Man with Van Stockwell Complaints Procedure

Man with Van Stockwell is committed to providing a reliable and professional removal service. We recognise that, despite our best efforts, issues may sometimes arise. 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 aim to resolve all complaints fairly, promptly, and in a way that is clear and transparent. Every complaint is taken seriously, whether it relates to the booking process, packing, loading and unloading, transport, conduct of staff, timings, or any aspect of our removal and man and van services.

We use feedback and complaints to improve our operations, staff training, and customer communications across the areas we serve.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This can include, but is not limited to:

Concerns about how a move or delivery was carried out, including punctuality, handling of items, or adherence to the agreed schedule. Issues with conduct, attitude, or professionalism of our team members. Disputes over charges, quotations, or the scope of work. Concerns about damage, loss of items, or how claims are handled. Problems with communication before, during, or after your move.

You do not need to use any special form or wording to make a complaint. If you are unhappy, we want to hear from you.

How to Make a Complaint

You can make a complaint in writing or verbally. While we will accept complaints made in any reasonable manner, we recommend that you put your complaint in writing wherever possible. Providing clear details helps us investigate and respond accurately.

When submitting a complaint, please include: Your full name and any reference details related to your booking. The date and location of the service. A clear description of what went wrong and when it happened. Any supporting information, such as inventory lists, photographs of damage, or copies of relevant documents. Any steps you have already taken to raise the issue with our team on the day of the move.

If you raise your concern during or immediately after the service, our team will try to resolve it on the spot. If this is not possible or you remain dissatisfied, the complaint will be escalated and handled in line with this procedure.

Time Limits for Raising a Complaint

To help us investigate effectively, we ask that you raise any complaint as soon as possible after the event. For concerns relating to damage or loss of items, we ask that you notify us as soon as you become aware of the issue. While we will consider complaints raised later, delayed notification may affect what we can reasonably verify.

How We Handle Your Complaint

Once we receive your complaint, the process will usually follow these steps:

Acknowledgement: We will acknowledge your complaint and confirm that it is being reviewed. Initial Review: We will review the details you have provided, check relevant records, and, if needed, speak to the team members involved. Investigation: For more complex issues, we may ask you for further information or clarification so we can fully understand what happened. Response: We will provide a written response setting out our findings, any action we propose to take, and the reasons for our decision.

We aim to provide a full response within a reasonable time. If the matter is complex and we need more time, we will let you know and keep you updated on progress.

Possible Outcomes

Depending on the nature and outcome of the investigation, we may:

Offer an explanation or clarification. Provide an apology where we have fallen short of our standards. Take corrective action, such as additional training for staff or changes to our procedures. Where appropriate and in line with our terms and conditions, offer a remedy such as a goodwill gesture or settlement relating to damage or service failures.

Any resolution will be based on the circumstances of your case, the evidence available, and the terms under which the service was provided.

If You Are Not Satisfied with the Outcome

If you are unhappy with the response to your complaint, you may request a further review. In your request, please explain why you remain dissatisfied and highlight any points you feel have not been considered.

We will arrange for the complaint to be reviewed at a higher level within the business, where possible by someone who was not involved in the original handling of the issue. Following this review, we will provide you with a final response outlining our position.

Complaints Relating to Damage or Loss

Where your complaint concerns alleged damage or loss of items during a removal or transport service, it is important that you:

Check your items as soon as reasonably possible after delivery. Keep any damaged items and packaging for inspection, where relevant. Provide clear photographs showing the damage and any relevant details, such as labels or serial numbers.

All claims relating to damage or loss are handled in accordance with our terms and conditions, which set out the extent of our responsibilities, limitations, and any applicable time limits or exclusions. This complaints procedure does not replace or override those terms, but sets out how we will communicate and work with you when a concern is raised.

Using Feedback to Improve Our Service

We value all feedback, including complaints, as it helps us understand how our removal and man and van services are experienced by customers in practice. We regularly review complaints to identify trends, recurring issues, or areas where communication can be clearer. This supports ongoing improvements to our booking processes, job planning, staff training, and service delivery.

Policy Review

This complaints procedure is reviewed periodically to ensure it remains clear, fair, and effective. Any changes will apply to complaints raised after the updated procedure comes into effect. The version on this page is the current procedure for handling complaints about Man with Van Stockwell services.

If you have any questions about this complaints procedure or how it applies to your situation, you can contact us and we will be happy to explain it in more detail.