Complaints Procedure for Man With a Van Abbey Wood

Man With a Van Abbey Wood is committed to providing a reliable, professional removal and transport service for households and businesses across our service area. We recognise that, on occasion, customers may feel that our service has not met expectations. This complaints procedure explains how to raise a concern, how we will respond, and what you can expect from us at every stage.

Our Commitment to You

We aim to handle all complaints fairly, consistently and as quickly as possible. We will always listen to your concerns, review the circumstances carefully and work towards a resolution that is reasonable and transparent. We also use feedback from complaints to improve our man and van and removals services for the future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether during a local move, single-item delivery, house or flat removal, or other transport work we undertake. This may relate to:

Service quality, including punctuality, handling of items or conduct of staff
Information provided before your booking or on the day of your move
Charges and fees, including what was quoted compared with what was charged
Damage to property or belongings associated with our work
Any other aspect of our service that you believe has fallen below a reasonable standard

We encourage you to tell us as soon as possible if you are unhappy, so we can address the issue promptly.

Stage 1: Informal Resolution

Wherever possible, we aim to resolve concerns informally and quickly. If an issue arises during your removal or man and van job, please raise it with the driver or team leader on the day. They may be able to correct the problem immediately, for example by adjusting the way items are loaded, clarifying the agreed work, or discussing any time or access issues.

If the matter cannot be resolved on the spot, or if you only become aware of the issue after the move, you can make a more formal complaint following the steps below.

Stage 2: Submitting a Formal Complaint

If you are not satisfied with the informal response, or if the issue is more serious, you may submit a formal complaint. Please set out your complaint in writing. To help us investigate effectively, include the following information:

Your full name and the address where the service was carried out
The date and approximate time of your booking
A clear description of what happened and why you are dissatisfied
Details of any damage, loss or additional charges you are disputing
Any supporting information you wish us to consider, such as photographs or inventories

Providing detailed information from the outset helps us assess your concerns properly and respond more quickly.

Acknowledgement of Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. In this acknowledgement, we will confirm that we have received your complaint and explain the next steps in the process. Where appropriate, we may ask for further details to ensure that we fully understand the issues raised.

How We Investigate

We will review your complaint impartially and carefully. Our investigation may include:

Checking your original booking details, agreed quotation and any written instructions
Speaking with the driver or removal team involved in your job
Reviewing photographs, notes or job records taken on the day
Assessing any evidence you have provided, such as images of damage or timelines of events

We aim to complete our investigation within a reasonable period, taking into account the complexity of the complaint and the availability of all parties involved.

Our Response and Outcome

When our investigation is complete, we will send you a written response setting out:

Our understanding of your complaint
The steps we have taken to investigate
Our findings and decision
Any proposed resolution or remedial action

Possible outcomes may include an explanation or clarification, an apology, service improvements, or where appropriate, consideration of financial adjustments in line with our terms and conditions. Any offer we make will be based on the evidence available and the scope of our responsibilities as a man and van and removals provider.

If You Remain Dissatisfied

If you are unhappy with the outcome of your complaint, you may write to us again, explaining clearly which aspects of our response you dispute and why. We will arrange for a further review, which may involve a different person within the business considering your complaint and the previous decision.

Following this further review, we will issue a final response. This final response represents the completion of our internal complaints procedure.

Time Limits on Complaints

To allow us to investigate effectively, we ask that complaints relating to a specific removal or transport job are raised as soon as reasonably possible, and no later than one month after the date of service. Issues reported after this period may be more difficult to assess, particularly where evidence is limited, and this may affect any decision we are able to make.

Using Complaints to Improve Our Service

We view complaints and feedback as an opportunity to improve the way we deliver local moves, small removals and transport services across our operating area. Where appropriate, we may use information from complaints to provide additional staff training, refine our booking process, update our terms or improve communication with customers before and during their moves.

Respectful Communication

We expect all communication to be polite and respectful. Our team will always aim to treat you with courtesy and consideration, and we ask that customers do the same when raising and discussing complaints. Abusive or threatening behaviour will not be tolerated and may result in us restricting or ending communication.

Review of This Complaints Procedure

Man With a Van Abbey Wood may review and update this complaints procedure from time to time to reflect changes in our services, customer expectations or applicable guidance for the removals and transport sector. The version in force at the time you raise your complaint will apply to your case.

By setting out this clear procedure, we aim to ensure that all customers across our service area know how to raise a concern and what to expect from us in response.