Complaints Procedure

Man with Van Penge Complaints Procedure

Man with Van Penge aims to deliver a reliable and professional removal and transport service on every job. We recognise, however, that sometimes things do not go as planned. When this happens, it is important that you know how to raise a concern and how we will respond. This complaints procedure explains the steps you can take if you are unhappy with any aspect of our services, and how we will work with you to put things right where possible.

Our Commitment to You

We are committed to handling all complaints fairly, consistently and promptly. Every complaint is treated seriously and used as an opportunity to review and improve how we operate. We will always approach your complaint with an open mind and seek a reasonable, practical solution.

We aim to:

Respond to complaints in a timely and courteous manner, investigate all issues raised thoroughly, keep you informed throughout the process, and provide a clear explanation of our findings and any actions we will take.

What This Procedure Covers

This complaints procedure applies to all services provided by Man with Van Penge, including but not limited to home removals, small office moves, single-item transport, and related loading, unloading and short-distance moves. It covers concerns about service quality, conduct of staff, damage to property or belongings, delays, cancellations and communication issues.

This procedure is intended for customers who have used our services or have a confirmed booking. General enquiries, requests for quotes and informal feedback do not need to follow this formal process.

Step 1: Raising a Complaint Informally

If something goes wrong during or immediately after your move, we encourage you to raise it as soon as possible with the driver or team member on site. Many issues can be resolved quickly on the day, such as minor timing concerns, access difficulties or simple misunderstandings about the work agreed.

When speaking with the team, please provide clear details about the problem and what you would like us to do to address it. Our staff will do their best to resolve the matter within their authority, or they will pass the issue on for further review if needed.

Step 2: Making a Formal Complaint

If your concern cannot be resolved informally, or you prefer a more formal approach, you may submit a formal complaint. Please do this as soon as possible after the service, ideally within 7 days, so that we can investigate effectively while details are still fresh.

When making a formal complaint, please include the following information:

Your full name, the date of your move or booking, the collection and delivery addresses, a clear description of what went wrong, details of any conversations already held with our staff, and what outcome you are seeking, where known.

You may also provide supporting information such as photographs of any damage, copies of written correspondence or any other relevant evidence. This helps us to understand the circumstances and respond appropriately.

How We Will Handle Your Complaint

Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. We will then review the details and may contact you to clarify any points, request further information or discuss your expectations.

Our investigation may include speaking with the staff involved, checking booking details, reviewing any photographs or notes and considering any relevant terms of service. We aim to complete our investigation and provide a full response as promptly as possible. If the matter is complex or requires more time, we will let you know.

When the investigation is complete, we will provide you with a written response setting out our findings, whether your complaint has been upheld in full or in part, and what actions we will take. Where appropriate, this may include an apology, a practical solution, a goodwill gesture or an explanation of why we are unable to meet your requested outcome.

Complaints Involving Loss or Damage

If your complaint involves alleged loss of or damage to items during a move, it is important that you notify us as soon as you become aware of the issue. Please keep any damaged items and packaging where practicable and take clear photographs showing the condition.

We will carefully review the circumstances of the move, including how items were packed, loaded, transported and unloaded. In some situations, we may ask further questions about the condition of items before the move and any pre-existing damage. Our response will take into account the information available, our service terms and what is reasonable in the circumstances.

Time Limits and Fair Use

While we seek to be flexible, raising your complaint promptly helps us to investigate effectively. Delays in reporting issues can make it harder to establish what happened. For this reason, we ask that formal complaints are raised as soon as possible after the service, and normally no later than 14 days after your move or booking date.

We expect all parties to act respectfully and reasonably throughout the complaints process. Abusive, threatening or offensive behaviour towards our staff will not be tolerated and may result in us ceasing direct contact, except where required to complete the investigation.

If You Are Not Satisfied With the Outcome

If you are unhappy with the outcome of your complaint, you may ask for a further review. To do this, please explain why you disagree with the decision or why you believe the response did not address all your concerns. We will then reassess the matter, which may involve a different person reviewing the complaint and the steps already taken.

Following this review, we will provide you with a final position on the complaint within a reasonable timeframe. At that stage, we may also signpost you to any external avenues that may be relevant for independent advice, where applicable.

Using Complaints to Improve Our Service

Every complaint helps us to identify areas where we can improve our removals and transport services, from planning and communication through to handling items with care. We regularly review the complaints we receive to look for patterns, improve staff training and refine our procedures. By following this process and working with you constructively, we aim to reduce the chances of similar issues occurring in the future.

We value all feedback, whether positive or negative, and we thank you for taking the time to tell us about your experience with Man with Van Penge.