Complaints Procedure

Complaints Procedure for Man with Van Nags Head

This Complaints Procedure explains how to raise a concern or complaint about the services provided by Man with Van Nags Head and how we will respond. It applies to all customers using our removal, man and van, and related transport services.

Our Commitment to Customers

We aim to provide a reliable, careful and professional removal service. However, we recognise that things can occasionally go wrong. When this happens, we want to know about it so we can put matters right where possible and improve our service for the future.

All complaints are taken seriously, recorded securely and handled in a fair, consistent and timely manner.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether reasonable or not, which requires a response. This may relate to:

Service quality, including punctuality, conduct of staff, care taken with belongings, loading or unloading.

Damage to property or possessions allegedly caused during a move or while items were in our care.

Pricing or charges, including concerns about quotes, invoices, or additional costs.

Communication issues, such as lack of updates, unclear information, or misunderstandings about what was agreed.

Any other aspect of our removal or man and van services that you are unhappy about.

How to Raise a Complaint

You can raise a complaint verbally or in writing. To help us deal with your complaint efficiently, please provide as much relevant detail as possible, including:

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

The date and approximate time of the service.

A clear description of what went wrong and how it has affected you.

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

Photos or other supporting evidence, if your complaint relates to loss or damage.

You may raise a complaint on the day of the move or afterwards. We encourage you to contact us as soon as possible so that we can investigate while details are still clear.

Time Limits for Making a Complaint

We recommend reporting service concerns as soon as you become aware of them. For loss or damage to belongings, you should notify us as quickly as possible after discovering the issue so that we can investigate effectively.

Delays in reporting may affect our ability to verify what happened or consider any potential resolution, especially where evidence may no longer be available.

How We Will Handle Your Complaint

We aim to deal with all complaints fairly, respectfully and promptly. Our usual process is:

Acknowledgement: We will acknowledge your complaint as soon as reasonably practicable. If you raise the issue during or immediately after the move, we will normally acknowledge it straight away.

Initial review: We will review the information you have provided and may ask you for further details or evidence to help us understand the issue fully.

Investigation: We will investigate what has happened. This may include speaking to staff who carried out the work, checking job records and reviewing any photos or documents.

Response: Once our investigation is complete, we will let you know the outcome and our proposed next steps. Where appropriate, we will explain any factors that limited what we could do.

We aim to provide a final response within a reasonable timeframe. If we expect a delay, we will try to keep you informed.

Possible Outcomes and Resolutions

Depending on the nature of the complaint and the outcome of our investigation, possible resolutions may include:

An explanation of what happened and why.

An apology where service has fallen below our usual standards.

Corrective action, such as improving internal procedures, retraining staff or updating how we plan and manage moves.

Consideration of goodwill gestures, where appropriate and at our discretion.

Where there is a claim for damage or loss, we will assess it in line with our terms and conditions and any applicable limitations or exclusions. Any settlement will be subject to those terms and to evidence supplied.

Your Responsibilities When Making a Complaint

To help us handle your complaint fairly and efficiently, we ask that you:

Provide accurate and complete information about the issue.

Cooperate with any reasonable requests for further details or evidence.

Communicate with our team in a respectful way, even if you are upset or frustrated.

Do not make false or misleading statements about our services or staff.

Appealing or Escalating a Complaint

If you are unhappy with our response, you may ask for the complaint to be reviewed again by a senior member of our team, where available. Please explain why you believe the outcome is not fair or satisfactory and provide any new information you would like us to consider.

Following this review, we will confirm our final position on the matter.

Continuous Improvement

We value all feedback and complaints as an opportunity to improve our removal and man and van services. We regularly review complaints received to identify trends, training needs or changes that may be needed to prevent similar issues in the future.

By following this Complaints Procedure, we aim to resolve individual concerns fairly while strengthening the quality and reliability of our services for all customers.