Man with Van Stanmore Complaints Procedure

This Complaints Procedure explains how customers can raise concerns about services provided by Man with Van Stanmore, and how those concerns will be handled. It applies to all removal, man and van, packing, and related transport services supplied to residential and commercial customers.

1. Our commitment to resolving complaints

Man with Van Stanmore aims to provide a reliable, careful and professional removals service. If something goes wrong, we want to know about it so we can put it right where possible and prevent similar issues in the future. All complaints are taken seriously and are treated with respect, fairness and confidentiality.

We are committed to:

Listening carefully to your concerns, recording the details accurately, investigating the circumstances, responding within reasonable timeframes, keeping you informed of progress, explaining our decisions clearly and learning from any mistakes.

2. What counts as a complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This can include issues such as service quality, conduct or behaviour of staff or drivers, timekeeping, vehicle condition, handling of goods, administration of bookings, payments or adjustments, communication before, during or after the move and the outcome of any previous complaint.

You can raise a complaint whether you are the person who booked the service, the person present on the day of the move, or another person directly affected by the service.

3. How to make a complaint

You should raise your complaint as soon as possible after the issue arises, while details are still fresh and any supporting information is available.

You can make a complaint in writing or verbally. When raising a complaint, please provide your full name, the date of your move or booking reference if available, the property addresses involved, a clear description of what went wrong, details of any damage or loss, including dates and times where possible, and any steps you would like us to consider in resolving the matter.

If you raise a concern on the day of the move, please first speak to the driver or team leader on site. Many practical issues can be resolved immediately. If the matter is not resolved to your satisfaction, or you prefer not to raise it on the day, you can submit a formal complaint afterwards.

4. Time limits for complaints

To allow a fair investigation, complaints about service delivery should usually be made within a reasonable time after the move, and any complaint about damage or loss to items should normally be reported as soon as reasonably possible after you become aware of it.

We may still consider complaints raised later, but our ability to investigate fully may be limited if significant time has passed or if supporting evidence is no longer available.

5. How we will handle your complaint

Once we receive your complaint we will acknowledge it and record the details in our internal log. We will then allocate it to a person responsible for investigating and responding. We may contact you for more information, photographs, or other evidence. We may also need to speak to the driver, team members or office staff involved, review booking notes and job sheets and check any relevant policies or procedures.

During the investigation we will remain impartial and aim to understand both your perspective and the circumstances of the move. We will not discriminate against you for raising a complaint, and your future access to our services will not be affected simply because you have complained.

6. Response times

We aim to provide an initial response within a reasonable period after receiving your complaint, confirming that it is being investigated and outlining the next steps. A full written response, including the outcome of our investigation and any proposed resolution, will normally follow within a further reasonable period, depending on the complexity of the matter.

If, for any reason, we cannot provide a full response within these timeframes, we will inform you and let you know when you can expect a final answer.

7. Possible outcomes and remedies

After we have completed our investigation, we will inform you of the outcome. Depending on the circumstances, this may include an explanation or apology, confirmation that no service failure was identified, practical steps to resolve or reduce the impact of the problem where possible, a gesture of goodwill at our discretion and where appropriate, a proposal regarding compensation, in line with our terms and conditions and any applicable legal obligations.

Any settlement or remedy will take into account the service booked, the information provided to us at the time, the limitations set out in our terms and conditions and supporting evidence supplied by you or our staff.

8. If you are not satisfied with our response

If you are unhappy with the outcome of your complaint, you may request that it be reviewed. You should explain why you disagree with our decision or how you believe it is incomplete or inaccurate and provide any additional information you feel is relevant.

We will review your concerns again, considering any new evidence, and provide a further response. This second review will normally be our final position. If you still remain dissatisfied after this stage, you may seek independent advice about your rights and options.

9. Confidentiality and data protection

All complaints are handled with appropriate confidentiality. Information you provide will be used only for the purposes of investigating and resolving your complaint, improving our services and meeting any legal or regulatory obligations. Personal data will be handled in line with our privacy practices and applicable data protection law.

10. Continuous improvement

Man with Van Stanmore uses the information from complaints to identify areas where our removal and man and van services can be improved. We regularly review complaint trends, staff training needs and operational procedures to reduce the risk of similar issues arising in the future. By raising your concerns, you help us to maintain and enhance service standards for all customers.

This Complaints Procedure is reviewed periodically and may be updated to reflect changes in our services, internal processes or legal requirements. The version in force at the time we receive your complaint will apply to its handling.