Man with Van Mortlake Complaints Procedure

This complaints procedure explains how customers can raise concerns about our man and van and removal services, and how those concerns will be handled. Our aim is to resolve any issues quickly, fairly and transparently, and to use all feedback to improve our local and longer distance moving services.

Our commitment to handling complaints

We understand that moving home, transporting furniture or arranging a man and van service can be stressful. If something goes wrong, we are committed to listening carefully, investigating fully and putting things right where we can. We treat every complaint seriously, regardless of the size or type of job, from small single-item moves to full household removals.

We aim to:

Respond promptly to all complaints
Deal with customers respectfully and professionally
Investigate the issues thoroughly and objectively
Provide a clear explanation of our findings and any decision
Use feedback to improve training, planning and service quality

What counts as a complaint

A complaint is any expression of dissatisfaction about our services where a response is expected. This includes, for example:

Concerns about timekeeping, late arrival or delays
Issues with loading, unloading or handling of items
Damage or loss of property during a move or collection
Disagreement about quoted prices, charges or invoices
Concerns about staff conduct or communication
Problems with booking, confirmations or scheduling

You do not need to use specific language or refer to this procedure for your concern to be treated as a complaint. If you tell us you are unhappy and want us to address an issue, we will treat it as a complaint.

Step 1: Raising a complaint informally

Where possible, we encourage customers to raise any concerns as soon as they arise, ideally on the day of the job or shortly afterwards. Many issues can be resolved quickly when discussed directly.

You can raise a complaint informally by contacting us and explaining:

What service you booked and the date of the job
What went wrong or did not meet your expectations
Any conversations you have already had with our team
What outcome or resolution you are seeking

We will listen to your concerns, check the details of the job and try to agree a solution with you. If you are not satisfied with the informal response, or if you prefer a more formal approach, you can make a formal complaint.

Step 2: Making a formal complaint

If your concern cannot be resolved informally, you can make a formal complaint. When doing so, please provide as much detail as you can so we can investigate fully. Helpful information includes:

Your full name and the address where the service was carried out
The date and approximate time of the move or transport
A clear description of what went wrong
Details of any damage, loss or delays
Any supporting information such as photographs or item lists
Details of any earlier discussions about the issue

Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe and begin an investigation.

How we investigate complaints

Our investigation process may include:

Reviewing the original booking information and quotation
Checking job sheets, inventory notes or photographs taken on the day
Speaking to the team members who carried out the work
Reviewing any communication between you and our team
Assessing any damage reports or claims forms where applicable

We aim to complete our investigation and provide a detailed response within a reasonable period. If the issue is complex or requires more time, we will let you know and keep you updated on progress.

Our response and possible outcomes

After investigating, we will provide a clear and written response that explains:

What we understand your complaint to be
What we have checked and reviewed
Our findings based on the available evidence
Any action we will take or any offer we are making
Any changes we will make to our services or processes as a result

Depending on the findings, possible outcomes may include an explanation, an apology, corrective work, a gesture of goodwill or other appropriate remedies. Any remedy offered will be based on the specific circumstances of your complaint and our terms of service.

Complaints about damage or loss

If your complaint relates to damage or loss of items during a move or transport, please tell us as soon as possible. Where we reasonably can, we may ask for:

Photographs of the damage
Proof of ownership or value for high-value items
Details of how the damage was discovered

It is important that any damage is reported promptly so that we can investigate while the events are still clear in everyone's mind. We will consider the condition of items at the time of collection, how they were packed, any pre-existing issues, and the agreed level of service.

Escalating your complaint

If you are not satisfied with the outcome of your formal complaint, you may request a further review. When doing so, please explain why you disagree with our findings or decision, and provide any additional information you would like us to consider.

We will review the original investigation, check whether all relevant information was taken into account and whether our decision was reasonable based on the evidence. We will then provide a final response.

Using complaints to improve our service

All complaints are recorded and monitored. We review them regularly to identify patterns, such as recurring issues with scheduling, packing, lifting techniques, or communication. This helps us improve our man and van and removal services across our operating area and supports additional staff training where needed.

Confidentiality and data protection

All complaints are handled confidentially. Information is only shared internally with team members who need to know in order to investigate and resolve the issue. We handle all personal data in line with our data protection responsibilities.

Reasonable behaviour

We understand that customers may be upset or frustrated when something goes wrong during a move. We will always treat you with courtesy and respect, and we ask that you do the same for our staff. Where behaviour becomes abusive, threatening or unreasonable, we may limit or end communication while still considering the substance of the complaint.

Review of this complaints procedure

This complaints procedure is reviewed regularly to ensure it remains effective, clear and fair. Updates may be made to reflect changes in our services, operating practices or legal requirements.

We value all feedback and thank you for taking the time to tell us about your experience, whether positive or negative. Your comments help us maintain and improve the quality of our man and van and removal services.