Complaints Procedure

Man with Van Bellingham Complaints Procedure

Man with Van Bellingham is committed to providing reliable, professional and courteous moving and removal services. We understand that, despite our best efforts, there may be occasions when you feel that the service you received did not meet your expectations. This Complaints Procedure explains how you can raise a concern, how we will handle it, and the timescales you can expect for our response.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for customers who wish to complain about any aspect of our man and van or removal services. We use all feedback, including complaints, to improve the quality, safety and reliability of our work. We treat every complaint seriously, handle it confidentially, and aim to resolve issues as quickly as possible.

What This Procedure Covers

This Complaints Procedure applies to all domestic and business customers who have used Man with Van Bellingham for transport, loading and unloading, packing assistance, or related removal services. You may use this procedure to complain about issues such as punctuality, quality of service, handling of belongings, conduct of staff, communication, or billing and charges.

This procedure does not cover general enquiries, requests for quotes, or routine service questions. Those should be raised through our normal customer contact channels.

Raising a Complaint

You should raise your complaint as soon as possible after the issue occurs, so that we can investigate while details are still clear. Please provide as much information as you can, including:

The date of your move or service, the address where the service took place, a description of what went wrong, details of any damage or losses, and what you would consider to be a fair resolution.

You may raise your complaint in writing or verbally. If you initially complain verbally, we may ask you to confirm the main points in writing so that we can keep an accurate record.

Information We May Request

To investigate your complaint properly, we may ask you for additional details or evidence. This can include photographs of any alleged damage, copies of invoices, booking confirmations, or any messages exchanged about the move. Providing this information promptly will help us to reach a clear and fair conclusion.

How We Will Handle Your Complaint

We follow a staged approach to ensure your complaint is dealt with consistently and transparently.

Stage 1: Initial Review

Once we receive your complaint, we will acknowledge it within a reasonable time. During this stage, a member of our team will review your concerns, check any relevant booking details, and, if necessary, speak to the staff members involved in your move. We aim to provide an initial response within a set number of working days from acknowledgment, either with a full answer or an update explaining when a full response will follow.

Stage 2: Detailed Investigation

If the issue is complex or cannot be resolved at Stage 1, we will carry out a more detailed investigation. This may involve reviewing job logs, route and timing information, condition reports for items, and any internal notes related to your booking. We may contact you to clarify specific points or to request further evidence. At the end of this stage, we will provide you with our findings, our decision, and, where appropriate, any offer of remedial action.

Stage 3: Escalation

If you are not satisfied with the outcome of the detailed investigation, you may ask for your complaint to be escalated. At this stage, your complaint will be reviewed by a more senior member of our team who was not directly involved in the original service or in the Stage 2 assessment. They will consider all available information, including any new points you raise, and will provide a final written decision.

Possible Outcomes and Remedies

Our priority is to treat you fairly and to respond proportionately to the issues identified. Depending on the circumstances, possible outcomes may include an explanation or apology, a correction to our records, a goodwill gesture, a partial or full refund of charges, or, where practical, a repeat or corrective service. Remedies are considered on a case by case basis, taking account of the nature of the complaint and any evidence available.

Time Limits for Making a Complaint

We recommend that complaints are raised within a reasonable period following the date of the move or service. Delays in reporting may affect our ability to investigate, particularly in relation to condition of items or access arrangements. While we will always try to assist, we may not be able to fully investigate complaints made a long time after the event.

Your Responsibilities

To help us deal with your complaint efficiently, we ask that you:

Provide accurate and complete information; respond promptly to any requests for further details; keep any evidence, such as photographs, invoices or packaging; and communicate with our team courteously and constructively. Aggressive, abusive or threatening behaviour towards our staff will not be tolerated and may result in us limiting or ceasing communication.

Confidentiality and Data Protection

All complaints are handled in confidence and shared only with those who need to know in order to investigate and respond. Any personal data you provide in connection with a complaint will be processed in line with our data protection responsibilities and used solely for managing your complaint and improving our services.

Continuous Improvement

We review complaints regularly to identify patterns, training needs and opportunities to improve our man and van and removal services. Issues raised by customers help us refine our procedures, enhance staff training, and strengthen the way we protect your belongings and manage your move.

Updates to This Complaints Procedure

Man with Van Bellingham may update this Complaints Procedure from time to time to reflect changes in our services, internal processes, or applicable regulations. The version published on our official materials will always be the most current and will apply to all complaints raised after the date of publication.