Complaints Procedure for Man with Van Colliers Wood

This Complaints Procedure explains how customers can raise concerns about services provided by Man with Van Colliers Wood, including house moves, flat moves, office relocations and local transport of goods. Our aim is to resolve any issues promptly, fairly and transparently, and to use your feedback to improve our removal services.

1. Our Commitment to Handling Complaints

We recognise that, on occasion, things may not go as planned during a move or collection. When this happens, we want to hear from you. Every complaint is taken seriously and is treated as an opportunity to review our standards and the performance of our drivers, porters and customer support team.

We are committed to:

Listening carefully to your concerns, acknowledging the impact on your move, responding within reasonable timescales, investigating the facts fairly and impartially, explaining our findings clearly, and offering appropriate remedies where we are at fault.

2. What This Procedure Covers

This procedure applies to complaints about:

The quality of our man and van or removal services, conduct or behaviour of staff and operatives, punctuality and timekeeping, handling, loading or unloading of items, communication before, during or after a move, and invoicing or charges where you believe a mistake has been made.

This procedure does not cover general enquiries, booking requests, quotes or routine feedback that is not of a complaint nature. Those should be raised through our usual customer contact channels.

3. Raising an Informal Complaint

Where possible, we encourage you to raise concerns informally in the first instance. If an issue arises on the day of your move, please speak to the driver or team leader on site. Many issues can be resolved immediately through clear communication and practical solutions.

If the matter cannot be resolved during the job, or you remain dissatisfied, you may submit a formal complaint following the process below.

4. How to Make a Formal Complaint

If you wish to make a formal complaint about Man with Van Colliers Wood, please put your concerns in writing. Written complaints help us to keep a clear record of the issue and ensure nothing is overlooked.

When submitting your complaint, please include the following information:

Your full name and any reference or booking details you have, the date and location of the service, a clear description of what went wrong, including times and events in order where possible, details of any damage, loss, delays or other consequences, and any supporting information you wish to provide, such as photos of damage or copies of relevant documents.

We recommend submitting your complaint as soon as possible after the event so that details remain clear and can be easily verified.

5. Timeframe for Submitting Complaints

To enable a proper investigation, we ask that complaints relating to service quality, conduct or timing are raised within a reasonable period after the move date. Complaints concerning damage or loss of items should be raised as soon as you become aware of the issue. Prompt notification helps us review schedules, vehicle logs and staff statements while information is fresh and accurate.

6. Acknowledgement of Your Complaint

Once we receive your complaint in writing, we will send an acknowledgement. In this acknowledgement we will confirm that your complaint has been logged, provide a reference where applicable, and outline the next steps in the process.

If we need further information from you to start our investigation, we will request it at this stage.

7. Investigation Process

Your complaint will be reviewed by a person not directly involved in the original service, wherever possible. The investigation may include:

Reviewing your complaint and any documents or photos you provide, checking booking details, job notes and driver schedules, taking statements from the staff who attended your move, and assessing whether our standard procedures and policies were followed.

We aim to conduct investigations thoroughly but efficiently, maintaining a fair and balanced approach to all parties involved.

8. Response Times and Updates

We aim to provide a full written response to most complaints within a reasonable period from acknowledgement. Where a complaint is complex or requires additional time, we will inform you and provide an estimated timescale for completion.

During the investigation, we may contact you to clarify details or request additional information that will help us reach a fair outcome.

9. Possible Outcomes and Remedies

After we have completed our investigation, we will write to you with our findings. Our response will normally include:

A summary of your complaint, an explanation of the investigation carried out, our decision on whether the complaint is upheld, partially upheld or not upheld, and any actions we will take as a result.

Where we are found to be at fault, possible remedies may include an apology and explanation, corrective action to improve our procedures or staff training, and, where appropriate, a financial remedy in line with our terms and conditions and applicable law.

10. If You Remain Dissatisfied

If you are not satisfied with our response, you may ask for your complaint to be reviewed again, stating clearly why you disagree with the outcome or how you believe the matter has not been fully addressed.

We will reconsider your concerns and advise whether any further action can be taken. Man with Van Colliers Wood is not affiliated with a formal ombudsman scheme; however, you may wish to seek independent advice if you feel this is necessary.

11. Data Protection and Confidentiality

All complaints are handled in line with data protection requirements. Information you provide will only be shared with those who need it in order to investigate and resolve your complaint. Records of complaints and outcomes are retained for an appropriate period so we can monitor performance and improve our services.

12. Continuous Improvement

Man with Van Colliers Wood values feedback from customers across all areas we serve. We regularly review complaints and outcomes to identify recurring issues, trends or training needs. This helps us maintain a reliable, professional removal and transport service for households, tenants, landlords and businesses.

By following this Complaints Procedure, we aim to deal with concerns constructively and respectfully, ensuring every customer feels heard and treated fairly.