Complaints Procedure

Complaints Procedure for Man with Van Locksbottom

Man with Van Locksbottom is committed to providing a reliable and professional removal service. We recognise that occasionally things can go wrong, and when they do, we want to put them right quickly and fairly. This Complaints Procedure explains how you can raise a concern with us, how we will handle your complaint, and the steps we will take towards a fair resolution.

Purpose and Scope of This Procedure

This procedure applies to all domestic and small business customers who use our man and van and removal services. It covers concerns related to bookings, punctuality, conduct of staff, handling and transport of items, charges, and any other aspect of our services. We treat all complaints seriously and use them to improve our removal operations and customer experience.

What We Consider a Complaint

A complaint is any expression of dissatisfaction about our services where you would like a response. This includes, for example:

Delays in collection or delivery of your items.

Concerns about the care taken with your belongings.

Disagreement about quoted or final charges.

Conduct, attitude, or behaviour of our team members.

Any aspect of communication before, during, or after your move.

You do not need to use the word complaint for us to treat your concern as one. If you tell us you are unhappy and you want us to respond, we will follow this procedure.

How to Raise a Complaint

We encourage you to raise any issue as soon as possible. Prompt notification helps us investigate effectively and resolve matters quickly. You can make a complaint verbally or in writing.

When raising a complaint, please provide the following information where possible:

Your full name and the address where the service was provided.

The date of your move and any booking reference you may have.

A clear description of what went wrong or why you are dissatisfied.

Details of any losses or damage you believe occurred.

What outcome you are seeking, such as an explanation, apology, corrective action, or consideration of a refund or compensation.

Providing clear and detailed information helps us to investigate your concerns thoroughly and efficiently.

Initial Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it within a reasonable time. Where your complaint is made during or immediately after a move, we will usually try to discuss it with you straight away to see if it can be resolved informally on the spot.

If the issue cannot be resolved immediately, or if you raise your complaint at a later stage, we will confirm that your complaint has been logged and let you know the next steps in the process.

Investigation and Assessment

Your complaint will be reviewed by a person with appropriate responsibility within Man with Van Locksbottom. They may:

Check booking details, job sheets, and any relevant records.

Speak with the driver or removal team members involved.

Review any photos, notes, or other supporting evidence provided.

Consider our terms and conditions and any relevant policies.

We aim to complete our investigation and provide a full response within a reasonable period. If the matter is complex and we need more time, we will inform you and explain why an extended timeframe is required.

Our Response and Possible Outcomes

After investigating your complaint, we will provide a clear explanation of our findings and the reasons for our decision. Where appropriate, our response may include one or more of the following outcomes:

A written or verbal apology.

A practical solution, such as a corrective visit or collection.

A review of charges and possible adjustment where justified.

Consideration of compensation for proven loss or damage, subject to our terms and conditions.

Steps we will take internally to reduce the likelihood of the issue recurring.

We are committed to being fair and proportionate, taking into account the circumstances of each case and our contractual responsibilities.

If You Are Not Satisfied With the Outcome

If you are unhappy with our initial decision, you may ask for your complaint to be reviewed. In doing so, please explain why you disagree with the outcome and whether there is any additional information or evidence you would like us to consider.

A review will normally be carried out by a person who was not directly involved in the original handling of your complaint, wherever possible. After the review, we will confirm our final position and the reasons for it.

Time Limits for Complaints

To ensure that we can investigate matters effectively, we ask that you raise any complaint as soon as possible and, in any event, within a reasonable time after the service was provided. Complaints about loss or damage to items are best raised within a short period of the move, so that evidence can be gathered and assessed accurately.

Confidentiality and Data Protection

All complaints will be handled with appropriate confidentiality. Information will be shared only with those who need it to investigate and respond to your concerns or to meet our legal obligations. We handle personal data in line with applicable data protection requirements.

Using Complaints to Improve Our Service

We view complaints as an important opportunity to learn and improve our removal services. We monitor the types of complaints we receive, look for trends or recurring issues, and review our practices, staff training, and customer information to help prevent similar problems in the future.

Review of This Complaints Procedure

Man with Van Locksbottom may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements, or best practice in handling customer concerns. The version in place at the time you raise your complaint will apply to your case.

If you have any concerns about our services, we encourage you to contact us so that we can understand the issue and work with you towards a fair resolution.