Complaints Procedure

Complaints Procedure for Man With a Van Holloway

This Complaints Procedure explains how customers can raise concerns about services provided by Man With a Van Holloway and how those concerns will be handled. Our aim is to resolve issues fairly, promptly and transparently, and to use feedback to improve our removal and man and van services.

Scope of this Complaints Procedure

This procedure applies to complaints relating to our man and van and removal services, including booking, pricing, conduct of staff, punctuality, handling and transport of goods, and after-service issues such as missing or damaged items. It does not cover employment or internal staff matters, or complaints relating to services provided by third parties arranged independently of us.

What Is a Complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not, where a response is explicitly or implicitly expected. Feedback that does not require a response may still be recorded, but will not always be treated as a formal complaint unless you ask us to do so.

How to Make a Complaint

You can make a complaint verbally or in writing. We encourage you to raise any concerns as soon as possible so we can address them quickly, ideally within seven days of the service date.

When you contact us, please provide:

Your full name and, where applicable, the name of the person who made the booking; The date and approximate time of the removal or man and van service; Pick-up and drop-off locations used for the service; A clear description of what went wrong and when it occurred; Any supporting information, such as inventory lists, photographs of damage, or written notes; Details of what outcome you are seeking, such as an explanation, apology, remedial work or compensation.

We may ask for further information if needed to understand the issue fully.

Initial Resolution

Many issues can be resolved informally at the time they occur or shortly afterwards. If you raise a concern with the driver or team on the day of the move, they will try to resolve the matter where it is safe and reasonable to do so. If the issue cannot be resolved on the day, or you are not satisfied with the response, you can raise a formal complaint under this procedure.

Acknowledgement of Your Complaint

Once we receive your complaint, we will record it and acknowledge receipt. Where the complaint is made in writing, we will aim to acknowledge it within three working days. If you raise your complaint verbally, we may confirm our understanding of your concerns and the next steps.

Investigation Process

Your complaint will be investigated by a person with appropriate authority who was not directly responsible for the issue complained of, wherever possible. The investigation may include:

Reviewing booking details, job sheets and any written communications; Speaking with the driver and any staff who attended the removal; Considering any photographs, video or other evidence provided; Checking relevant policies, procedures and terms and conditions; Assessing whether our service met our normal standards and contractual obligations.

We aim to carry out investigations promptly and objectively, giving you an opportunity to explain your concerns and provide additional information if needed.

Timescales for Response

We aim to provide a full response to most complaints within ten working days from acknowledgement. If your complaint is complex or requires more time, we will inform you of the reason for the delay and provide an estimated timeframe for completion of the investigation. We will keep you updated if there are significant changes to this timescale.

Our Response and Possible Outcomes

When we have completed our investigation, we will provide a clear response explaining:

What we have understood your complaint to be; What we have investigated and the evidence considered; Whether we uphold your complaint in full, in part, or not at all; Any actions we will take as a result.

Possible outcomes may include:

An explanation or clarification; An apology where we have fallen short of expected standards; Practical steps to remedy the issue where reasonably possible; A goodwill gesture where appropriate; Consideration of compensation in line with our terms and conditions and any applicable insurance cover.

Complaints About Loss or Damage

Where your complaint concerns loss of or damage to items during a removal, we may ask for additional information such as photographs, proof of value and inventories. You may also be required to show that items were in good condition before the move. Our liability will be assessed in line with our terms and conditions and any applicable insurance arrangements. You should notify us of any such issues as soon as you become aware of them to allow a proper assessment.

Escalation if You Are Not Satisfied

If you are not satisfied with the outcome of your complaint, you may ask for the decision to be reviewed. In your escalation request, please explain why you disagree with the outcome and provide any additional information you consider relevant.

A more senior member of our team will review the original investigation, the evidence considered and the decision reached. They may decide to uphold the original decision, change it, or request further investigation. We will aim to provide an escalated response within ten working days of receiving your request for review, or we will explain if more time is required.

Recording and Using Complaints

We record complaints and their outcomes to monitor our performance and identify areas where we can improve our man and van and removal services. Trends or recurring issues may lead to additional staff training, changes to procedures or updates to our terms and conditions.

Confidentiality and Data Protection

Information provided in connection with a complaint will be treated sensitively and only shared with those who need it to investigate and respond. We handle all personal information in accordance with applicable data protection laws and our internal policies.

Review of this Procedure

This Complaints Procedure is reviewed periodically to ensure it remains fair, clear and effective for customers using our removal and man and van services. We reserve the right to amend the procedure where necessary, and any updated version will apply to new complaints from the date of publication.