Complaints Procedure for Man with Van Bayswater

Man with Van Bayswater is committed to providing a reliable and professional man and van and removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so that we can put matters right where possible and improve our services for the future.

Purpose of This Complaints Procedure

This complaints procedure explains how you can raise a concern about any aspect of our removal or man and van services, how we will handle your complaint, and the timescales you can normally expect. Our aim is to treat every complaint fairly, transparently, and consistently.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether our work was carried out for a home move, office relocation, storage collection, or any other transport job. This may include concerns about:

Service quality or professionalism of staff
Arrival times, delays, or missed appointments
Handling or transportation of your belongings
Damage or loss of items during a move
Accuracy of quotations, invoices, or charges
Communication before, during, or after your booking

You can raise a complaint even if you are not sure whether the issue was within our control. We will review each matter on a case by case basis.

How to Make a Complaint

You can make a complaint in the way that is most convenient for you. You may contact us in writing or verbally. We recommend that, where possible, you submit your complaint in writing so that we have a clear record of the issues you wish us to consider.

When you contact us, please include as much relevant information as you can, such as:

Your full name and contact details
The date and location of the service
Your booking or job reference, if available
A clear description of what went wrong
Any steps you have already taken to resolve the issue
Any evidence that may help, such as photographs of damage or copies of invoices

Providing detailed information at the outset helps us to investigate more efficiently and respond more quickly.

Our Complaints Handling Stages

We handle complaints in two main stages, with a focus on resolving the issue at the earliest possible point.

Stage One: Initial Review and Response

At the first stage, your complaint will be reviewed by a member of our team who was not directly responsible for the issue, where practical. We will:

Acknowledge your complaint as soon as reasonably possible
Review the details you have provided and any relevant job records
Contact you if we need further information or clarification
Offer a clear response and, where appropriate, a proposed resolution

We aim to provide a full response within 10 working days of receiving your complaint. If we cannot complete our investigation within this period, we will let you know, explain why, and provide a revised timescale.

Stage Two: Escalation and Further Review

If you are not satisfied with the outcome of Stage One, you may request that your complaint is escalated. At this stage, a more senior member of our team will review:

The original complaint and all correspondence
The findings and decision reached at Stage One
Any additional information you wish to provide

We will then issue a further response, setting out our final position on the matter. We aim to complete this escalation review within 10 working days, or will update you if more time is needed for a thorough assessment.

Outcomes and Remedies

Where we find that we have made a mistake or failed to meet our service standards, we will take appropriate steps to put things right where reasonably possible. This may include:

Providing an explanation and, where appropriate, an apology
Taking corrective action in relation to future bookings
Offering practical solutions, such as a revisit or further assistance
Considering a goodwill gesture or financial adjustment, where justified

Any remedy will be based on the specific circumstances of the case, the nature of any loss or inconvenience, and our terms and conditions.

Complaints About Damage or Loss

We understand that damage or loss of belongings during removal work can be particularly distressing. If your complaint relates to damaged or missing items, please let us know as soon as possible after the move, providing:

A description of the item or items affected
Photographs showing the damage, if available
Details of when you noticed the problem
Any relevant purchase information, if requested

We will review the circumstances of the job, including how items were packed, loaded, and transported, and will respond in line with our terms, conditions, and any applicable insurance arrangements discussed at the time of booking.

Your Responsibilities When Making a Complaint

To help us resolve your complaint efficiently, we ask that you:

Provide accurate, complete information about the issue
Respond to any reasonable requests for further details
Communicate with our team in a respectful and constructive manner
Raise concerns as soon as reasonably possible after the event

This allows us to investigate while events are still recent and records are readily accessible.

Use of Your Information

We will handle any personal data you provide in the course of a complaint in line with our privacy practices and relevant data protection requirements. Information will only be shared internally to the extent necessary to investigate and resolve your complaint.

Continuous Improvement

We review complaints regularly to identify trends and areas where our removal and man and van services can be improved. Feedback, whether positive or negative, helps us refine our processes, training, and customer support so that we can offer a more reliable and efficient service across our operating area.

Review of This Complaints Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair, and effective. We may update it from time to time to reflect changes in our services, internal processes, or regulatory expectations. The version published on this page represents our current approach to handling complaints.