Man With a Van Lee Complaints Procedure

Man With a Van Lee is committed to providing a reliable, careful and professional removal service. We recognise that, on occasion, things may not go to plan. When this happens, we want to hear about it so we can put matters right where possible and improve our service for the future.

Our commitment to you

We aim to handle all complaints fairly, consistently and promptly. Every complaint is taken seriously and reviewed by a responsible person within the business. We will always try to resolve issues informally first, but where this is not possible we have a clear and structured complaints procedure.

What is a complaint

A complaint is any expression of dissatisfaction about our service, whether justified or not, where you would like a response or resolution. This can relate to any aspect of your experience with Man With a Van Lee, including:

Conduct or attitude of team members on the day of your move.

Damage to property, belongings or access areas during loading, transport or unloading.

Delays, missed time slots or scheduling issues.

Quality of packing, loading or unloading services.

Disagreement about charges, quotations or additional costs.

Any other concern about the standard of our removal or man and van services.

Raising an issue informally

Where possible, we encourage you to raise any concerns as soon as you become aware of them, ideally on the day of service. Many issues can be resolved quickly by speaking with the team leader or coordinator responsible for your move. If you feel comfortable doing so, explain what has gone wrong and what you would like us to do to put it right. We will always do our best to find an immediate and practical solution.

Making a formal complaint

If your concern cannot be resolved informally, or you would prefer a more formal review, you can make a formal complaint. When submitting a complaint, please provide as much detail as possible, including:

Your full name and any reference details for your booking.

The date and location of the move or service.

A clear description of what happened and what you are unhappy about.

Details of any damage or loss, with photographs where available.

Any steps already taken to resolve the matter with our team.

Your preferred outcome or how you would like us to resolve the issue.

Time limits for complaints

To help us investigate effectively, we ask that you notify us of any issues as soon as reasonably possible. For physical damage to property or belongings, we request that you report this within 48 hours of the completion of the service where circumstances allow. We recognise that some issues may only become apparent later, and we will still consider complaints raised outside this period, but early notification improves the chances of a satisfactory resolution.

How we will handle your complaint

Once we receive your formal complaint, we will follow these steps:

Acknowledge receipt of your complaint and confirm that it is being investigated.

Review all relevant information, including booking records, messages, photographs and staff reports.

Where necessary, contact you to clarify points or request further details.

Consider what has happened in line with our service standards, terms and any commitments given at the time of booking.

Decide on an appropriate outcome and any remedial action we can reasonably take.

Response times

We aim to provide a full response to your complaint within 14 days of receiving all necessary information. If the matter is complex, involves third parties or requires a site visit, this may take longer. In such cases, we will keep you updated on progress and give you an estimated timeframe for completion.

Possible outcomes

Each complaint is assessed on its own facts. Depending on the circumstances, possible outcomes may include:

A clear explanation of what happened and why.

An apology where our service has fallen below the standard we aim to provide.

Practical steps to remedy the problem where this is possible.

A goodwill gesture where appropriate.

Guidance on how to prevent similar issues in future moves.

In some cases, we may conclude that we cannot uphold the complaint. Where this happens, we will explain our reasons in full.

If you remain dissatisfied

If you are not satisfied with our final response, you can ask for your complaint to be reviewed again by a senior member of our team, provided you can identify specific points you believe have not been fully considered. This internal review will focus on whether the complaint was handled fairly and whether the outcome is reasonable in light of the information available.

Use of information and privacy

Any information you provide in connection with a complaint will be handled respectfully and in accordance with our privacy practices. Details will only be shared internally with those who need them to investigate and resolve the issue, or externally where we are required to do so by law or where it is necessary to protect our legal rights.

Continuous improvement

We use the feedback gained from complaints and service concerns to review our procedures, staff training and operational methods. Themes and recurring issues are monitored so that we can improve the reliability and quality of our removals and man and van services for all customers.

Changes to this complaints procedure

Man With a Van Lee may update this complaints procedure from time to time to reflect changes in our services, legal requirements or best practice. The version published on our website will always be the most current, and will apply to any complaint made after the date of publication.