Complaints Procedure

Complaints Procedure for Man with Van Alperton

This complaints procedure explains how customers of Man with Van Alperton can raise concerns about our removal and transport services, and how those concerns will be handled. Our aim is to provide a clear, fair, and timely process that gives you confidence that any problem will be taken seriously and resolved wherever possible.

Our Commitment to Resolving Complaints

We are committed to delivering reliable and professional man and van services for local moves, house clearances, office relocations, and general transport. If we fall short of your expectations, we want to know. Every complaint is an opportunity for us to put things right and improve the quality and consistency of our work.

We will always aim to:

Listen carefully to your concerns, taking full details of the issue you experienced.

Investigate complaints thoroughly and objectively.

Respond within reasonable and clearly explained timeframes.

Offer an appropriate explanation, apology where due, and, where appropriate, a practical solution.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you would like a response or resolution. This may include issues such as:

Delays in collection or delivery of your items.

Concerns about the handling, loading, or unloading of your belongings.

Damage or loss of items during a move or transport service.

Disagreement over quotes, charges, or payments.

Concerns about the behaviour, attitude, or conduct of staff or drivers.

Any other aspect of our man and van or removal services that did not meet your expectations.

How to Raise a Complaint

You can raise a complaint in writing. Please provide as much detail as possible so we can understand and investigate the issue properly. When contacting us, include:

Your full name and, if relevant, the name on the booking.

The date and time of the service.

The collection and delivery addresses for the job.

A clear description of what went wrong or did not meet your expectations.

Details of any property damage, missing items, or additional charges.

Any supporting evidence you may have, such as photographs, inventories, or written notes.

Any steps you have already taken to try to resolve the matter informally with a driver or representative.

Time Limits for Making a Complaint

We encourage you to raise any concerns as soon as possible after the service is provided. Reporting issues promptly gives us the best chance to investigate fully and reach a fair outcome.

For damage, missing items, or other service-related issues, you should normally make your complaint within a reasonable time of the move or delivery taking place. Complaints raised after a long delay may be more difficult to investigate, but we will still review them and consider what can reasonably be done.

Our Complaints Handling Stages

We follow a structured process for every complaint we receive about our removal and transport work.

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it in writing. In this acknowledgement, we will confirm that we have received your complaint and outline the next steps in the process, along with the expected time frame for a full response.

Stage 2: Investigation

We will then investigate your complaint. This may include:

Reviewing booking details, job sheets, and service notes.

Speaking with the driver or team members involved in your move.

Assessing any photos, inventories, or other evidence you have provided.

Considering our terms and conditions and any relevant policies.

During this stage, we may contact you if we need further information or clarification to complete our review.

Stage 3: Outcome and Response

Once our investigation is complete, we will provide you with a written response. This will set out:

Our understanding of your complaint and the key issues raised.

What we found during our investigation.

Any conclusion we have reached about whether service fell below the standard we aim to provide.

Any steps we will take to put things right, which may include an apology, a practical remedy, or another form of redress where appropriate.

Stage 4: Further Review

If you are not satisfied with the outcome at Stage 3, you can ask for your complaint to be reviewed again. In your request, explain why you believe the outcome is not fair or complete, and provide any additional information you think is relevant.

We will then review the complaint once more, which may include a review by a different person where possible, and provide a final written response setting out our final position.

Fairness, Confidentiality, and Record Keeping

All complaints are handled fairly and without discrimination. We will not treat you differently or reduce the quality of service because you have raised a concern. Our focus is always on understanding what happened and how to prevent similar issues in future.

We treat complaint information confidentially and share it only with staff who need to be involved in reviewing or responding to your concerns. We keep records of complaints and outcomes so that we can monitor performance, identify patterns, and improve our removal services over time.

Using This Procedure

By using this complaints procedure, you help us maintain and improve standards for household moves, office relocations, and general man and van services in our area. We encourage you to be clear, honest, and detailed in describing any problem, and we commit to responding in a professional and constructive way.

This procedure is intended to give you confidence that your concerns will be heard and addressed. We value feedback and use it to develop safer working practices, better communication, and more reliable moving and transport solutions for all our customers.