Complaints Procedure

Complaints Procedure for Man with Van St Johns

This Complaints Procedure explains how customers of Man with Van St Johns can raise concerns about our man and van and removal services, and how we will manage and resolve those complaints. Our aim is to handle all issues fairly, promptly and transparently so that you have confidence when choosing our services for moving, collection, and delivery.

Our Commitment to Customers

Man with Van St Johns is committed to providing a reliable and professional moving service. However, we recognise that on occasion things may not go as planned. When this happens, we want to hear from you. Complaints are an opportunity for us to put things right and to improve our services for future customers.

All complaints are treated seriously, whether they relate to conduct, timekeeping, handling of goods, communication, charges, or any other aspect of our service. We will always aim to be courteous, objective and fair in our responses.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you are seeking a response or resolution. This may include, for example:

Concerns about the standard of packing, loading, unloading or transport of your belongings.

Issues with arrival times, delays, or missed appointments for your move or collection.

Disputes about agreed prices, additional charges or the information given in quotes.

Concerns about the conduct, behaviour or attitude of our drivers, movers or representatives.

Any situation where you believe we have not met the service we described or expected for a removal or man and van booking.

How to Make a Complaint

You can raise a complaint verbally or in writing. We encourage you to contact us as soon as possible after the issue arises, so we can investigate promptly while details are fresh and any supporting information is still available.

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

Your full name and the address where the service was carried out.

The date and approximate time of the service or incident.

Any booking reference or written quotation reference you may have.

A clear description of what went wrong and what outcome you are seeking.

Any supporting details, such as photographs, item lists, or written notes that help explain the issue.

You may raise an issue informally with a member of our team at the time of your move or shortly afterwards. If your concern is not resolved to your satisfaction, or if you prefer not to raise it informally, you may make a formal complaint in writing.

Timescales for Making a Complaint

To allow for effective investigation, we ask that you submit your complaint within a reasonable period after the service has been completed. For concerns relating to damage or loss of items, we strongly recommend that you contact us as soon as you become aware of the issue and within any time limits set out in your terms and conditions or insurance documents.

How We Will Handle Your Complaint

Once we receive your complaint, we will follow the steps below.

Acknowledgement

We will acknowledge your complaint as soon as reasonably possible. This acknowledgement will confirm that we have received your concerns and will outline the next steps in the process.

Investigation

We will review the details of your complaint thoroughly. This may include checking booking records, job sheets, inventory lists, photographs, driver notes, and any correspondence between you and our team. Where appropriate, we may contact you to request further information or clarification.

We will also speak to any staff members involved in your move to obtain a full picture of what happened. All investigations are carried out impartially.

Response

After completing our investigation, we will provide you with a clear response. This will normally include:

A summary of your complaint as we understand it.

Details of the investigation we have carried out.

Our findings and whether we uphold your complaint in full, in part, or not at all.

Any steps we propose to resolve the matter, which may include an apology, an explanation, corrective action, or in some circumstances a financial remedy in line with our terms and conditions and relevant insurance cover.

We will aim to provide a full written response within a reasonable time frame. If we cannot respond fully within that period, we will let you know the reason for the delay and when you can expect a final response.

Resolution and Next Steps

Our goal is to reach a fair resolution that reflects the circumstances of your complaint and the level of service you reasonably expected. If you accept our proposed resolution, we will implement the agreed actions and consider your complaint closed.

If you do not agree with our final response, you may request that your complaint be reviewed again within our company by a more senior member of staff who was not directly involved in the original decision, where this is possible in our organisational structure.

Recording and Using Complaint Information

We record and monitor all formal complaints to identify patterns, recurring issues and opportunities to improve our removal and man and van services. Information from complaints may be used to:

Review staff training and supervision.

Improve communication about our pricing, time estimates and service descriptions.

Refine processes for booking, loading, transport and delivery.

Enhance customer information provided before, during and after a move.

We aim to handle all personal information in line with applicable data protection principles and only retain complaint records for as long as necessary for legal, regulatory and operational purposes.

Fairness and Non Retaliation

You will not be treated unfavourably for making a complaint in good faith. We view feedback, including negative feedback, as an important part of improving our services. Our staff are expected to remain professional, respectful and constructive at all times when dealing with complaints.

Review of this Complaints Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, effective and appropriate for the services we provide. Man with Van St Johns reserves the right to amend this procedure when necessary. Any updated version will apply to complaints raised after the date of publication of the revised procedure.

If you have concerns about any aspect of our man and van or removal services, we encourage you to raise them using this procedure so that we have the opportunity to respond and, where needed, put things right.