Complaints Procedure

Man with Van Coombe Complaints Procedure

Man with Van Coombe is committed to delivering a professional and reliable removals and transport service for households and businesses. We aim to resolve any concerns quickly and fairly, and we view all complaints as an opportunity to review and improve our service. This complaints procedure explains how to raise an issue with us, how we will respond, and what you can expect at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear, accessible route for customers to raise concerns about any aspect of our service, including bookings, communication, conduct of staff, handling of goods, timing of moves, and invoicing. It applies to all services offered by Man with Van Coombe, including home moves, small removals, deliveries and collections, and related transport work.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may include concerns about service quality, delays or cancellations, how your goods were handled, how our team behaved, the information you were given before or during the work, or how your move was organised or completed.

We encourage you to tell us as soon as possible if you are unhappy, so that we can resolve matters promptly and minimise any impact on your move or transport schedule.

How to Raise a Complaint

You can raise a complaint verbally or in writing. If an issue arises on the day of your move or collection, please speak to the driver or team leader on site in the first instance, so they have the chance to address the problem immediately. Many issues can be resolved quickly this way.

If the matter cannot be resolved at the time, or if you prefer to raise it later, you can submit a written complaint. When you contact us, please provide as much detail as possible, including your full name, the date of the service, the collection and delivery locations, a clear description of the issue, and any relevant supporting information such as photographs or job references. The more information you provide, the easier it is for us to investigate fairly and efficiently.

Time Limits for Raising a Complaint

To help us investigate effectively, we ask that you raise any complaint as soon as reasonably possible after the service. Issues relating to damage or loss of items should be reported as soon as they are discovered. If you notice a problem on the day of your move, please bring it to our attention before the team leaves the delivery address wherever possible.

Our Complaints Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will log it and carry out an initial review. We will acknowledge your complaint within a reasonable time. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps and expected timescales for our investigation and response.

Stage 2: Investigation

A member of our management team will investigate your complaint. This may involve reviewing booking details, notes from the team, photographs, messages, route and timing information, and any other relevant records. We may contact you to clarify details or to request further information. Where appropriate, we will also obtain statements from the crew or staff involved.

We aim to complete our investigation without unnecessary delay. If, for any reason, the investigation will take longer than initially indicated, we will let you know and provide an updated timeframe.

Stage 3: Outcome and Response

Following the investigation, we will provide a written response explaining our findings, the outcome, and the reasons for our decision. Where we uphold your complaint in full or in part, we will set out any steps we propose to take. These may include an apology, an explanation, service improvements, or other appropriate remedies in line with our terms and conditions and any applicable insurance or cover.

If we do not uphold your complaint, we will explain how we have reached that conclusion by reference to the information available and the relevant terms of service.

Stage 4: Escalation and Further Review

If you are not satisfied with our Stage 3 response, you may request a further review. In your request, please explain why you remain dissatisfied and what outcome you are seeking. A different senior member of our team, not previously involved, will review the handling of your complaint and the decision reached. They may re-examine the evidence and, if needed, ask for additional information from you or from the team.

Following this further review, we will write to you with our final position on your complaint. This will complete our internal complaints procedure.

Fairness, Confidentiality and Record Keeping

We handle all complaints respectfully and with an open mind. During the process, we will treat you fairly and will not discriminate against you for raising a concern. All information you provide will be handled sensitively and kept confidential, subject to any legal obligations. We keep records of complaints and outcomes so that we can identify trends, improve our processes, and provide appropriate training to our staff and drivers.

Complaints Involving Damage or Loss

Where your complaint involves alleged damage to property or loss of items during a removal or transport job, we may ask for photographs, inventories, or receipts to assist with assessment. Any consideration of compensation will be handled in accordance with our terms and conditions and any applicable insurance arrangements. It is important that you do not dispose of or repair any damaged items before we have had the opportunity to review the evidence and, where necessary, inspect the items.

Using This Procedure

This complaints procedure is intended to give all customers a clear route to raise concerns about any service provided by Man with Van Coombe, whether a small local move, a larger removal, or regular transport work. We are committed to responding promptly, listening carefully, and taking appropriate action where things go wrong, so that our service across the local removals and transport area continues to improve.