Complaints Procedure

Man and Van Bow Complaints Procedure

This Complaints Procedure explains how customers of Man and Van Bow can raise concerns about any aspect of our man and van or removal services, and how we will respond. Our aim is to provide a clear, fair and timely process for dealing with any dissatisfaction relating to bookings, collection, loading, transport, delivery, charges or customer service.

Our Commitment to Customers

Man and Van Bow is committed to delivering reliable moving and transport services for domestic and commercial customers. If something goes wrong, we want to know about it so we can put it right where possible and improve our service in the future. We treat all complaints seriously, whether they relate to local moves, longer distance removals, packing assistance or single-item transport.

What This Procedure Covers

This procedure covers complaints about:

Service quality during any stage of your move or collection and delivery, including punctuality, handling of goods, conduct of drivers or porters, and communication before, during or after the job.

Administration of your booking, such as pricing misunderstandings, changes to dates or times, and issues with the information provided about our services or terms.

Damage, loss or delay affecting your belongings during a man and van or removal job carried out by us.

Any other concern about how we have provided or managed your removal or transport service.

Raising a Concern Informally

If you are unhappy with any part of our service, we encourage you to speak to us as soon as possible. In many cases, issues can be resolved quickly and informally. Where possible, please raise your concern with the driver or team on site at the time of the job so they have an opportunity to address the problem immediately.

If the issue cannot be resolved on the day, or you prefer not to raise it with the crew, you may contact our office to discuss the matter. We will listen to your concerns and aim to provide an explanation or solution without needing a formal written complaint.

Making a Formal Complaint

If you remain dissatisfied after the informal stage, or if the issue is serious, you may make a formal complaint. Please set out your complaint clearly in writing so we can investigate thoroughly and keep an accurate record.

When submitting a complaint, please provide the following information:

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

The date of your booking and the date on which the service was carried out.

A clear description of what happened and what you believe went wrong.

Any relevant job references or invoice numbers you have been given.

Details of any damage, loss, delay, additional costs or inconvenience you have experienced.

Any photographs, inventories, or other supporting information that may assist our investigation.

Providing these details helps us understand the circumstances of your move, including the nature of the property, access issues such as stairs or parking restrictions, and the type of items transported.

Timescales for Making a Complaint

We ask that you submit your complaint as soon as reasonably possible after the date of your move or transport job. Prompt notification helps us investigate while details are still fresh and any necessary evidence, such as job notes or crew statements, is readily available.

Complaints about damage or loss to items should be reported as soon as you become aware of the problem, ideally on the day of the move or within a short period of unpacking, depending on the nature of the goods and the type of service provided.

How We Will Handle Your Complaint

Once we receive your formal complaint, we will log it and begin our investigation. Our process generally follows these stages:

Acknowledgement. We will confirm that we have received your complaint and outline the next steps in our investigation. Where possible, we will give an estimated timescale for our response.

Investigation. We will review your complaint alongside any relevant documents, such as booking records, job sheets, route plans, photographs, and statements from the crew. We may contact you if we need further information or clarification.

Assessment. We will consider all the information available to decide whether your complaint is upheld in full, upheld in part, or not upheld. We will also consider whether any service improvements or staff training are needed.

Outcome and response. We will provide you with a written response setting out our findings, any proposed remedies and the reasons for our decision.

Possible Outcomes and Remedies

Depending on the nature of the complaint and the outcome of our investigation, we may consider one or more of the following remedies where appropriate:

An apology and explanation of what went wrong and how we will try to prevent a recurrence.

Corrective action, such as revisiting the property to complete an agreed task or rectify a service issue where this is practical.

A review or adjustment of charges where our investigation supports this.

Other forms of resolution agreed between you and Man and Van Bow in light of the specific circumstances.

Any remedy offered will take into account our terms and conditions, any applicable limitations, and the evidence provided by both you and our staff.

Timescales for Response

We aim to resolve complaints as quickly as reasonably possible, taking into account the complexity of the matter. Straightforward complaints may be resolved within a short period, while more complex cases involving detailed investigation or third-party information may take longer.

If we cannot provide a full response within our initial estimated timescale, we will let you know and explain the reason for the delay. We will also provide an updated indication of when you can expect a final decision.

If You Are Not Satisfied with the Outcome

If you are unhappy with the outcome of your complaint, you may respond to us explaining which aspects you disagree with and providing any further information you believe is relevant. We will review your comments and, where appropriate, arrange a further internal review of your complaint and our decision.

Once our internal review is complete, we will confirm our final position. At that stage, our internal complaints process will normally be considered exhausted.

Data Protection and Confidentiality

All complaints are handled in line with our obligations to protect your personal information. Details of your complaint will be shared only with staff who need the information to investigate and respond. We retain complaint records for an appropriate period to help us monitor service quality and meet legal or regulatory obligations.

Continuous Improvement

Man and Van Bow uses feedback and complaints to identify patterns, improve training, and refine how we manage moves, loading, unloading and transport routes. By raising concerns, you help us maintain and enhance the quality of our man and van and removal services for all customers.