delivery.

We will aim to complete our investigation and provide a full response within a reasonable period. If we need more time due to the complexity of the issue, we will inform you and explain why.

Our Response and Possible Outcomes

When we have completed our investigation, we will provide you with a clear written or verbal response that sets out:

What we have understood your complaint to be.

What we have found in the course of our investigation.

Whether your complaint has been upheld in full, in part, or not upheld.

Any steps we will take as a result of your complaint.

Depending on the nature of the issue, possible outcomes may include:

An apology and an explanation of what went wrong.

Practical steps to put things right where this is possible.

Review or improvement of our internal procedures for future removal and delivery work.

Information about any further options open to you if you remain dissatisfied.

Escalating Your Complaint

If you are not satisfied with the initial outcome, you may ask for your complaint to be reviewed again. In this case, where practicable, your complaint will be reassessed by a senior member of our team who was not previously involved in the investigation.

During this review, we will reconsider all available evidence and may request additional information from you or from the staff involved in your move. We will then provide a final response setting out our position.

Fair Treatment and Confidentiality

We handle all complaints confidentially and in accordance with relevant legal and regulatory requirements. Your complaint will not affect the standard of service you receive from us in the future. We do not tolerate any form of unfair treatment towards customers who raise concerns in good faith.

Using Complaints to Improve Our Service

Man With a Van Manor House uses complaints and customer feedback to monitor the quality of our removal and transport services. We regularly review patterns or recurring issues so that we can update staff training, vehicle checks, handling procedures, and booking practices. Our goal is to provide a dependable man and van service that customers can trust for local moves, longer journeys, and one-off deliveries.

Changes to This Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes in our business, our services, or applicable regulations. The version published here will always describe the current process we follow when dealing with complaints about our man and van and removal services.