Complaints Procedure

Man with Van Millbank Complaints Procedure

Man with Van Millbank aims to provide a reliable, professional removal and transport service for every customer. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right, learn from the experience, and improve our services. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us throughout the process.

Our Commitment to You

We are committed to dealing with all complaints fairly, consistently, and promptly. Every complaint is taken seriously, regardless of its nature or value, and is treated with respect and confidentiality. Our goals are to understand what has happened, to explain our findings clearly, and, where appropriate, to agree on a fair resolution with you.

What This Procedure Covers

This procedure applies to all services provided by Man with Van Millbank, including local and longer-distance removals, small moves, man and van hire, loading and unloading, and transport of goods. It covers issues such as service quality, conduct of staff or drivers, timing and reliability, handling of belongings, and administration or billing concerns.

Raising a Concern Informally

If something goes wrong during your move or transport job, we encourage you to raise it with us as soon as possible, ideally on the day of service. In many cases, issues can be resolved quickly and informally by discussing them with the driver or the coordinator who arranged your booking. Early communication can help prevent misunderstandings and allow us to correct problems promptly.

Making a Formal Complaint

If you are not satisfied with the informal response, or if the issue is more serious, you can make a formal complaint. Please set out your complaint clearly and include the following information so that we can investigate efficiently:

your full name and contact details
your booking reference or the date and time of the service
a description of what went wrong and when it occurred
details of any damage, loss, delay, or other specific concern
any steps already taken to resolve the matter and the outcome
what you would consider to be a fair resolution

You should submit your complaint in writing so that we have a clear record of the issues you have raised. Complaints should be made as soon as reasonably possible, and ideally within seven days of the service taking place, particularly where damage or loss is involved.

How We Handle Your Complaint

Once we receive your complaint, we will follow a structured process to ensure it is handled thoroughly and fairly.

Acknowledgement: We will acknowledge receipt of your complaint within five working days. If any further information is needed to understand the issue fully, we will let you know at this stage.

Investigation: We will review your booking details, speak with the team members involved, and assess any relevant notes, photographs, or other evidence. Where the complaint concerns damage or loss, we may request photographs, descriptions of the items, and any supporting documents you consider relevant.

Assessment: We will consider whether the service provided met our standards and contractual obligations. We will review the circumstances carefully, taking into account the terms agreed before the move and the practical conditions on the day of service.

Response: We aim to provide a full written response to your complaint within twenty working days of acknowledgement. If, due to the complexity of the matter, more time is needed, we will inform you and provide a revised timescale.

Possible Outcomes and Remedies

Following our investigation, we will explain our findings and any decisions in clear and straightforward language. Depending on the outcome, potential remedies may include:

an explanation of what happened and why
a sincere apology, where we have fallen short of our standards
corrective action, such as a return visit or re-performance of certain tasks where feasible
a goodwill gesture, where appropriate
consideration of compensation or contribution towards damage, subject to our terms and conditions and any agreed limits of liability

Any offer of remedy will take into account the specific circumstances, the value and nature of the items involved, and the responsibilities set out in our service agreement and booking terms.

Damage, Loss, and Time Limits

If your complaint involves damage to property or belongings, or loss of items, it is important that you notify us as soon as possible. Ideally, this should be done on the day of the move or within a short period afterwards, so that evidence can be gathered while events are still recent. You may be asked to provide photographs and descriptions of the condition of items before and after the move, as well as proof of purchase or approximate value where relevant.

Our liability for damage or loss is governed by our terms and conditions, which may include limitations and exclusions. These are made available at the time of booking and form part of the agreement between you and Man with Van Millbank. This complaints procedure does not replace or override those terms but works alongside them to provide a fair and transparent process.

Escalating Your Complaint

If you are not satisfied with the outcome of your complaint, you can ask for it to be reviewed. When requesting a review, please explain why you disagree with the decision and specify any information that you feel has not been considered. We will then arrange for a more senior member of our team, who was not directly involved in the original handling of your complaint, to reassess the matter. Following this review, we will provide you with a final written response.

Using Feedback to Improve Our Service

Every complaint, whether upheld or not, is an opportunity for us to learn and improve our removal services. We regularly review complaints to identify patterns, recurring concerns, or areas where additional training or changes to procedures may be required. This ongoing review helps us offer a more reliable and efficient man and van service for all customers.

Privacy and Data Protection

All complaints are handled in line with our obligations regarding privacy and data protection. The information you provide will be used only for the purpose of handling your complaint, improving our services, and meeting any legal or regulatory requirements. We will keep records of complaints and outcomes for an appropriate period, after which they will be securely deleted or anonymised.

Contacting Man with Van Millbank

If you wish to raise a concern or make a formal complaint about any aspect of our removal or transport service, please contact us using the usual contact details provided at the time of booking or on our main information pages. When you contact us, please clearly state that you are making a complaint so that it can be directed to the appropriate person for prompt handling.