Man with Van Arkley Complaints Procedure

Man with Van Arkley aims to provide a reliable, professional and courteous man and van and removal service across the areas we cover. However, we recognise that sometimes things can go wrong. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to give customers a clear and straightforward way to tell us when they are unhappy with any part of our service. This includes local moves, longer distance journeys, packing assistance, loading and unloading, or any other service provided by Man with Van Arkley.

We use every complaint as an opportunity to review our performance, improve our processes and ensure our customers receive a consistently professional removals experience.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. Examples include, but are not limited to:

Concerns about punctuality of our drivers or teams.

Issues with handling, loading, unloading or transporting your belongings.

Disagreement about charges, invoicing or quoted prices.

Concerns about the behaviour or attitude of our staff.

Problems with communication before, during or after your move.

Disputes about agreed services, such as access, parking or timing of collections and deliveries.

How to Make a Complaint

You can make a complaint in writing. Please include the following information so that we can investigate your concerns efficiently:

Your full name and the address where the service took place.

The date of your removal or man and van service.

A clear description of what went wrong and when it happened.

Details of any team members involved, if known.

Any evidence that may help us review the issue, such as photographs or item lists.

What outcome you are seeking, for example an explanation, an apology, or a review of charges.

We encourage customers to raise complaints as soon as reasonably possible after the service so that details are fresh in everyone’s mind and we can investigate effectively.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will record it in our internal system and begin an initial review. We will normally acknowledge your complaint within a reasonable time frame, confirming that it has been received and that an investigation is underway.

During this first stage, we may ask you for further information if anything is unclear. This might include clarification about timings, access arrangements, or any specific items involved in the complaint, such as furniture, boxes or appliances.

Stage Two: Investigation

We will then carry out a detailed investigation into your complaint. This may involve:

Reviewing the original quotation, booking and job notes.

Checking any relevant photographs or written records taken before, during or after the move.

Speaking to the driver or team members who attended your property.

Assessing any evidence you have provided relating to damage, delays or service concerns.

We aim to complete our investigation and provide a full response within a reasonable timeframe. If we expect the investigation to take longer, we will let you know and explain the reason for the delay.

Stage Three: Our Response and Outcome

When our investigation is complete, we will provide a written response setting out:

A summary of your complaint.

The steps we took to investigate the matter.

Our findings and any conclusions we have reached.

Any actions we will take as a result, which may include an explanation, an apology, corrective action or, where appropriate, a goodwill gesture.

Our aim is always to be fair, transparent and reasonable, and to treat both you and our team members with respect throughout the process.

Disputes About Damage or Loss

If your complaint relates to alleged damage or loss of items during a removal or man and van service, please report this to us as soon as possible, providing clear details and evidence where you can.

We will normally ask for photographs of the damage and a description of the item, including age and approximate value. This helps us to understand what happened, assess responsibility and decide what action is appropriate under our terms and conditions.

Some items may already be fragile or have pre existing wear and tear. In such cases, we will take into account the condition of the goods and any notes made by our team on the day of the move.

Escalating Your Complaint

If you are not satisfied with our response at the conclusion of Stage Three, you can request that your complaint be escalated for a further internal review. This means a different person within Man with Van Arkley will look again at the information and the outcome that has been proposed.

During this review, we will check that the complaint was handled in line with this procedure and that the decision reached was reasonable based on the evidence available. Once the review is complete, we will provide you with a final written response.

Timescales and Communication

We aim to deal with all complaints promptly and keep you updated throughout. Response times may vary depending on the complexity of the issue, the number of people involved and the availability of evidence, particularly for removal jobs involving several locations or larger moves.

If at any stage there is likely to be a delay, we will inform you and explain the reason. Our priority is to provide a thorough and fair review rather than a rushed conclusion.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will only be shared with those who need it to investigate and resolve your complaint. We will store and manage your information in line with applicable data protection requirements.

Continuous Improvement

Man with Van Arkley is committed to learning from feedback. We regularly review complaint trends to identify areas where our man and van and removal services can be improved, whether that relates to staff training, vehicle allocation, booking processes or communication with customers.

By following this Complaints Procedure, we aim to resolve issues fairly and constructively, and to continue delivering a dependable moving service across our operating area.