Man with Van Vauxhall Complaints Procedure

Man with Van Vauxhall is committed to providing a reliable and professional removals and man and van service. We recognise that, on occasion, things may not go as planned. When that happens, we want to know about it so we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern, what information we need from you, and what you can expect from us in response.

Purpose of this Complaints Procedure

The purpose of this Complaints Procedure is to give customers a clear, fair and accessible route to raise any dissatisfaction with our services. This includes issues relating to bookings, communication, punctuality, conduct of staff, handling of goods, or any other aspect of our removal or transport services. We aim to resolve complaints promptly, courteously and in a way that is transparent to you.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our service that expects a response. This may include, but is not limited to:

Issues with collection or delivery times, delays, or missed appointments. Concerns about how items have been handled, packed, loaded, transported or unloaded. Disputes about charges, additional costs, or clarity of quotations. Concerns about the behaviour, attitude or presentation of our drivers or team members. Questions about the quality or completeness of the service delivered compared with what was agreed at the time of booking.

Raising a complaint will not affect your right to use our services again in the future and will not result in less favourable treatment in any way.

How to Raise a Complaint

You should raise your complaint as soon as possible after the issue arises, ideally within 7 days of the service being completed or the problem being noticed. This helps us investigate effectively and gather any relevant information from our team.

When making a complaint, please provide as much detail as you can, including: your full name, the date of the service, your collection and delivery locations, a brief description of the service booked, a clear description of what went wrong or why you are dissatisfied, and what outcome you are seeking. Supporting details such as photographs of any damage or screenshots of messages can be helpful where relevant.

Our Complaints Handling Stages

All complaints go through a simple, staged process designed to keep you informed and to reach a fair outcome.

Stage 1: Initial Acknowledgement

Once you raise a complaint, we will acknowledge it as soon as reasonably possible. In the acknowledgement, we will confirm that we have received your complaint, outline the next steps, and provide an estimated timescale for our investigation and response. We may ask for further information or clarification at this stage if required.

Stage 2: Investigation

Your complaint will be reviewed by a responsible person who was not directly involved in the matter wherever possible. They may speak to the driver or team members who carried out your removal, review booking records and job notes, and consider any photos or evidence that you have provided. Our aim is to understand what happened, whether our standards were met, and if not, why the issue arose.

We aim to complete this investigation and provide a substantive response within 14 days of acknowledging your complaint. If the matter is complex or more time is needed, we will let you know and give a revised timescale.

Stage 3: Response and Outcome

After the investigation, we will send you a clear response explaining:

What we have understood from your complaint. The findings of our investigation. Whether we accept that things went wrong and, if so, in what way. Any steps we have already taken or propose to take to put things right. Any improvements we plan to make to prevent a similar issue happening again.

Where appropriate, this may include an apology, a goodwill gesture, a partial or full refund, or other remedial action. Any such outcome will be considered on a case-by-case basis, taking into account the circumstances and evidence.

Stage 4: Further Review

If you are not satisfied with our Stage 3 response, you may request a further review. You should set out why you remain unhappy and what you believe would be a fair resolution. A different person, or a more senior member of our team, will then review your complaint, our original investigation and response, and any additional information provided by you. We will then issue a final response explaining our position.

Time Limits and Evidence

We encourage customers to raise complaints within 7 days of their move or transport service so we can investigate promptly. Where damage to goods is concerned, the sooner we are informed, the easier it is for us to identify what happened. While we will consider complaints made later than this where possible, delays may make some issues more difficult to verify.

We may ask you for evidence such as photographs, receipts or inventories when assessing complaints about damage or loss. Please cooperate with reasonable requests so that we can handle your complaint fairly.

Our Commitment to Fair Treatment

All complaints are handled confidentially and with respect. You will not be charged for any part of the complaints handling process. We expect customers to treat our staff with courtesy while we work to address their concerns. Abuse or unreasonable behaviour will not be tolerated and may result in communication being restricted to written correspondence.

Using Feedback to Improve Our Service

Feedback, including complaints, plays an important role in helping us maintain and improve the quality of our removal and man and van services. We regularly review the complaints we receive to identify patterns or recurring issues. This may lead to additional training for our drivers and movers, updates to our booking processes, changes to our terms or clearer information being provided to customers in advance of a move.

By following this Complaints Procedure, we aim to ensure that every concern is listened to, investigated and used constructively to enhance the moving experience for all our customers.