Complaints Procedure

Man with Van Cowley Complaints Procedure

Man with Van Cowley is committed to providing reliable, professional and fair man and van and removals services. We value feedback and take all concerns seriously, as it helps us maintain high standards and improve our service. This complaints procedure explains how you can raise a complaint, how we will respond, and what you can expect throughout the process.

Purpose of this Complaints Procedure

The aim of this procedure is to provide a clear and fair process for customers who are dissatisfied with any aspect of our services. It covers all work carried out by Man with Van Cowley, including local and longer-distance moves, single-item and full-house removals, and related transport services. We will always try to resolve issues as quickly and informally as possible, but when that is not enough this procedure offers a structured approach.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, about our services, staff, vehicles, pricing, communication or the way we have handled a previous issue. This can include, but is not limited to:

Delays in collection or delivery of items.

Concerns about the condition of goods after transport.

Disputes over agreed quotes, charges or invoices.

Behaviour, conduct or professionalism of drivers or porters.

Problems with bookings, confirmations or changes to your move.

Any situation in which you feel we have not kept to our commitments.

How to Raise a Complaint

You can raise a complaint in writing. Providing as much detail as possible helps us investigate thoroughly and respond appropriately. When you contact us, please include the following information where relevant:

Your full name and the address for the move.

The date the service was carried out or due to be carried out.

A clear description of what went wrong and how it affected you.

Details of any conversations already held with our team about the issue.

Any supporting information that may help us understand the matter, such as photographs, inventories or booking references.

If you have a preferred outcome or suggestion to resolve the issue, you are welcome to include this. While we cannot guarantee a specific outcome, it will help us understand what you consider to be a fair resolution.

Our Complaints Handling Stages

We aim to deal with all complaints promptly, fairly and consistently. The following stages show how we normally handle each complaint.

Stage One: Acknowledgement and Initial Review

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. We will review the details, check your booking information and, where necessary, speak to the team members involved in your move. At this stage, we may contact you to clarify points or request further information.

Stage Two: Investigation and Response

We will conduct a careful investigation based on the information you have provided and our own records. This may include driver logs, job sheets, photographs, route and timing information and any previous correspondence with you.

After the investigation is complete, we will send you a written response explaining:

Our understanding of your complaint.

What we have found during our investigation.

Whether we uphold the complaint in full, in part or not at all.

Any steps we propose to take to resolve the matter.

Where appropriate, we may offer an apology, a practical remedy such as corrective work, or a financial gesture, depending on the circumstances and in line with our terms and conditions.

Stage Three: Further Review

If you are not satisfied with our Stage Two response, you may ask us to review the decision. In your request for a further review, please explain why you are unhappy with our findings or proposed resolution and include any additional information that you feel we may not have considered.

A review will then be carried out by a person who was not directly involved in the original response, where possible. They will reassess the complaint and our handling of it, and send you a final written decision.

Timescales for Handling Complaints

We aim to handle complaints within reasonable timescales while allowing enough time for a thorough investigation. Actual times may vary depending on the complexity of the case and the availability of information, but our usual approach is as follows:

Acknowledgement of your complaint as soon as reasonably practicable after receipt.

Initial investigation and written response within a reasonable period from acknowledgement.

Further review, where requested, normally completed within a similar reasonable period.

If we believe it will take longer to investigate your complaint properly, we will let you know and keep you informed of progress.

Fairness, Confidentiality and Records

All complaints are treated seriously and handled with respect and fairness. We will not discriminate against any customer who raises a concern in good faith. Your complaint and any associated documents will be kept confidential and only shared with staff who need to see them in order to investigate and respond.

We keep records of all complaints and their outcomes. These records help us identify patterns or recurring issues so we can improve our removals and man and van services across our operating areas.

Limitations and Related Terms

Any remedies or offers we make in response to a complaint will be in line with our standard terms and conditions and any applicable legal rights. This complaints procedure does not affect your statutory rights. In some situations, such as claims for loss or damage, we may need to refer to inventories, signed job sheets, proof of condition, coverage levels and any declared values agreed before the move.

Using Feedback to Improve Our Service

Feedback, including complaints, is an important part of how Man with Van Cowley monitors and improves service for all customers. By reviewing each complaint carefully, we can identify areas where we need additional training, better communication or changes to how we plan and carry out removals. Our aim is to use every complaint as an opportunity to improve reliability, care and customer satisfaction across our service area.

Summary

Man with Van Cowley encourages customers to raise any concerns so that we can address them promptly and constructively. By following this complaints procedure, we aim to handle every issue transparently, fairly and with the attention it deserves. If you believe something has gone wrong with your move, please let us know and give us the opportunity to put it right wherever reasonably possible.