Man with Van Gallows Corner Complaints Procedure

This complaints procedure explains how Man with Van Gallows Corner handles concerns and complaints about our man and van and removal services. We aim to provide a reliable, professional service for every customer, and we take any expression of dissatisfaction seriously. Our goal is always to put things right where we can and to learn from feedback to improve our service.

Our Commitment to You

We understand that moving home or premises can be stressful. If something goes wrong, you should know exactly how to raise it and what to expect from us. We are committed to:

Listening carefully to your concerns, treating every complaint fairly and with respect, investigating issues promptly and thoroughly, explaining our findings and decisions clearly, and using complaints to improve our removals and transport services.

What This Procedure Covers

This procedure applies to complaints related to our man and van and removal operations, including but not limited to collection and delivery of goods, punctuality and reliability of our teams, care taken with belongings during loading, transport and unloading, conduct and professionalism of drivers and porters, accuracy of quotes and information provided before booking, invoicing and charges associated with your move, and after-move issues such as missing or damaged items reported in line with our terms.

This procedure does not cover matters that are already the subject of legal action or insurance claims being handled solely by an external insurer, or issues outside our control such as severe weather, road closures, or actions of third parties. However, we will still review such situations to see whether our response could have been better.

Raising a Concern Informally

Many issues can be resolved quickly by speaking with us as soon as a problem arises. If you experience a concern during your move, please raise it with the team on the day where possible. This gives us the best opportunity to put things right immediately, such as adjusting how items are handled, clarifying agreed work, or addressing any misunderstanding about timings or access.

If your concern arises after the move, you can contact us to explain what happened and what outcome you are seeking. In many cases, we can resolve the issue at this early stage without the need for a formal complaint.

Making a Formal Complaint

If you are not satisfied with the outcome of an informal discussion, or if the issue is serious, you may make a formal complaint. To help us investigate effectively, please provide the following information:

Your full name and the address relating to the move, the date and approximate time of the removal or man and van service, a clear description of what went wrong, including key events and any people involved, details of any loss or damage you believe occurred, and any supporting information you wish to share, such as photographs, inventories, or written notes.

Please submit your complaint in writing so that we have a clear record of your concerns and can respond in a structured way.

How We Handle Your Complaint

Once we receive your formal complaint, we will log it in our system and begin our investigation. We will:

Acknowledge your complaint within a reasonable timeframe, review your description of events alongside our booking records, job sheets and any internal notes, speak with the team members involved where appropriate, assess any evidence you provide, such as photographs or lists of items, and consider what should reasonably have happened under our service standards and terms.

We aim to complete our investigation and provide a full response within a reasonable period, depending on the complexity of the issue. If we need more time, we will let you know and explain why.

Our Response and Possible Outcomes

Following our investigation, we will send you a written response that will include a summary of your complaint and the issues raised, the outcome of our investigation and any relevant findings, our decision on whether we believe the complaint is upheld in full, in part or not upheld, and details of any proposed remedy where appropriate.

Possible outcomes may include an explanation or clarification of what happened, an apology where we have fallen short of our standards, practical steps to put matters right where this is possible, and, where appropriate and in line with our terms, a goodwill gesture or other remedy.

If You Remain Dissatisfied

If you are not satisfied with our final response, you may write to us again, explaining why you disagree with our findings or decision, and providing any new information you believe is relevant. We will review your comments and consider whether further investigation or clarification is required. Once this review is complete, we will send you our final position on the matter.

Where your concern relates to potential insurance claims for loss or damage, any additional options or external routes available to you will depend on the terms of cover in place at the time of your move.

Time Limits for Making a Complaint

We encourage customers to raise any issues as soon as possible, as this makes investigation easier and typically leads to quicker resolutions. Certain types of complaints, especially those involving potential damage or missing items, may need to be raised within specific timescales as set out in our general terms and conditions. Please refer to those terms that apply to your booking for full details.

How We Use Complaints to Improve

All complaints are reviewed to identify any patterns or recurring issues. Where appropriate, we may update our training for drivers and porters, adjust our booking and communication processes, review packing and loading practices to reduce risk of damage, and refine our time estimates and scheduling procedures. By doing this, we aim to improve the experience for all customers using our man and van and removal services.

Respect and Fair Treatment

We ask that all complaints are made respectfully. Our team will always treat you courteously and will not tolerate abusive, threatening or discriminatory behaviour. Equally, we are committed to treating every customer fairly, without discrimination, and to dealing with each complaint on its own facts and merits.

This complaints procedure is intended to give you clear information on how Man with Van Gallows Corner will respond if something goes wrong. We value your feedback and will do our best to resolve any concern in a fair and reasonable way.