Man with Van Archway Complaints Procedure

Man with Van Archway is committed to providing a reliable, professional and courteous removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so that we can put things right, learn from what went wrong and improve our services. 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.

Scope of this complaints procedure

This procedure applies to any complaint about the services provided by Man with Van Archway, including man and van moves, small removals, furniture transport and related services. It covers issues such as service quality, staff conduct, punctuality, handling of belongings, charges and communication. It does not cover matters that are solely the responsibility of third parties, such as parking enforcement or building management, although we will always try to assist you in understanding what has happened.

Our complaints principles

We handle all complaints according to the following principles:

We treat complaints seriously and investigate them fairly and promptly. We listen carefully to your account of events and aim to understand what has gone wrong from your perspective. We respect your privacy and handle complaint information in line with our data protection responsibilities. We aim to resolve issues informally where possible, but provide a clear formal process if an informal solution cannot be reached. We use feedback from complaints to review and improve how we manage moves and customer communication.

How to make a complaint

If you are unhappy with any aspect of our removal or man and van service, please tell us as soon as possible. Raising concerns quickly gives us the best chance to resolve matters while details are fresh and, where possible, during or shortly after your move.

You can make a complaint verbally or in writing. When you contact us, please include the following information so that we can investigate efficiently: your full name, the date of your move, the collection and delivery locations, a clear description of what went wrong, any relevant timings or details about the crew or vehicle, and what outcome you are seeking, such as an explanation, apology, corrective action or review of charges. Providing photos or other evidence, where appropriate, can help us understand practical issues such as access, parking, or the condition of items.

Informal resolution

Many concerns can be resolved quickly and informally. If you raise an issue during your move, our crew will do their best to address it on the spot, for example by adjusting how belongings are loaded, clarifying agreed services or checking timings. If you contact us shortly after your move, we will first try to resolve the matter informally by discussing what happened, reviewing any notes from your booking, and, if needed, speaking with the team who carried out the job. If you are satisfied with the explanation or solution offered at this stage, we will confirm the agreed outcome and record the issue internally for monitoring and training purposes.

Formal complaint process

If you are not satisfied with the outcome of the informal stage, or if you prefer to make a formal complaint from the outset, your complaint will be handled under our formal procedure.

First, we will acknowledge your complaint and confirm that it is being treated formally. We will assign a person responsible for reviewing your case, who was not directly involved in the move wherever possible. We will then investigate the matter, which may include reviewing your booking details, service notes, photographs and, where relevant, statements from the team members who carried out the work. We may contact you during this stage if we need more information or clarification.

Once the investigation is complete, we will send you a written response setting out our understanding of the complaint, the steps we have taken to investigate it, our findings and any actions we propose to take. Possible outcomes may include an explanation or clarification, an apology, practical steps to remedy an issue where possible, a review or adjustment of charges, or changes to our internal procedures or staff training.

Timeframes

We aim to acknowledge formal complaints within a reasonable timeframe from receipt. We aim to provide a full response after completing our investigation within a practical period, depending on the complexity of the case and the availability of relevant information. If we cannot meet our usual timescales, we will let you know and explain the reason for the delay, along with an updated timeframe for our response.

Escalation and review

If you remain dissatisfied after receiving our formal response, you may request a review of the decision. A senior member of our team will re-examine the complaint, the investigation and the outcome. They may contact you for further information or clarification and may also review any additional evidence you provide. Following the review, we will write to you to confirm whether the original decision is upheld or varied, and to explain the reasons for that decision. This review is the final stage of our internal complaints process.

Claims for loss or damage

If your complaint relates to alleged loss of or damage to your belongings, we will consider it in line with our terms and conditions and any applicable insurance arrangements. We may ask you to provide details of the items involved, evidence of damage and, where appropriate, proof of value. Our response will explain whether your claim is accepted in full, accepted in part or not accepted, and the reasons for our decision. Any settlement offers will be made in accordance with our contractual obligations and relevant limitations.

Confidentiality and data protection

We treat all complaints in confidence. Information is shared internally only with those who need it to investigate and resolve the issue or to improve our services. We store complaint records securely and retain them for a reasonable period for monitoring, training and legal purposes, in line with our data protection responsibilities.

Using complaints to improve our service

Feedback from customers, including complaints and concerns, is vital to the ongoing improvement of our man and van and removal services. We regularly review complaint records to identify recurring issues, trends or areas where additional staff training, clearer communication or changes to our procedures may be required. By raising a concern, you help us strengthen the way we plan moves, communicate with customers and care for belongings throughout the removal process.

Man with Van Archway values every customer and is committed to resolving complaints fairly, professionally and with respect. If you have any concerns about our service, we encourage you to use this complaints procedure so that we can address them properly.