Complaints Procedure

Man with Van Loxford Complaints Procedure

Man with Van Loxford is committed to providing a reliable, professional and respectful removal service for household and business customers. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and the standards you can expect from us throughout the process.

Our Commitment to You

We aim to handle every complaint fairly, promptly and in a transparent manner. We use feedback to improve our services, from local moves to larger removal projects. You will never be charged for making a complaint, and raising a concern will not affect any ongoing or future bookings you may have with us.

What This Complaints Procedure Covers

This procedure applies to any dissatisfaction with our removal and delivery services, including but not limited to loading and unloading, transport of goods, punctuality, conduct of staff, condition of vehicles, and communication before, during or after a move. It can also be used for concerns about lost or damaged items, delays, or issues with invoices and quotations.

Who Can Make a Complaint

Any customer who has used, or attempted to use, Man with Van Loxford services may make a complaint. A complaint can also be made by someone acting on your behalf, provided they have your consent to do so.

How to Make a Complaint

You can raise a complaint in writing or verbally. We encourage you to provide as much detail as possible so that we can investigate thoroughly. Please include:

The date of the move or booking, the collection and delivery locations, a clear description of what went wrong, details of any conversations already held with our team, and what outcome you are seeking, for example an explanation, apology, or review of charges. If relevant, please keep any supporting evidence such as photographs of damage, packing lists, or copies of written quotes and invoices, as we may ask for these during the investigation.

Time Limits for Raising a Complaint

We recommend that you raise your complaint as soon as you become aware of the issue, as this gives us the best opportunity to understand what happened. For physical loss or damage to items, it is helpful if you notify us as soon as reasonably practical following the move. However, we will still consider complaints raised later, and will explain if any time limits impact what we can do.

Stage One: Initial Response

Once your complaint is received, we will log it and assign it to an appropriate member of our team. We aim to acknowledge your complaint within a reasonable timeframe. In our acknowledgment, we will confirm that we have received your complaint, provide the name or role of the person responsible for handling it, outline the next steps and, where possible, provide an estimate of how long our investigation is expected to take.

Stage Two: Investigation

The assigned handler will review all available information, which may include contacting you to clarify details, speaking with the crew members involved, reviewing schedules, job sheets and any photographic evidence, checking booking records, terms agreed and any notes from previous communications. We aim to complete our investigation within a practical timescale. If, for any reason, we expect a delay, we will let you know and explain why.

Stage Three: Outcome and Resolution

After investigating, we will provide you with a clear written or verbal response. This will usually include a summary of your complaint, what we have found as a result of our investigation, any action we have taken or propose to take, and our final position on the matter. Possible outcomes may include an apology and explanation, corrective action to put things right where reasonably possible, service improvements to prevent similar issues occurring, or, where appropriate and in line with our terms and conditions, consideration of compensation for proven loss or damage. If you are satisfied with the outcome, we will close the complaint and record the case for internal review and training.

If You Are Not Satisfied with the Outcome

If, after receiving our response, you feel that your complaint has not been handled fairly or thoroughly, you may request that it is reviewed by a more senior member of our team. When requesting a review, please explain why you are dissatisfied with the initial outcome and what you would like us to reconsider. The senior reviewer will look at the handling of your complaint, the evidence considered, and the conclusion reached. They may uphold the original decision, change the decision, or recommend further action. We will inform you of the result of this review and the reasons for our decision.

Respectful Behaviour and Fair Use

We are committed to treating every customer with courtesy and respect, and we ask the same in return for our staff. We understand that moving can be stressful, especially when problems occur, but abusive or threatening behaviour will not be tolerated and may result in us limiting or ending communication. We will still consider the substance of any complaint raised, but we may manage contact in a way that protects our team.

Using Complaints to Improve Our Service

All complaints are recorded and reviewed regularly to identify trends and areas for improvement in our local and wider removal operations. This may lead to additional staff training, updates to our procedures, improvements in communication, or changes to how we plan and conduct moves. By raising concerns, you help us maintain and improve the quality of service offered by Man with Van Loxford.

Updates to This Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our business practices, customer expectations or applicable guidance. Any changes will take effect when the updated procedure is published. We recommend that you review this page periodically so that you remain informed about how we handle complaints.

If you have any concerns about a past or upcoming removal with Man with Van Loxford, we encourage you to let us know so that we can work with you to resolve the matter as quickly and fairly as possible.