Complaints Procedure
Man with Van Preston Complaints Procedure
This Complaints Procedure explains how Man with Van Preston manages concerns and complaints about our removal and transport services. Our aim is to provide a clear, fair and timely process for resolving any issues that may arise before, during or after your move.
Our Commitment to You
Man with Van Preston is committed to providing reliable, professional and respectful moving services for domestic and commercial customers. If you feel that we have not met your expectations, or there is something you are unhappy about, we want to know so we can put things right and improve our service.
We treat all complaints seriously, whether they relate to bookings, communication, punctuality, handling of goods, conduct of staff, pricing, or any other aspect of our service.
What Is a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, where you believe that:
Our service has not been delivered with reasonable care and skill, or
Our staff have acted in an unprofessional manner, or
There has been damage, loss, delay or another specific issue connected to your removal or transport job.
Comments and suggestions for improvement are always welcome, but this procedure is specifically for situations where you want us to investigate and respond to a concern.
How to Make a Complaint
You can raise a complaint as soon as you become aware of an issue. We encourage you to raise any concerns as quickly as possible so that we can investigate while the details are still recent.
You can make a complaint in the following ways:
In writing, setting out what went wrong, when it happened, and what outcome you are seeking.
Verbally, by explaining the issue to a member of our team, who will record the details for review.
When making a complaint, please include where possible:
Your full name
The date of your move or booking
The collection and delivery locations involved
A clear description of what happened
Details of any damage or loss and any evidence such as photos or inventories
Any steps already taken to try to resolve the matter
Timescales for Making a Complaint
To help us investigate effectively, we ask that complaints are made within a reasonable time of the issue arising. For service quality concerns, we recommend raising the issue within 14 days of your move. For damage or loss, you should inform us as soon as possible after discovering the problem.
Our Complaints Handling Stages
We aim to handle complaints through the following clear stages.
Stage 1: Initial Review and Acknowledgement
Once we receive your complaint, we will log it and carry out an initial review. We will normally acknowledge your complaint within a reasonable time, confirming that it has been received and is being looked into. If any important information is missing, we may contact you to ask for further details so that we can properly understand the issue.
Stage 2: Investigation
We will investigate your complaint fairly and objectively. This may include:
Reviewing booking records, job sheets and any written communication
Speaking to the team members involved in your move
Examining photographs, inventories or other evidence you provide
Assessing whether our agreed terms, service standards or reasonable expectations have been met
We may contact you during this stage if we need clarification or additional information.
Stage 3: Response and Outcome
After we have completed our investigation, we will provide you with a response setting out:
Our understanding of your complaint
The findings of our investigation
Any steps we have taken or propose to take to resolve the matter
If we find that we have fallen short of our standards, we will explain what went wrong and, where appropriate, offer a form of resolution. This may include an apology, corrective action, or other reasonable remedies, depending on the circumstances and the terms that apply to your booking.
Service Area and On-Site Issues
We provide removal and man and van services across a wide surrounding area. Sometimes issues can arise on site, for example due to access restrictions, parking limitations or unexpected property conditions. If problems occur during collection or delivery, we encourage you to speak to the driver or team leader at the time so that we have an opportunity to address the issue immediately.
Even if a concern is resolved on the day, you are still entitled to raise a formal complaint if you remain dissatisfied with the outcome.
Damage, Loss and Insurance
Where your complaint relates to alleged damage or loss to items handled during a move, we may need supporting evidence to assess your claim. This can include photographs of the damage, purchase receipts, or confirmation that items were in good condition before the move.
Any consideration of compensation or contribution towards repair or replacement will be assessed in line with our terms and any applicable insurance arrangements. Certain items may be excluded or subject to specific conditions, and we will explain this clearly in our response.
Your Responsibilities
To allow us to handle your complaint effectively, we ask that you:
Provide honest, accurate and complete information
Respond to any reasonable requests for further details
Treat our staff with respect and allow them to carry out a fair investigation
Work with us to find a reasonable and practical resolution
Continuous Improvement
We review complaints regularly to identify patterns and areas where we can improve our services, training and procedures. Feedback from customers, whether positive or negative, helps us to maintain professional standards in the removal and transport services we provide across our operating area.
Updates to This Procedure
Man with Van Preston may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements or best practice. The version available on our website is the most current and replaces any previous versions.
If you have any questions about this Complaints Procedure or how it applies to your particular situation, you can contact us using the usual communication channels shown on our site.
