Man with Van Colyers Complaints Procedure

Man with Van Colyers aims to provide a professional, reliable and friendly removal service for every customer. We recognise that, on occasion, things may not go to plan. When this happens, we want to know about it so we can put matters right where possible and improve our services for the future. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we will work with you to reach a fair outcome.

Scope of this complaints procedure

This procedure applies to all customers who use Man with Van Colyers for removals, man and van, collection and delivery, packing, loading, unloading or related services. It covers complaints about the standard of service, the conduct of our team, the accuracy of information given to you, and any concerns about how your move or delivery was handled.

This procedure does not cover routine queries, booking changes, or requests for quotations. Those should be directed to our customer service team through the usual contact methods. If a query or concern cannot be resolved informally, it can be escalated under this complaints procedure.

Our commitment to you

When you raise a complaint with Man with Van Colyers, we are committed to handling it promptly, fairly and transparently. We will:

Listen carefully to your concerns and treat you with respect at all times.

Acknowledge your complaint and explain the next steps clearly.

Investigate the matter thoroughly and objectively, speaking to any team members involved and reviewing relevant information such as booking details, job sheets or photographs.

Keep you informed of our progress and provide a considered response within reasonable timeframes.

Offer a clear explanation of our findings, together with any proposed resolution or remedial action.

Step 1: Raising an initial complaint

If you are unhappy with any aspect of our removal or man and van service, please raise your concern as soon as possible, ideally within a short time after the service has taken place. Providing details promptly helps us investigate effectively and, where possible, take immediate steps to address the issue.

When submitting your complaint, please include:

Your full name and, where applicable, the name of the person who made the booking.

The date and approximate time of the job and the collection and delivery locations.

A clear description of what went wrong or why you are dissatisfied.

Any relevant information that may help our review, such as inventory notes, photographs of alleged damage, or copies of written communication with our team.

Your preferred outcome or how you would like us to resolve the matter, where this is known.

Step 2: Acknowledgement and initial review

Once we receive your complaint, we will acknowledge it within a reasonable period. In this acknowledgement, we will confirm that your complaint has been logged and advise you of the next steps in the process. We may also request further information or clarification where necessary to understand the matter fully.

We will then carry out an initial review of the complaint. This may include checking your booking details, reviewing any relevant documentation, and speaking to the driver or removal team involved. If the issue can be resolved quickly at this stage, we will aim to do so and explain our proposed resolution clearly.

Step 3: Detailed investigation

If your complaint is more complex or cannot be resolved during the initial review, it will be escalated for a more detailed investigation. This investigation may include:

Gathering statements from the team members who attended the job.

Reviewing any job reports, schedules, photographs or notes captured on the day.

Checking any agreed terms and conditions relating to your removal or transport service.

Assessing the extent of any alleged loss or damage and considering any relevant evidence you provide.

During this stage, we may contact you to ask further questions or to clarify particular points. This helps ensure that our understanding of the events is accurate and complete.

Step 4: Outcome and response

After completing our investigation, we will provide a written response setting out:

A summary of your complaint and the issues you raised.

Details of the steps we took to investigate the matter.

Our findings and conclusions based on the available information.

Any proposed resolution, which may include an apology, corrective work, a goodwill gesture or other appropriate action.

We aim to reach and communicate an outcome within a reasonable timeframe. If, for any reason, there is a delay to this timescale, we will keep you updated on our progress and let you know when you can expect a full response.

Step 5: Further review

If you are not satisfied with the outcome of your complaint, you may request a further review. In this case, your complaint and our response will be reconsidered, ideally by a senior member of the team who was not directly involved in the original investigation.

During the further review, we will reassess the evidence, consider any additional information you wish to provide, and check that our original decision was fair, consistent with our policies, and proportionate. Following this review, we will issue a final response explaining whether our original decision is upheld or amended and why.

Time limits for complaints

To help us investigate effectively, we ask that complaints are raised as soon as possible and usually no later than a reasonable period after the service was provided. Complaints raised much later can be more difficult to assess objectively, particularly where evidence or records are limited. However, we will always do our best to consider your concerns and will explain clearly if any time-related limitations affect what we can do.

Using complaints to improve our service

Man with Van Colyers values all feedback, including complaints, as an important tool for improving our removals and man and van services. We regularly review the complaints we receive to identify any recurring issues or areas where our processes, training or communication can be strengthened. Where appropriate, we may adjust our procedures, provide additional staff training or update our information for customers to prevent similar problems arising in the future.

Respectful communication

We understand that moving home or transporting belongings can be stressful, and that problems can be frustrating. We are committed to handling every complaint calmly and respectfully, and we ask that customers communicate with our team in the same spirit. Abuse, harassment or threatening behaviour towards our staff will not be tolerated and may result in us ceasing communication or, where appropriate, referring the matter to the relevant authorities.

Continual review of this procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective for our customers. Man with Van Colyers may update the procedure from time to time to reflect changes in our operations, industry standards or applicable guidance. The most current version will always apply to the handling of any new complaint.