Complaints Procedure for Man with Van Cheam

Man with Van Cheam aims to provide a reliable, professional and courteous removal service. We recognise that, on occasion, customers may feel dissatisfied with some aspect of our service. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to You

We are committed to handling all complaints fairly, consistently and promptly. Every complaint is taken seriously, whether it relates to bookings, packing, handling of belongings, timings, conduct of staff or any other part of the moving process. Our goals are to understand what has happened, put things right where we can, and improve our services for future customers.

What Is a Complaint

A complaint is any expression of dissatisfaction about our removal or man and van services that requires a response. This may include concerns about damage or loss of items, punctuality, communication before or during the move, behaviour of our team members, or how your booking was managed. You do not need to use the word complaint for your concern to be treated as one.

How to Make a Complaint

You can make a complaint by contacting us through any of the usual methods you use to communicate with Man with Van Cheam. Please clearly state that you are making a complaint and provide as much detail as possible, including your full name, the date of your move, the collection and delivery locations, and any reference number provided at booking. If your complaint relates to specific items, please describe them clearly and explain the issue.

We recommend submitting your complaint in writing so there is a clear record of your concerns and supporting information, such as photographs of any damage. However, if you prefer to raise your complaint verbally, we will record the details for you.

Information We Need from You

To help us investigate your complaint efficiently, please provide:

Your name and preferred contact details. The date and approximate time of the move. The addresses where we collected and delivered your items. A description of what went wrong, including who you spoke with and what was said, if relevant. Any evidence that could support your complaint, for example photos of damage, item lists, or copies of correspondence. Details of what outcome you are seeking, such as an explanation, an apology, corrective action or consideration of compensation where appropriate.

Timescales for Raising a Complaint

We ask that you raise any complaint as soon as reasonably possible so that events are still fresh in everyone’s mind and evidence is easier to obtain. For complaints about damage or loss of items, it is best to inform us on the day of the move or as soon as the issue is discovered. Delay in reporting may affect what actions we are able to take, particularly in relation to insurance or recovery of items.

Our Complaint Handling Stages

Stage one: Initial review. When we receive your complaint, we will acknowledge it as soon as we can. We will record your complaint in our internal system and assign it to a suitable person to review. Where possible, straightforward issues may be resolved at this stage through clarification, explanation or a simple corrective action.

Stage two: Investigation. If your complaint requires further review, it will be investigated by a member of the management team. They may contact you to gather more information, clarify details or request evidence. As part of the investigation, we may speak to staff members involved in your move, review job sheets and check any applicable terms and conditions.

Stage three: Response. Once the investigation is complete, we will provide you with a written response explaining our findings, any factors that affected the situation, and what action we propose to take. This may include an apology, an explanation, service improvements, or consideration of compensation where appropriate and in line with our contractual terms and any relevant insurance arrangements.

Timeframes for Responses

We aim to acknowledge your complaint promptly after receiving it. The time needed to complete an investigation will depend on the complexity of the issues involved. We will always try to provide a full response within a reasonable timeframe. If the investigation is likely to take longer, we will let you know and keep you updated on progress.

If You Remain Dissatisfied

If you are not satisfied with the outcome of your complaint, you may ask for it to be reviewed again. When requesting a further review, please explain which parts of our decision you disagree with and why, and provide any additional information that you believe has not been considered. We will then arrange for someone not previously involved to look at the matter where possible.

Claims for Loss or Damage

For complaints relating to loss or damage of property during a move, any consideration of financial settlement will normally be handled in accordance with our terms of service and any applicable insurance cover. It is important that you follow any reporting requirements we provide, including supplying a clear inventory of affected items and evidence of damage. We may need to inspect items or request estimates for repair or replacement before making a decision.

How We Use Complaint Feedback

Complaints help us identify where our service can be improved. We regularly review the complaints we receive to look for patterns or recurring issues. This may lead to additional staff training, changes to our procedures, improvements in communication with customers, or updates to how we plan and carry out removal jobs. By sharing feedback, you help us maintain and improve the quality of our service.

Fair Treatment and Confidentiality

All complaints are handled respectfully and confidentially. Your complaint will not affect any future bookings you choose to make with Man with Van Cheam. We will only share details of your complaint internally with staff who need the information to investigate and resolve the issue. Any personal data processed as part of the complaints process will be handled in line with our wider data protection practices.

Review of This Procedure

This Complaints Procedure is kept under regular review to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our services, feedback from customers, or developments in best practice across the removals industry. The version published on our website will always be the most current.

Man with Van Cheam appreciates all feedback, whether positive or negative, and we are committed to resolving complaints professionally and constructively.