Complaints Procedure for Man with Van Rainham

Man with Van Rainham 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 this happens, we want to know so that we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for customers to follow if they are dissatisfied with any aspect of our removal, collection, delivery or related services. It applies to all domestic and small business customers using our man and van services, including local moves, item collections, and transport of goods.

This procedure covers issues such as service quality, timekeeping, conduct of staff, handling of goods, charges applied, and information provided before, during and after your booking.

Raising a Complaint

If you are unhappy with any part of our service, we encourage you to raise the issue as soon as possible. In many cases, concerns can be resolved quickly and informally by speaking directly with the driver or team on the day of the move. If the issue is not resolved to your satisfaction, or if you prefer not to discuss it on the day, you may raise a formal complaint.

When submitting a complaint, please provide the following information so that we can investigate properly:

Full name and, if applicable, the name of the person who made the booking

Date of the service and collection and delivery addresses

Details of what went wrong, including times, locations and who was involved

Any relevant booking reference or job number, if provided at the time of booking

What outcome you are seeking, for example an explanation, an apology or a review of charges

We ask that you raise your complaint as soon as reasonably possible and preferably within 14 days of the service date. This helps us access accurate information and respond effectively.

How We Handle Your Complaint

Once we receive your complaint, we will follow a structured process to ensure it is handled consistently and fairly.

Acknowledgement

We will acknowledge your complaint and confirm that it is being reviewed. At this stage we may ask for further information or clarification if anything is unclear.

Investigation

Your complaint will be investigated by a person with appropriate responsibility, who was not directly involved in the incident wherever possible. This may include:

Reviewing booking notes and service records

Speaking to the driver or removal team involved

Reviewing photographs or delivery notes where relevant

Checking timings, routes and any agreed special instructions

We may contact you during the investigation if we need additional information or evidence to understand the situation fully.

Response and Outcome

Once our investigation is complete, we will provide you with a written response setting out:

A summary of your complaint

What we have investigated and any evidence we have reviewed

Our findings and conclusions

Any steps we will take to put things right, if appropriate

Any changes we will make to our procedures or staff training, where relevant

Where a mistake is identified, we will offer an appropriate remedy. This may include an apology, an explanation, a review of charges, or a goodwill gesture, depending on the circumstances and our terms and conditions.

Timescales

We aim to deal with complaints promptly and within reasonable timescales. While complex issues may take longer to investigate, we will usually:

Acknowledge your complaint as soon as reasonably practicable after receiving it

Complete our investigation and provide a full response within 14 to 28 days of acknowledgement, depending on the complexity of the matter

If we anticipate that it will take longer to resolve your complaint, we will let you know and provide an updated timescale.

Supporting Evidence

To help us investigate quickly and fairly, it is helpful if you can provide any evidence that supports your complaint. This could include photographs of any alleged damage, copies of written instructions, screen images of booking confirmations, or notes of any conversations that took place. The more specific and factual the information, the easier it is for us to reach a fair outcome.

Complaints About Loss or Damage

If your complaint relates to loss of or damage to goods transported by our removals or man and van service, it is important to notify us as soon as you become aware of the issue. In some cases, time limits may apply under our terms and conditions or under any insurance arrangements. Please keep the damaged items, packaging and any related materials until the complaint is resolved, and provide photographs where possible.

Unreasonable or Vexatious Complaints

We treat all complaints seriously and aim to handle them respectfully. We also expect customers to act reasonably. If a complaint is found to be malicious, repeated without new evidence, or accompanied by abusive behaviour, we may limit the methods or frequency of communication while still fulfilling any legal obligations we have to consider the complaint.

Confidentiality and Data Protection

All complaints will be handled in confidence and in line with applicable data protection requirements. Information will only be shared with those who need it to investigate and resolve the matter, or where we are required to do so by law.

Continuous Improvement

We value feedback as a way to improve our removals and man and van services. Even when a complaint is not upheld, we may still identify opportunities to improve how we operate, train our staff, plan moves, or communicate with customers. We are committed to learning from complaints to provide a better and more reliable service across our service area.

Alternative Resolution

We aim to resolve all complaints directly with our customers wherever possible. If you remain dissatisfied after we have provided our final response, you may wish to seek independent advice about your rights as a consumer and the options available to you. Any such steps are outside the scope of this internal procedure, but we will cooperate reasonably with any lawful process that follows.

This Complaints Procedure is reviewed regularly to ensure it remains clear, fair and effective for customers using Man with Van Rainham for removal and transport services.