Complaints Procedure for Man with Van Shadwell

Man with Van Shadwell is committed to providing a reliable, professional and courteous removals and man and van service. We recognise that, on occasion, things can go wrong. When this happens, we want to hear from you so that we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a fair, transparent and timely process for handling complaints from customers who have used our removal or man and van services. It applies to all aspects of our service, including enquiries, bookings, collection and delivery of goods, conduct of staff, and handling of personal belongings.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not, that requires a response. This can include:

Issues with the standard of the removal or man and van service provided.

Concerns about the behaviour, attitude or professionalism of our team members.

Disputes about charges, quotes, invoicing or payment.

Damage to property or belongings allegedly caused during a move.

Delays, missed time slots or other service delivery issues.

Any other matter where you feel we have failed to meet our obligations or your reasonable expectations.

How to Make a Complaint

You can make a complaint in writing. Written complaints help us to understand the issue clearly and to keep an accurate record of what has happened and how it has been resolved. When submitting your complaint, please provide:

Your full name and the name under which the booking was made.

The date and location of the move or service.

A clear description of the issue, including relevant dates, times and details.

Any supporting information, such as photos or inventory notes, if relevant.

What outcome you are seeking, if you have a preferred resolution.

Timescales for Submitting a Complaint

To allow us to investigate effectively, we ask that you raise your complaint as soon as possible after the issue occurs. Ideally, complaints relating to service quality or conduct should be raised within 14 days of the service date. Complaints relating to loss or damage should be raised as soon as you become aware of the problem. Prompt notification helps us to review records, speak to team members involved, and obtain all relevant information.

How We Will Handle Your Complaint

On receiving your complaint, we will log it in our internal system and begin an investigation. Our process typically involves:

Reviewing your complaint and any supporting information you have provided.

Checking booking details, job notes and any relevant documentation.

Speaking with the staff members involved in the job.

Assessing what happened and considering whether our service fell short of our standards.

Acknowledgement and Response Times

We will acknowledge your complaint in writing as soon as reasonably possible. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps. We aim to provide a full written response within 14 working days of receiving your complaint. If, for any reason, we need longer to complete our investigation, we will let you know and provide an updated timescale.

Possible Outcomes and Resolutions

After we have completed our investigation, we will write to you with our findings and any proposed resolution. Depending on the nature and circumstances of the complaint, outcomes may include:

An explanation of what happened and why.

An apology, where we accept that our service fell below our standards.

Practical steps to put things right, where this is possible and appropriate.

A review of internal procedures or staff training to reduce the risk of recurrence.

In cases involving damage or loss, consideration of any remedies available under our terms and conditions, and any applicable limitations or exclusions.

If You Are Not Satisfied with Our Response

If you are unhappy with the outcome of your complaint or feel that your concerns have not been fully addressed, you can request a further review. In your request, please explain why you are dissatisfied with the initial response and what, in your view, has not been properly considered. A more senior member of our team will then review the complaint, the investigation carried out and the decision made. We will provide a final written response once this review is complete.

Our Commitment to Fairness and Respect

We treat all complaints seriously and handle them with respect, confidentiality and impartiality. We ask that customers who raise complaints communicate with our staff in a courteous and constructive manner. We will not tolerate abusive, threatening or discriminatory language or behaviour towards our team. In extreme cases, we may decline to engage further if communication becomes unreasonable or aggressive, but this will not affect your rights in relation to the service already provided.

Using Complaints to Improve Our Service

We view feedback and complaints as an important opportunity to learn and improve. We regularly review the complaints we receive to identify patterns or recurring issues. Where appropriate, we may update our procedures, provide additional staff training or adjust our approach to bookings and moves. Our goal is to provide a smooth, safe and efficient man and van service across our operating areas, and your feedback helps us to achieve that.

Record Keeping and Data Protection

We keep records of complaints, correspondence and outcomes in line with our internal policies and applicable data protection requirements. Information is stored securely and only accessed by staff who need it to handle your complaint or improve our service. We do not share complaint information with third parties except where required by law or where necessary to protect our rights or those of our customers or staff.

Review of This Complaints Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our services, legal requirements or best practice in the removals and transport sector. The version published on our website will always be the most current.

If you have any questions about this complaints procedure or how it applies to your situation, you can contact us in writing for clarification before or after using our services.