Man with Van Goddington Complaints Procedure

Man with Van Goddington aims to provide a reliable, careful and professional removal and transport service for every customer. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.

1. Purpose of this complaints procedure

The purpose of this procedure is to give customers a clear and fair process for raising and resolving complaints about our moving, packing, loading, transport or delivery services. It applies to all services supplied by Man with Van Goddington, whether for domestic moves, student moves, single-item transport or small commercial relocations.

We use all feedback, including complaints, to improve our service standards, staff training, vehicle preparation and communication before, during and after each move.

2. What counts as a complaint

A complaint is any expression of dissatisfaction about the service you have received from Man with Van Goddington, whether justified or not. This can include issues such as:

Service quality, including timeliness, care of goods, loading, unloading or driving.

Conduct, attitude or behaviour of our drivers, porters or office staff.

Damage to property or belongings during collection, transit or delivery.

Missing items or discrepancies between items collected and items delivered.

Delays, cancellations or changes to agreed schedules.

Concerns about how your booking, quotation or payment was handled.

If you are unsure whether an issue is a complaint or a simple query, please raise it with us; we will treat it appropriately and guide you through the process if needed.

3. How to make a complaint

We encourage you to report your concern as soon as possible so we can investigate while details are fresh and supporting information is available.

You may make a complaint in writing or verbally. When doing so, please include:

Your full name and, if relevant, the name the booking was made under.

The date of your move or scheduled service.

The collection and delivery addresses.

A clear description of what went wrong, including times and locations.

Names or descriptions of any staff involved, if known.

Any supporting information, such as photographs of damage, inventory lists or written notes taken on the day.

Written complaints are preferred where possible, as this helps us ensure we fully understand your concerns and can keep a clear record of what has been reported.

4. Time limits for raising complaints

To allow a fair and thorough investigation, we ask that you raise your complaint within 7 days of the service date or the date you became aware of the issue. For any concerns relating to loss or damage to goods, we recommend reporting the matter within 48 hours of delivery wherever possible.

Complaints raised outside these timeframes will still be considered, but it may be more difficult to obtain evidence or recollections, which can affect the outcome.

5. Our complaints handling stages

Stage 1: Initial review

Once we receive your complaint, we will log it, review the information you have supplied and check it against our records, such as booking details, driver schedules, photographs, signed job sheets and any messages exchanged.

We will acknowledge your complaint and may request further details if anything is unclear. We aim to resolve straightforward matters at this stage through explanation, clarification, a practical remedy or, where appropriate, an apology.

Stage 2: Investigation

If your complaint cannot be resolved immediately, it will move to a more detailed investigation. This may include:

Speaking with the driver and any crew members involved.

Reviewing journey logs, timings and route information.

Examining any condition reports, inventories or job notes.

Assessing photographs or other evidence you have supplied.

Where relevant, we may also ask you for additional supporting information to assist in reaching a fair decision.

Stage 3: Outcome and response

After the investigation, we will provide a written response summarising:

The complaint you made and the issues considered.

The steps we have taken to investigate.

Our findings and any conclusions reached.

Any proposed remedy or action we will take.

Possible outcomes may include an explanation, an apology, corrective action for future jobs, practical assistance, a goodwill gesture or, where appropriate and in line with our terms of service, consideration of compensation for proven loss or damage.

6. Timeframe for responses

We aim to acknowledge all complaints promptly. Our target is to provide a full response as soon as reasonably possible, normally within 14 days of receiving all necessary information. Complex matters, or those requiring additional evidence, may take longer to investigate. In these cases, we will update you on progress and let you know when you can expect a final response.

7. Your responsibilities during the process

To help us reach a fair and efficient resolution, we ask that you:

Provide accurate and complete information about what happened.

Share any relevant documents, photographs or records as early as possible.

Respond to requests for further information in a timely manner.

Communicate with our team respectfully and allow us reasonable time to investigate.

Where property damage or loss is involved, please keep any damaged items and packaging until the complaint has been fully resolved.

8. Our commitment to fairness

Man with Van Goddington is committed to handling every complaint fairly, consistently and without discrimination. Each case is assessed on its individual facts and evidence. Staff involved in the complaint will be treated fairly during the investigation, and decisions will not be influenced by personal views or unrelated issues.

9. Learning from complaints

We use information from complaints to raise standards in our local removal and man and van services. This may include updating staff training, revising checklists, improving booking confirmations, or making changes to how we plan routes and timings. By carefully reviewing patterns in feedback, we aim to reduce the likelihood of similar problems occurring again.

10. Review of this procedure

This Complaints Procedure is reviewed regularly to ensure it remains clear, effective and in line with our service standards for customers using Man with Van Goddington for moves and transport. We may update this page from time to time to reflect changes in our practices, booking processes or relevant industry expectations.