Complaints Procedure For Movers And Man With Van Services

This complaints procedure explains how we handle concerns and complaints about our moving and man with van services. Our goal is to resolve any issues promptly, fairly, and transparently so that every customer can have confidence in the quality of our local and regional removals.

Our Commitment To You

We aim to provide a reliable, professional and friendly removal service for homes, flats, offices and small moves. If something goes wrong, we want to know about it and put it right where possible. All complaints are taken seriously and are used to improve our moving and man with van services across our operating area.

What Counts As A Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not. This can include issues such as:

Delays in arrival or delivery on moving day
Concerns about how items were handled, loaded or unloaded
Damage or loss of goods during a move
Conduct, attitude or behaviour of our movers or drivers
Disagreement about charges, quotations or final invoices
Problems with booking, communication or administration

You do not have to use any special language to make a complaint. If you tell us you are unhappy and want us to respond, we will treat it as a complaint.

How To Make A Complaint

You can make a complaint in writing or verbally. Written complaints are generally easier for us to investigate thoroughly, but we will record and respond to complaints made in any way.

When making a complaint, please provide as much detail as possible, including:

Your full name
The address where the move took place and the delivery address
The date and approximate time of the move
A clear description of what went wrong
Any relevant photographs, inventories or notes
Details of any conversations you have already had with our team about the issue

Providing clear information helps us investigate quickly and reach a fair outcome.

Initial Response And Acknowledgement

We will acknowledge your complaint as soon as reasonably possible. For written complaints, we aim to confirm receipt within a few working days. If your complaint is made verbally, we will confirm that it has been logged and explain the next steps.

We will then begin our investigation, which may involve:

Reviewing your booking and job notes
Speaking with the driver and movers involved
Checking photographs or delivery records
Reviewing any relevant terms and conditions

Investigation And Timeframes

We aim to provide a full response to most complaints within 14 days. If your complaint involves complex issues, extensive damage assessment or the need for additional evidence, the investigation may take longer. In that case, we will keep you updated on progress and let you know when you can expect a final response.

During our investigation, we may contact you to request further information or clarification. Responding promptly to these requests will help us reach a resolution more quickly.

Our Decision And Possible Outcomes

Once we have completed our investigation, we will provide you with a clear written outcome. Where appropriate, this may include one or more of the following:

An explanation of what went wrong and why
A sincere apology
Steps we have taken to correct the problem
Details of any service improvements or staff training
Where applicable and appropriate, an offer of compensation or partial refund, in line with our terms and conditions and any applicable insurance cover

Any offer will be based on the evidence available, the scope of the service you booked, and the terms agreed when you arranged your move.

Damage And Loss Of Goods

If your complaint relates to damage or loss of items during a move, we may request photographs, purchase information or other evidence to support your claim. We strongly recommend that valuables and important documents are carried personally where possible. The way items were packed, the condition before the move, and any pre-existing damage may also be taken into account.

Our liability for loss or damage is always subject to the terms and conditions of our removal and man with van services. These explain what is and is not covered, any limits on liability, and how claims must be reported.

Escalating Your Complaint

If you are unhappy with the outcome of our investigation, you may ask for your complaint to be reviewed by a senior member of our team who was not involved in the initial decision. They will review all available information, including your comments, and provide a final internal response.

We aim to complete this review within a reasonable timeframe. The review may confirm the original decision, vary it, or propose an alternative resolution.

Using This Procedure

This complaints procedure applies to all customers using our moving and man with van services across our service area, including home removals, flat moves, small office relocations and local delivery jobs. It is designed to be fair, accessible and easy to understand, regardless of the size of your move.

By raising concerns promptly and providing clear information, you help us maintain and improve standards for all customers using our removal services.

Continuous Improvement

We review complaints regularly to identify patterns and areas for improvement, such as packing practices, route planning, staff training and communication. Feedback from customers is an important part of how we maintain a reliable and professional moving service.

We appreciate the opportunity to resolve issues directly with you and to use your experience to make our man with van and removal services better for everyone.