Man with Van Lee Complaints Procedure

Man with Van Lee aims to provide a reliable, careful and professional removal service for every customer. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right, learn from the experience and improve our service for future customers.

This complaints procedure explains how you can raise a concern or complaint about any aspect of our moving or transportation services, how we will handle your complaint, and what to expect from us at each stage.

What This Complaints Procedure Covers

This procedure applies to all services provided by Man with Van Lee, including domestic removals, small office moves, student moves, single item transport and related loading, unloading and packing assistance. You can use this procedure to complain about any part of our service, such as communication, punctuality, conduct of staff, handling of goods, or charges you believe are incorrect.

If your concern relates specifically to damage or loss of items, you should also refer to your written quotation and any terms and conditions supplied, as these may contain additional information about claims and time limits. However, you can still raise a formal complaint under this procedure.

Our Commitments When You Complain

When you raise a complaint with Man with Van Lee, we will treat it seriously and handle it fairly, consistently and promptly. We are committed to the following principles.

We will listen carefully to your concerns and aim to understand exactly what has happened from your perspective. We will treat you with respect and courtesy at all times, and we expect the same in return for our staff. We will keep your personal information secure and will only use it for the purpose of investigating and responding to your complaint.

We will aim to resolve issues informally and quickly wherever possible. If an informal discussion does not resolve things to your satisfaction, we will follow the formal complaint stages outlined below. Throughout the process we will explain what we are doing and when you can expect a response.

Raising an Informal Complaint

Many concerns can be resolved quickly by speaking to us as soon as an issue arises. In the first instance, please contact the person who arranged your move or the driver in charge of the job, describing what has gone wrong and what outcome you are seeking. If this is not possible on the day, you should contact our office as soon as reasonably practical after the service has been provided.

We will try to clarify the situation, apologise where appropriate, and, where we can, offer a practical solution. This may include returning to complete work, adjusting work already carried out, or other reasonable steps to address the problem. If you are satisfied with the outcome, the matter will be treated as resolved and no further action is required.

Making a Formal Complaint

If your concern cannot be resolved informally, or you prefer to raise a formal complaint from the outset, you should set out your complaint in writing. Please include your full name, the service address, the date of the move, a clear description of what went wrong, and any evidence that may help us understand the issue, such as photographs, inventories or written notes.

When we receive a formal complaint, we will acknowledge it within a reasonable timeframe to confirm that it is being reviewed. We will then investigate your complaint, which may involve speaking to the team members involved, reviewing job records and photographs, and checking any relevant documents, such as your quotation and agreed inventory.

Timescales for Response

We aim to provide a full written response to your complaint within a reasonable period, taking into account the complexity of the issue and the need to gather accurate information. If we are unable to respond fully within this time, we will let you know, explain the reason for the delay and give you an indication of when you can expect a final response.

Our response will set out the findings of our investigation, any conclusions we have reached, and any steps we propose to take to put things right where appropriate. This may include an apology, a practical remedy, or, where justified and within the terms of our agreement, financial compensation.

Outcomes and Remedies

The outcome of a complaint will depend on the specific circumstances of the case. We will consider whether the service we provided met the standards set out in our terms and conditions and any written quotation, as well as what is reasonable for a professional moving service.

Possible outcomes include an explanation or clarification, a written apology, corrective work where feasible, a gesture of goodwill, or compensation in line with our contractual obligations and any agreed limits or exclusions. We will explain clearly the reasons for any decision we make.

If You Are Not Satisfied With Our Response

If you remain dissatisfied after receiving our formal response, you may contact us again to explain why you do not agree with the outcome or how you feel the matter has not been fully addressed. Where appropriate, your complaint may be reviewed by a more senior member of our team who was not directly involved in the original investigation.

After this further review, we will confirm our final position on your complaint. At that point, if you still believe your concerns have not been resolved, you may wish to seek independent advice regarding your consumer rights and any further options that may be available to you.

Using Complaints to Improve Our Service

Every complaint we receive is an opportunity to review and improve how we plan and carry out moves. Man with Van Lee regularly reviews complaints to identify patterns, training needs and areas where our processes can be strengthened. This helps us provide a more reliable, efficient and careful removal service for all customers.

By following this complaints procedure, both you and our team have a clear understanding of how concerns will be handled. Our aim is always to deal with problems fairly and promptly, restore your confidence in our services, and continue to build a reputation based on trust, professionalism and respect for your belongings.