Complaints Procedure

Complaints Procedure for Man With a Van White City

Man With a Van White City is committed to delivering reliable, professional and courteous removals and man and van services. 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 the steps we will take to put matters right wherever possible.

Purpose of This Complaints Procedure

The aim of this procedure is to provide a clear and fair process for customers who are dissatisfied with any aspect of our service. It applies to all services we provide, including local moves, part-loads, single-item transport, and other related removal services. We use feedback and complaints to improve our standards and training, and to help prevent similar issues in the future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, communication, charges, or the way a previous complaint has been handled. Examples include:

Concerns about the conduct, attitude or punctuality of our team members.

Issues with the handling, loading, unloading or transport of your belongings.

Disagreement with the service provided compared with what was quoted or agreed.

Concerns about damage, loss, delays or cancellations related to your move.

Any situation where you feel that we have not met the level of service you reasonably expected from a professional moving company.

How to Make a Complaint

You can raise a complaint using the following steps. Please provide as much relevant information as you can so we can investigate your concerns properly.

Step 1: Raise the Issue Informally

Where possible, we encourage you to raise any concern informally with the team member in charge on the day of the move. Many issues can be resolved quickly on site, such as clarifying what has been agreed, adjusting the work plan, or addressing minor service issues before they develop into larger problems.

Step 2: Submit a Formal Complaint

If your concern is not resolved informally, or if you prefer not to raise it on the day, you can submit a formal complaint. When doing so, please clearly mark it as a Complaint and include:

Your full name and the address where the service took place.

The date of your booking and the date the service was carried out.

A clear description of what went wrong and when it occurred.

Details of any discussions you have already had with our team.

Any evidence you wish to share, such as photos, inventories, or written notes.

What outcome you are seeking, for example an explanation, an apology, or a review of charges.

Please send your complaint to us using your usual method of written communication with our company, such as the contact form used for your booking or the channel previously used for written correspondence.

Time Limits for Making a Complaint

We ask that you submit your complaint as soon as possible after the issue arises. This allows us to access accurate information, speak to the staff involved while events are still fresh, and review any documentation relating to your move. As a general guide, complaints should be made within 14 days of the service date, particularly where damage or loss is alleged.

How We Will Handle Your Complaint

Acknowledgement

Once we receive your formal complaint, we will acknowledge it in writing within a reasonable period. The acknowledgement will confirm that we have received your concerns and that we are starting our investigation.

Investigation

We will investigate your complaint fairly and objectively. This may involve:

Reviewing your booking details, quote, and any agreed changes to the service.

Checking job sheets, inventories and any photographs taken by our team.

Speaking to the staff members involved in your move.

Reviewing any messages or written communication between you and our company.

Considering relevant company policies, including health and safety and handling procedures.

Response

After we have completed our investigation, we will send you a written response explaining:

Our understanding of your complaint and the issues you have raised.

The steps we took to investigate and the information we considered.

Our findings and, where appropriate, whether we believe the complaint is upheld in full, upheld in part, or not upheld.

Any actions we propose to resolve the matter, which may include an apology, clarification, service improvements, or other remedies where appropriate.

We aim to provide a full response within a reasonable timeframe. If the investigation is likely to take longer, we will update you and explain the reason for the delay.

Possible Outcomes and Remedies

Where we identify that our service has fallen below our expected standards, we will look at appropriate ways to put matters right, taking account of the circumstances of your move and any applicable terms and conditions. Remedies may include:

A clear explanation of what happened and why.

A written apology from the company.

Corrective action on future bookings, staff training or process changes.

A review of any charges raised, where this is appropriate and supported by evidence.

Any remedy will be based on the findings of our investigation, our service terms, and any relevant limitations or exclusions already provided to you at the time of booking.

If You Remain Dissatisfied

If you are not satisfied with our final response, you may request that we review the complaint again, highlighting any evidence or points you believe have not been fully considered. While we cannot guarantee that our decision will change, we will reassess the information you provide and confirm our final position in writing.

Our Commitment to Service Improvement

All complaints, whether upheld or not, are recorded and reviewed periodically. We look for patterns and recurring themes so we can improve our planning, packing, loading, driving, customer communication and aftercare processes. Our goal is to provide a dependable man and van and removals service for customers in our operating area, and your feedback plays an important role in helping us achieve that standard.

By using this Complaints Procedure, you are helping us to understand what matters most to you and how we can continually enhance the moving experience we provide.