Man Van Complaints Procedure

Man Van is committed to delivering a reliable and professional removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it and put it right. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.

Our commitment to handling complaints

We treat all complaints seriously and use them to improve our moving and transport services. Our aims are to:

Listen carefully to what has gone wrong from your perspective and understand the full circumstances.

Deal with your complaint promptly, fairly, and consistently.

Offer an explanation, an apology where appropriate, and a suitable remedy.

Learn from complaints to prevent similar issues arising in future moves.

What counts as a complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of our services. This may include, but is not limited to:

Issues with booking, scheduling, or communication about your removal.

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

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

Damage, loss, or delays connected to your house move, office relocation, or item collection and delivery.

Disagreement about charges, invoices, or the services provided on the day.

How to make a complaint

You can raise a complaint through any standard contact method you normally use with Man Van. Please provide the following information to help us investigate effectively:

Your full name and the address linked to the booking.

The date of your move or transport job, and any reference number if you have one.

A clear description of what happened, including key dates and times.

Details of any conversations you have already had with our team about the issue.

Photographs, inventories, or other supporting information relating to damaged or missing items, if relevant.

What outcome you are seeking, such as clarification, a detailed explanation, or compensation where appropriate.

Timeframes for raising complaints

We recommend that you raise any complaint as soon as possible after the event so that details can be accurately recalled and evidence is easier to review. For issues involving potential damage, loss, or delay, please notify us as quickly as you reasonably can, ideally within a few days of your move or delivery being completed.

Our complaints handling stages

We use a clear, step by step process to ensure your complaint is handled thoroughly and transparently.

Stage 1: Acknowledgement

Once you have submitted your complaint, we will acknowledge receipt within a reasonable timeframe. At this stage we may ask for any further information that is needed to fully understand the situation, such as additional photographs or item descriptions.

Stage 2: Investigation

A member of our management or customer care team will review your complaint in detail. This may involve:

Checking booking records, job sheets, and driver or porter notes.

Reviewing any photographs, inventories, or delivery documents.

Speaking with the staff members who were involved in your move or collection.

Comparing your account with our service terms and any relevant policies.

We will aim to complete this investigation within a reasonable period, depending on the complexity of the issue and the amount of information to review.

Stage 3: Response and outcome

When our investigation is complete, we will provide you with a clear, written response. This will normally include:

A summary of your complaint and the key issues you raised.

An explanation of the steps we took to investigate.

Our findings and the reasons for our decision.

Details of any proposed remedy, such as a practical solution, a goodwill gesture, or other appropriate redress.

If we believe that we are not at fault, we will explain our reasoning in full and refer to any relevant evidence.

If you are unhappy with the outcome

If you do not agree with the outcome at the end of Stage 3, you may ask for your complaint to be reviewed again. In that case, your complaint will be reconsidered by a senior member of our team who was not directly involved in the original decision, wherever possible.

They will review the file, the evidence, and the reasoning used in the original response. Following this review, we will provide you with a final written decision. This decision will represent our final internal position on the matter.

Compensation and limits

Any compensation or remedy offered will be assessed in line with our service terms and the specific circumstances of your move. Factors that may be considered include:

The nature and extent of any proven loss or damage.

Whether appropriate packing, protection, and preparation were in place.

Any limits or exclusions set out in our agreed terms at the time of booking.

Any steps you took to reduce or mitigate the loss.

We are not able to offer compensation in every case, but we will always explain clearly how we have reached our decision.

Using complaints to improve our services

Every complaint received is logged and reviewed. We regularly analyse complaint patterns to identify areas where we can improve how we plan moves, handle property, communicate with customers, and train our teams. This may lead to adjustments in procedures, additional staff training, or changes to how we manage bookings and schedules.

Confidentiality and data protection

All complaints are handled with discretion. Information you provide is kept secure and used only for the purpose of investigating and responding to your complaint, and for improving our services. We will only share your details internally with staff who need access to resolve the issue.

Accessibility and support

We aim to make our complaints process as accessible as possible. If you require assistance in setting out your complaint or need information communicated in a different way, please let us know when you contact us, and we will do our best to accommodate your needs.

We value your feedback and appreciate the time you take to help us understand what went wrong and how we can serve you better in future moves and transport services.