Complaints Procedure for Man with Van Coney Hall

This complaints procedure explains how Man with Van Coney Hall manages and resolves complaints about our removal and man and van services. We aim to respond to all concerns fairly, consistently and within reasonable timeframes, so that customers feel confident using our services for moves of any size.

Our Commitment to You

We are committed to providing a reliable, safe and professional moving service. If something goes wrong, we want to know about it so we can put matters right where possible and improve our services. All complaints are taken seriously and handled with respect, discretion and without discrimination.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not. This may include, for example, concerns about:

Service quality during your move, timekeeping or reliability of our team, conduct or attitude of staff, handling or protection of your belongings, charges or billing issues, communication before, during or after your move, and compliance with agreed booking details or instructions.

You do not need to use specific language or formal wording. If you tell us you are unhappy and want us to respond, we will treat this as a complaint.

How to Make a Complaint

You can raise a complaint using any normal method of communication you would usually use with us. Please provide the following information where possible:

Your full name, date and approximate time of the job, pickup and destination addresses, a clear description of what went wrong, details of any loss or damage, and what outcome you are seeking, such as an explanation, apology or review of charges.

Providing full details helps us investigate more efficiently and reach a fair outcome in a reasonable timeframe.

Informal Resolution

In many cases, issues can be resolved quickly and informally. We encourage you to raise any concerns as soon as possible, ideally on the day of the move or shortly afterwards. We will aim to:

Listen carefully to your concerns, clarify any misunderstandings, explain what happened from our perspective, correct minor issues immediately where possible, and agree simple solutions such as adjustments to how we work or practical remedies for service problems.

If you are satisfied with the explanation or action taken, the matter will be considered resolved at this stage.

Formal Complaints Process

If your complaint cannot be resolved informally, or you remain dissatisfied, you may request that it is dealt with as a formal complaint. When you do so, we will:

Acknowledge receipt of your complaint within a reasonable period, usually within a few working days. Review all available information, including job notes and any photographs or evidence provided. May contact you for further details or clarification. Assess the complaint objectively and consider possible remedies. Provide a written or clearly recorded response explaining our findings and any decision made.

Timeframes for Handling Complaints

We aim to resolve complaints as quickly as reasonably possible. Timeframes may vary depending on the complexity of the issue, but we generally work to:

Acknowledge your complaint promptly after receiving it. Complete our investigation and provide a detailed response within a reasonable period, taking into account the nature of the complaint and any need to gather further information. If we cannot meet this timescale, we will let you know and explain why more time is needed.

Possible Outcomes and Remedies

Depending on the circumstances, outcomes may include:

An explanation of what happened and why. An apology where service has fallen below our usual standards. Practical steps to complete any outstanding work or correct errors. A review of charges and, where appropriate, a partial or full adjustment. In cases of proven loss or damage, consideration of compensation in line with our terms and conditions and any applicable limits of liability.

We will always explain the reasons for our decision, even if we do not uphold your complaint.

Complaints About Loss or Damage

If your complaint relates to loss of or damage to belongings during a move, we ask that you notify us as soon as possible after becoming aware of the issue. To help us investigate, please provide:

A description of the item or items, details of the damage or loss, photographs where available, and any supporting evidence of value, such as purchase information. We will review this information alongside our service records and terms and conditions, considering how the items were packed, handled and transported.

Confidentiality and Data Protection

All complaints are handled confidentially. Information is shared only with staff who need it to investigate and respond to your complaint or to improve our services. We handle personal information in line with our data protection responsibilities and keep records of complaints securely for an appropriate period.

Continuous Improvement

We use the feedback we receive, including complaints and suggestions, to review our working practices and training. This helps us maintain and improve the quality of our man and van and removal services, including packing, loading, transport and delivery across our service area.

If You Are Still Unhappy

If you remain dissatisfied after we have completed our complaints process, you may choose to seek independent advice regarding your consumer rights. While we cannot provide legal advice, we will always be open to reviewing any new information you may provide and will consider whether further action is appropriate.

Review of This Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective for customers using Man with Van Coney Hall for their moves and related services.