Complaints Procedure for Man With a Van Queensbury

Man With a Van Queensbury is committed to providing a reliable, professional and courteous man and van and removal service. However, we recognise that sometimes things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage of the process.

Our Commitment to You

We aim to handle all complaints fairly, consistently and as quickly as reasonably possible. We will treat every complaint seriously, investigate thoroughly, and use the outcome to improve our services. You will not be charged for making a complaint and raising a concern will not affect any ongoing or future work we carry out for you.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, handling of your belongings, punctuality, communication or charges, where you would like a response or resolution. This includes concerns about local or long-distance removals, man and van services, single-item moves, house moves, or small business relocations that we undertake.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints help us keep a clear record, so where possible we encourage you to set out your concerns in writing and provide as much detail as you can. Please include your full name, the service date, collection and delivery locations, a clear description of what went wrong, and what outcome you are seeking. If you make a verbal complaint, we will write down the key points discussed so that we have an accurate record.

When to Complain

It is best to raise your complaint as soon as possible after the issue occurs. This allows us to investigate while events are still fresh and any evidence, such as job notes or photographs, is more readily available. Complaints about loss or damage to items should be raised as soon as you become aware of the issue, ideally within a short time of the delivery being completed.

Stage One: Informal Resolution

Many concerns can be resolved quickly by speaking directly with the team member present on the day or the person who arranged your booking. At this first stage we will:

Listen carefully to your concerns, ask any questions needed to understand the issue, and review any relevant details of your removal or man and van service. We will try to offer a practical solution or explanation immediately, or within a short agreed timescale if further checking is needed. If you are satisfied with the proposed outcome, the matter will be closed and recorded for our internal review.

Stage Two: Formal Complaint

If your concern cannot be resolved informally, or you are unhappy with the initial response, you may make a formal complaint. When we receive a formal complaint, we will acknowledge it in writing within a reasonable period. We will confirm that we have received your complaint, identify the person responsible for handling it, and give you an expected timescale for our full response.

The complaint will then be investigated by a senior member of our team who was not directly involved in the original job wherever possible. They may contact you to clarify details, ask for further information, or request photographs or other evidence related to your moving or transport service.

Our Investigation and Response

During the investigation we will review booking records, job sheets, route details, timing information, and any communication between you and our staff. We may also speak to the crew involved and examine any notes taken during the job or following your initial contact.

Once the investigation is complete, we will send you a written response setting out the findings. This will explain whether your complaint is upheld in full, upheld in part, or not upheld, and the reasons for that decision. Where appropriate, we will also outline any proposed remedies, which may include an explanation, an apology, corrective action for future jobs, or where relevant and appropriate, a financial or practical remedy in line with our terms and conditions.

Timeframes

We aim to provide a full response to formal complaints within a reasonable period from the date of acknowledgement. If we are unable to respond fully within that time, for example because we are waiting on additional information, we will update you and provide a revised timeframe. We will keep delays to a minimum and keep you informed throughout.

Escalation

If you remain dissatisfied after receiving our formal response, you may ask for your complaint to be reviewed again by a more senior person, where this is possible within our company structure. At this stage we will review how the complaint was handled, whether the investigation was fair and thorough, and whether the outcome remains appropriate in light of the evidence. We will then provide you with a final position statement.

Complaints About Loss or Damage

For complaints relating to damage to property or belongings, or loss of items during a move, we may ask you to provide photographs, proof of value or purchase, and a clear description of the damage or loss. Our handling of such complaints will also be guided by our terms and conditions and any limitations of liability that apply. We recommend that you read those terms alongside this complaints procedure, especially for larger home removals and multi-vehicle moves.

Using Complaints to Improve Our Service

Every complaint we receive is recorded and reviewed to help us improve how we operate our man and van and removal services. We may use the information to provide further training to staff, update our policies, refine our booking process, improve communication, or make changes to how we plan and carry out moves. By raising concerns, you are helping us maintain and improve standards for all customers.

Confidentiality and Data Protection

All complaints will be handled in line with our privacy and data protection obligations. The details of your complaint will be shared only with those who need to know in order to investigate and respond. Records of complaints are kept securely and retained for an appropriate period for monitoring and audit purposes.

Accessibility

If you have any specific needs that make it difficult for you to raise a complaint in writing or verbally in the usual way, please let us know and we will do our best to provide a suitable alternative method. Our aim is that any customer who uses our removal or man and van services is able to raise concerns and receive a fair and timely response.