Man With a Van Cowley Complaints Procedure

Man With a Van Cowley is committed to providing a reliable and professional removal and man and van service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us throughout the process.

Purpose of This Complaints Procedure

The purpose of this procedure is to give customers a clear and fair way to raise any complaint about our services, including house moves, flat moves, office relocations, and courier or collection work. It also helps us identify where improvements can be made in the way we operate across our service areas.

This procedure applies to all customers who have booked or received services from Man With a Van Cowley, whether the work involved a small single-item move or a full property removal.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about the standard of our work, our staff, our communication, or the way we have handled a particular situation. Examples of complaints may include:

• Delays in arrival or completion of a removal job
• Damage to property or belongings during loading, transport, or unloading
• Concerns about staff conduct or behaviour
• Disagreement about charges or additional costs
• Problems with how a previous concern or query was handled

We take all complaints seriously and will treat them with respect, confidentiality, and urgency.

How to Make a Complaint

You can raise a complaint in writing or verbally. Written complaints are generally easier for us to investigate thoroughly, as they set out the details clearly and create a record of the issues. When contacting us, please provide as much relevant information as possible so that we can investigate your concerns efficiently.

To help us deal with your complaint quickly, please include the following where possible:

• Your full name and the address where the service was carried out
• The date and approximate time of the job
• A description of the service booked, such as house move, flat move, or item collection
• A clear explanation of what went wrong and what outcome you are seeking
• Any supporting details, such as photographs of damage, inventory notes, or written confirmation of the agreed price or work

If you raise a complaint verbally during or immediately after a move, our driver or team member will attempt to resolve it on the spot where reasonable. If it cannot be resolved at the time, it will be passed on for review in line with this procedure.

Time Limits for Making a Complaint

We ask that complaints about removal or man and van services are raised as soon as possible, and generally within 7 days of the service date. This allows us to investigate effectively while details are still clear and any relevant information is accessible.

Complaints about damage to possessions or property should be reported without delay. The sooner we are informed, the easier it is to assess the situation and take appropriate steps.

How We Will Respond

Once we receive your complaint, we will follow these stages:

1. Acknowledgement: We will acknowledge your complaint and confirm that it is being reviewed. Where necessary, we may ask you for more information to fully understand the issue.

2. Investigation: We will look into the details of the complaint. This may include speaking with the team who carried out your move, checking any job notes, photographs, or inventories, and reviewing our booking records.

3. Initial Response: When we have gathered the relevant information, we will provide you with an initial response explaining our understanding of what happened and, where appropriate, any immediate steps we can take.

4. Outcome and Resolution: After considering all the facts, we will inform you of the outcome. Where we find that we are at fault, we will explain what we are prepared to do to put things right. This may include an apology, a corrective service, or another form of redress where appropriate.

Timescales for Handling Complaints

We aim to acknowledge complaints promptly. Straightforward issues may be resolved very quickly. More complex matters, especially those involving alleged damage, multiple locations, or larger moves, may need a more detailed review.

If we anticipate that our investigation will take longer than usual, we will let you know and keep you informed of progress. Our goal is always to provide a clear and fair response within a reasonable timeframe.

Escalating a Complaint

If you are not satisfied with the outcome of your complaint, you may request that it be reviewed again. In doing so, please explain why you disagree with our initial response and provide any additional information that you feel has not been considered.

A further review will be carried out, and we will advise you of our final position. Once this stage is complete, our internal complaints process will be regarded as exhausted.

Fairness, Confidentiality and Respect

Every complaint is handled with professionalism and courtesy. We will not treat you differently because you have raised a concern, and your future bookings with Man With a Van Cowley will not be affected by the fact that you have made a complaint.

Information related to your complaint will be shared only with those who need to know in order to investigate and respond. We expect our staff and our customers to communicate respectfully during the complaints process.

Using Complaints to Improve Our Service

Complaints are an important way for us to understand where our removal and man and van services can be improved. We regularly review the issues raised, including punctuality, handling of items, customer communication, and conduct of staff, and use that feedback to update our training, procedures, and quality checks.

By following this Complaints Procedure, we aim to resolve individual issues fairly and strengthen the overall standard of service provided by Man With a Van Cowley across all the areas we serve.