Man with Van Upton Complaints Procedure

Man with Van Upton aims to provide a reliable, professional and courteous removal 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 matters right and improve our service. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our Commitment to You

We take all complaints seriously and treat every concern as an opportunity to review and improve our removals and man and van services. Our key commitments are to handle your complaint promptly, fairly, and in a respectful manner. We will listen carefully, investigate thoroughly, and provide a clear response that explains our findings and any actions we will take.

We aim to resolve most issues informally and quickly. If your concern requires a more detailed review, we will follow the formal stages set out below.

What This Procedure Covers

This complaints procedure applies to all services offered by Man with Van Upton, including house moves, flat moves, student moves, small office relocations, and collection and delivery of items. You can use this procedure to complain about any aspect of our service, such as punctuality, conduct of staff, care of your belongings, communication, or how we have handled a previous concern.

This procedure does not cover matters that are already the subject of legal proceedings or insurance claims being handled by third parties. However, if you are unsure whether your concern is covered, you can still raise it with us and we will explain the most appropriate way forward.

Raising an Informal Concern

In many cases, issues can be resolved quickly by speaking with the team member you have been dealing with, preferably as soon as the problem arises. You can explain what has happened, why you are unhappy, and what you feel would be a reasonable outcome. Our team will do their best to address your concern on the spot or shortly afterwards.

If you are not satisfied with the response to your informal concern, or if you feel the issue is too serious to be handled informally, you may make a formal complaint using the steps below.

How to Make a Formal Complaint

To help us understand your complaint clearly and deal with it efficiently, please provide the following information when you contact us:

The date and approximate time of your move or service, the collection and delivery addresses, a description of what went wrong or why you are dissatisfied, details of any conversations you have already had with our staff about the issue, and what you would consider to be a fair resolution.

You should raise your formal complaint as soon as reasonably possible after the event, so that we can investigate while details are still clear and any evidence can be easily gathered.

How We Will Handle Your Complaint

Once we receive your formal complaint, we will acknowledge it and begin our investigation. We will review the information you have provided, speak with the staff involved, and consider any relevant records, such as booking details or job notes. Where necessary, we may contact you to clarify details or request further information.

We aim to provide a full response within a reasonable timeframe, taking into account the complexity of the issue. If we need more time to investigate, we will let you know and explain why. Our written response will set out the outcome of our investigation, any steps we have taken or propose to take, and the reasons for our decisions.

Possible Outcomes and Remedies

Depending on the nature of your complaint and our findings, possible outcomes may include an explanation or apology, steps to correct an error, a review of our procedures or staff training, or other appropriate remedies. If your complaint involves potential damage or loss of items, we will explain the process that applies, which may include consideration under our terms and conditions or referral to any relevant insurance arrangements where applicable.

Our aim is always to reach a fair and proportionate outcome that reflects the circumstances of your complaint and our responsibilities as a removal service provider.

If You Remain Dissatisfied

If you are not satisfied with our response, you may ask for your complaint to be reviewed. When doing so, please explain which parts of our response you disagree with and why, and provide any additional information you believe is relevant. We will then arrange for a further review, wherever possible by a person who was not directly involved in the original investigation.

Following this review, we will provide a final response that sets out our position and any further actions we can reasonably take. This will usually conclude our internal complaints process.

Your Responsibilities as a Customer

To help us deal with your complaint effectively, we ask that you provide information that is accurate, complete and presented in a respectful way. Aggressive, abusive or discriminatory behaviour towards our staff will not be tolerated and may result in us restricting how we communicate with you.

We also ask that you cooperate with any reasonable requests for further information, keep records such as photographs or notes where relevant, and raise your concerns as promptly as possible so that we can investigate while the events are still recent.

Using This Procedure for Service Improvement

Man with Van Upton uses feedback and complaints to continually improve our removals and man and van services. We regularly review complaints to identify patterns, training needs and opportunities to enhance how we plan moves, protect belongings, and communicate with customers before, during and after each job.

By following this procedure, you help us maintain and strengthen the quality of our service for customers across our operating area. We appreciate the time you take to raise any concerns and we are committed to handling every complaint with care and professionalism.