Complaints Procedure for Man with Van Blackfen

This complaints procedure explains how Man with Van Blackfen manages and resolves concerns about our man and van and removals services. We aim to provide a straightforward and fair process that gives customers confidence that any issues will be taken seriously, investigated properly and used to improve our service.

Our Commitment to Handling Complaints

We understand that moving belongings, furniture and household items is important and sometimes time-sensitive. If something goes wrong, we want to know about it so that we can put things right where possible and prevent similar issues in future. We are committed to treating every complaint with respect, care and professionalism, whether it relates to domestic moves, office removals, single item transport or local van services.

We will always aim to:

Listen carefully to your concerns and understand what has happened from your point of view.

Respond in a timely manner with clear and honest communication.

Investigate the facts thoroughly and objectively.

Offer a fair outcome in line with our terms and conditions and any relevant laws.

Use feedback from complaints to review and improve our services and procedures.

Who Can Make a Complaint

Any customer who has booked or received services from Man with Van Blackfen can make a complaint. This includes individuals, families, landlords, tenants, students, businesses and organisations that have used our man and van or removal services.

A complaint can be raised by the person who booked the service or by an authorised representative, for example a family member or colleague involved with the move, as long as they can provide enough information about the booking and what has occurred.

What You Can Complain About

You can complain about any aspect of our service, including but not limited to:

Booking and scheduling of removal or man and van services.

Arrival times, delays or cancellations.

Conduct, attitude or behaviour of our drivers, porters or representatives.

Handling and care of your furniture, boxes and personal belongings.

Damage or potential damage to property or items during loading, transport or unloading.

Charges, estimates, invoices or how pricing has been explained.

Communication before, during or after the move.

If you are unsure whether an issue can be treated as a complaint, you are still encouraged to contact us so that we can discuss it with you.

How to Make a Complaint

We recommend that complaints are made in writing so that we have a clear record of the details. Please provide as much information as possible, including:

Your full name and the name of the person who made the booking, if different.

The date and time of the service and the collection and delivery addresses.

A description of the service booked, for example house move, flat move, office removal or item collection.

A clear description of what went wrong and when it happened.

Details of any damage, missing items or other specific issues.

Any relevant reference or booking numbers, if available.

What outcome you are seeking, for example an explanation, apology, corrective action or consideration of compensation in line with our terms.

You may also raise an initial complaint verbally, but we may ask you to confirm the details in writing so that we can investigate properly.

Time Limits for Making a Complaint

To help us investigate effectively, we ask that you raise any complaint as soon as reasonably possible after the removal or man and van service has taken place. Where a complaint relates to loss or damage of items, we may set specific timeframes for reporting this, which will be explained in our terms and conditions. Reporting issues promptly makes it easier for us to review the circumstances and find a fair resolution.

Our Complaints Handling Stages

Stage one: Initial response. Once we receive your complaint, we will acknowledge it and confirm that it is being reviewed. We will usually ask for any extra details we need to understand the situation fully.

Stage two: Investigation. We will investigate your complaint by reviewing booking records, job notes, photographs where relevant and any communication that took place. We may also speak to the staff members involved so that we can consider all sides of the situation.

Stage three: Outcome. When our investigation is complete, we will provide you with a response explaining our findings and our proposed resolution. This may include an explanation, an apology where appropriate, details of any corrective actions and, where justified and covered by our terms, consideration of financial remedies.

We aim to deal with complaints efficiently, but some cases may require more time depending on their complexity. Where this is the case, we will keep you updated on progress and expected timescales.

Possible Outcomes and Remedies

Our goal is to reach a fair outcome that reflects what actually happened and is consistent with our terms and conditions and any legal obligations. Depending on the circumstances, possible outcomes may include:

A clear explanation of what occurred and why.

A written or verbal apology.

Corrective action, such as addressing staff training or updating internal procedures.

Consideration of a refund, part refund or other financial remedy where appropriate and where supported by our contractual commitments and any applicable insurance cover.

Where damage or loss is involved, any remedy offered will be guided by our terms and conditions, the declared value of items and any limits of liability associated with the service that was booked.

Escalating Your Complaint

If you are not satisfied with the outcome at the first stage, you may ask for your complaint to be reviewed at a higher level within Man with Van Blackfen. In doing so, please explain why you remain unhappy and what further resolution you are seeking. We will then re-examine the case, including any additional information you provide, and offer a final position.

Data Protection and Confidentiality

All complaints will be handled in line with our data protection responsibilities. Information you provide will be used only for managing and resolving your complaint and for reviewing and improving our services. We will keep records of complaints securely and will not share your personal information with third parties unless we are legally required to do so.

Using Complaints to Improve Our Service

Every complaint is an opportunity for us to review how we operate and how we support customers using our local removal and man and van services. We regularly review feedback and complaint outcomes to identify patterns, improve staff training and refine our processes. Our intention is to provide reliable, careful and professional moves for households and businesses, and a clear complaints procedure helps us maintain and improve the standards you expect when choosing Man with Van Blackfen.