Man with Van Ruxley Complaints Procedure

Man with Van Ruxley is committed to delivering reliable, efficient and respectful man and van and removal services. We recognise that, despite our best efforts, there may be occasions when a customer is not fully satisfied. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

We aim to deal with all complaints fairly, consistently and as quickly as possible, using every complaint as an opportunity to improve our services for future customers.

Scope of this Complaints Procedure

This procedure applies to all customers who use Man with Van Ruxley for moving, transport, packing or related services. It covers issues such as punctuality, conduct of team members, quality of service, handling of goods, billing queries, and communication before, during or after your move.

This procedure does not cover matters that fall outside our control, such as delays caused by traffic, road closures, third party actions or issues relating to properties that are not under our responsibility. However, we will always do our best to assist and keep you informed when such events occur.

Our Complaints Principles

When handling complaints, we follow these principles:

We listen carefully to your concerns and take them seriously.

We aim to resolve issues at the earliest possible stage.

We investigate fairly and objectively, considering all available information.

We communicate clearly and politely throughout the process.

We use what we learn from complaints to improve our removals and transport services.

How to Make a Complaint

You can raise a complaint as soon as you notice a problem. Doing so promptly helps us understand what happened and respond effectively. Please provide as much detail as possible, including:

Your full name and the address where the service was provided.

The date and approximate time of the service.

A clear description of the issue or concern.

Details of any items affected, if relevant.

Any photographs or documents that help explain the situation.

Complaints can be made verbally to a member of our team during or immediately after the service, or in writing after the move has been completed. If the issue arises while the crew is on site, please raise it with the lead mover so that we have an opportunity to address it straight away.

Stage One: Informal Resolution

Many issues can be resolved quickly and informally. At the first stage, we will:

Listen to your explanation of what has happened.

Ask questions to clarify the key points.

Check any relevant job notes, photographs or instructions.

Seek to provide an explanation, apology where appropriate, and a practical solution.

Where a suitable solution is agreed at this stage, we will confirm the outcome with you. We aim to resolve most straightforward complaints informally within a reasonable timeframe, depending on the nature and complexity of the matter.

Stage Two: Formal Complaint

If your complaint cannot be resolved informally, or if you remain dissatisfied with the initial response, you can ask for your complaint to be treated as a formal complaint. At this stage, we will:

Record your complaint in our internal complaints log.

Assign a person responsible for reviewing and responding to the matter.

Gather relevant information, which may include crew statements, job sheets, photographs and any messages exchanged with you.

Consider whether our service met our usual standards and any commitments made in advance.

We aim to acknowledge formal complaints within a reasonable time and to provide a full response after we have completed our investigation. If the complaint is complex or requires further time to review, we will let you know and provide an estimated timescale.

Our Investigation and Response

When investigating a formal complaint, we seek to be fair, transparent and evidence based. Once our review is complete, we will explain:

What we understand the complaint to be about.

What we have found, based on the information available.

Whether we believe our service met the expected standard.

Any steps we have taken or will take to put matters right.

Any changes we plan to make to reduce the risk of similar issues occurring again.

Where appropriate, we may offer an apology, a practical remedy or other form of redress, depending on the circumstances and our responsibilities.

Customer Responsibilities

To help us resolve your complaint fairly and efficiently, we ask that you:

Provide accurate and complete information about what has happened.

Tell us about any problems as soon as reasonably possible.

Allow us a fair opportunity to investigate and address your concerns.

Treat our team members with courtesy and respect throughout the process.

Limits of Our Liability

Any remedies or compensation offered will be considered in line with the terms and conditions provided at the time of booking and any applicable limitations of liability related to transport and removal services. While we take great care when handling your belongings, some items may carry inherent risks during moving, and certain exclusions may apply. These will be assessed on a case by case basis.

Learning from Complaints

Every complaint helps us improve the way we deliver man and van and removals services. We periodically review our complaints log to identify patterns, training needs and opportunities to enhance our planning, communication and handling of goods. Where necessary, we update our processes and staff guidance so that future customers benefit from the lessons learned.

Alternative Dispute Options

We always aim to resolve issues directly with our customers. If, after following this Complaints Procedure, you remain unhappy with the outcome, you may wish to seek independent advice about your rights and any further options that may be available to you. Any such steps are entirely your choice, and we will continue to cooperate reasonably where further clarification of the service provided is required.

Review of this Procedure

This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and appropriate for the range of man and van and removal services we provide. We may update the procedure from time to time to reflect changes in our operations, customer expectations or relevant regulations. The version published here will always be the most current.

By outlining how complaints are handled, we hope to give you confidence that any concerns will be taken seriously, investigated properly and used to improve our service wherever possible.