Man with Van Lamorbey Complaints Procedure

Man with Van Lamorbey is committed to providing a reliable and professional man and van and removals service. We recognise that occasionally things may not go as planned. When this happens, we want to know about it so we can put things right, improve our service, and maintain customer confidence. This complaints procedure explains how you can raise a concern, how we will deal with it, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this complaints procedure is to provide a clear and fair process for customers who are dissatisfied with any aspect of our service. This includes home moves, office moves, furniture transport, packing assistance, loading and unloading, or any other removal-related service carried out by Man with Van Lamorbey.

This procedure applies to all customers who have booked directly with us. It covers issues such as service quality, delays, conduct of our staff, handling of goods, and communication before, during, or after your move.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, where you would like us to review what has happened and provide a response. Examples may include:

Service not delivered as agreed in the booking confirmation

Concerns about the care taken with your belongings during loading, transport, or unloading

Unreasonable delays or missed arrival times without explanation

Behaviour, attitude, or conduct of our drivers, porters, or customer support staff

Disputes regarding charges or clarity of pricing for your removal service

This procedure is not intended for queries or simple requests for information, which can usually be resolved quickly through our normal customer contact channels.

How to Make a Complaint

You can raise a complaint in writing or verbally. We encourage written complaints wherever possible, as this helps ensure we fully understand the issue and can investigate it thoroughly.

When submitting your complaint, please include:

Your full name

The date of your move or booking

The service you booked, such as home move, flat move, student move, or man and van transport

A clear description of what went wrong and when it happened

Any relevant details, such as inventory items, timings, or discussions with staff

What outcome you are seeking, for example an explanation, apology, or review of charges

Providing as much detail as possible helps us assess your complaint accurately and respond promptly.

Our Complaints Handling Stages

Stage One: Initial Review

Once we receive your complaint, we will log it and carry out an initial review. We aim to acknowledge your complaint within a reasonable timeframe. During this stage, we may contact you to clarify any points and to ensure we understand the issue from your perspective.

Where possible, we will seek to resolve straightforward issues quickly at this stage, for example by providing an explanation, correcting an error, or agreeing a practical solution for minor service concerns.

Stage Two: Detailed Investigation

If your complaint cannot be resolved at Stage One, or if it raises more serious concerns such as alleged damage, significant delay, or disputes about service delivery, we will conduct a more detailed investigation.

This may involve:

Reviewing your booking details, inventory, and any agreed terms for your move

Speaking to the driver or team members who carried out your job

Reviewing any notes taken on the day of the removal

Considering any photographs, condition reports, or other evidence you provide

We aim to complete our investigation within a reasonable period. If the investigation is likely to take longer, we will let you know and provide an updated timescale.

Stage Three: Response and Outcome

Once our investigation is complete, we will provide you with a clear response setting out:

A summary of your complaint

The findings of our investigation

Any action we propose to take

Our position on liability where damage or loss is alleged and falls within any agreed terms

Where we are at fault, we will aim to offer a fair resolution. This may include an apology, a service remedy such as a revisit where appropriate, or financial remedy in line with any applicable terms and limitations discussed at the time of booking.

Time Limits for Raising a Complaint

To help us investigate effectively, we ask that complaints are raised as soon as reasonably possible after the issue arises. For damage or loss concerns relating to transported items, you should notify us as soon as you become aware of the problem, ideally on the day of the move or shortly afterwards. Delayed reporting can make it more difficult to establish the cause and assess responsibility.

Fairness and Confidentiality

All complaints are handled fairly and without discrimination. Your complaint will be treated seriously, and our team will remain professional and courteous at all times. We ask that you also treat our staff with respect while your complaint is being considered.

Information you provide during the complaints process will be handled confidentially and used only for the purpose of investigating and resolving your complaint, except where we are required by law to disclose it.

Using Complaints to Improve Our Service

We value feedback, including complaints, as an important part of improving our moving and transport services. Where our investigation highlights areas for improvement, we may provide additional training, adjust our procedures, or review how we plan, schedule, and manage moves to avoid similar issues in future.

Further Queries About This Procedure

If you have any questions about how this complaints procedure works, or if you are unsure whether your concern should be treated as a complaint or a general query, you can contact us for guidance. We will be happy to explain the process and help you decide the best way to raise your concerns about our man and van or removals services.