Complaints Procedure
Complaints Procedure for Man with Van Shirley
Man with Van Shirley is committed to delivering a reliable and respectful removal and transport service. We understand that occasionally things may not go as planned, and we take all concerns and complaints seriously. This complaints procedure explains how you can raise an issue with us and how we will respond.
Our Commitment to You
We aim to provide a clear, fair, and timely process for resolving complaints. When you contact us with a concern, we will treat you politely, listen carefully, and work to put things right wherever possible. We value feedback because it helps us improve the quality and consistency of our removal services.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, including man and van moves, house or flat removals, office moves, or delivery and collection work. This can include, for example:
Service not delivered as agreed or expected.
Delays, cancellations, or poor communication.
Damage to property or possessions during a move.
Concerns about staff behaviour or professionalism.
Issues with pricing, invoicing, or quoted work.
You do not need to use the word complaint for us to treat your concern as one. If you are unhappy and want us to respond, we will handle it under this procedure.
How to Make a Complaint
You can make a complaint in writing or verbally. Please provide as much detail as possible so we can investigate thoroughly. It is helpful if you include the following information:
Your full name and preferred method for us to contact you.
The date and approximate time of the job or booking.
The address or locations involved in the move or collection.
A clear description of what went wrong and how it affected you.
Any steps already taken to resolve the issue, if applicable.
Any supporting information you wish to share, such as photos of damage or copies of paperwork, can also help us review your case more effectively.
Initial Resolution
Where possible, we encourage you to raise any concerns as soon as they arise, ideally on the day of the move or service. In many cases, our team can resolve straightforward issues quickly at the time, such as clarifying arrangements, adjusting how items are handled, or resolving misunderstandings about the service.
If your concern cannot be resolved immediately, or if you feel uncomfortable raising it with the crew on the day, you can use our formal complaints process as set out below.
Stage One: Formal Complaint Review
Once your complaint is received, we will acknowledge it within a reasonable timeframe. During the initial review, we will:
Record your complaint in our internal log.
Check the details of the booking and service provided.
Speak to any team members involved, where relevant.
Review any photos, documents, or messages related to the incident.
We will aim to provide a full response within a reasonable period, taking into account the complexity of your complaint. If we need more time to investigate, we will let you know and explain why.
Our Response and Possible Outcomes
After completing our investigation, we will share our findings with you. Our response will set out:
What we have understood about your complaint.
What we have found during our review.
Any steps we have taken or plan to take to address the issue.
Any offer of corrective action, where appropriate.
We will always aim to resolve complaints in a fair and reasonable way. Depending on the situation, this may involve an apology, corrective work, a review of our procedures, staff training, or other practical steps. Where claims relate to damage or loss, we will consider them in line with our terms and conditions and any applicable limitations.
Stage Two: Escalation and Further Review
If you are not satisfied with the outcome of the first review, you can ask for your complaint to be reconsidered. When requesting an escalation, please explain why you disagree with the original response and what outcome you are seeking.
On escalation, a different person or a more senior member of our team will review your complaint, the initial investigation, and the response already given. They may contact you for more information or clarification. Once the review is complete, you will receive a final response setting out our position.
Time Limits for Raising Complaints
We encourage you to raise complaints as soon as possible after the event so that we can investigate while details are still fresh and any evidence is easier to obtain. For issues such as damage, it is especially important to tell us promptly so that we can assess the situation and discuss the next steps with you.
Respectful Communication
We will always treat you with respect and courtesy, and we expect the same from anyone making a complaint. We understand that moving can be stressful, and that problems can be frustrating, but abusive or threatening behaviour towards our staff will not be accepted. In extreme cases we may limit the way in which we communicate with you if behaviour becomes unreasonable.
Using Feedback to Improve Our Services
Every complaint, whether minor or serious, is an opportunity for us to review how we work. We regularly assess complaint themes and trends to identify areas where we can improve our moving and transport services, training, and communication. This helps us to reduce the likelihood of similar issues occurring in the future and to maintain a dependable service for all customers.
Updates to This Procedure
We may update this complaints procedure from time to time to reflect changes in our services, operational practices, or legal requirements. The version published here will always be the most current and will apply to any complaint raised at that time.
