Man with Van St Lukes Complaints Procedure

Man with Van St Lukes is committed to providing a reliable and professional man and van and removals service. We aim to handle your move and related services with care and efficiency. If something goes wrong or you feel dissatisfied with any part of our service, we want to hear from you so we can put it right and improve our standards.

Purpose of this Complaints Procedure

This complaints procedure explains how you can raise a complaint about Man with Van St Lukes, what information we need from you, how we will respond, and the timescales we aim to meet. It applies to all customers who have used, or tried to use, our moving, collection, delivery, or related removal services.

We treat all complaints seriously and use them as an opportunity to review our performance, our handling of customers belongings, and the way we organise our van services and removals work.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not. This may include, but is not limited to:

Issues with booking, scheduling, or arrival times for your move or collection

Concerns about the conduct, behaviour, or attitude of our drivers or porters

Damage to property, belongings, or premises allegedly caused during our work

Disputes over charges, quotes, or payments for removal or man and van services

Perceived lack of communication, poor customer service, or failure to follow agreed instructions

Safety concerns related to how we carry out lifting, loading, transport, or unloading.

How to Raise a Complaint

You should raise your complaint as soon as possible after the issue occurs, so that we can investigate effectively. Please contact us using your preferred written method, such as a contact form, an online message, or a written letter.

When submitting your complaint, please include the following details where possible:

Your full name and any reference for your booking

The date of the service and the addresses we attended

A clear description of what went wrong and when

Names or descriptions of any staff involved, if known

Details of any damage or loss, including photos if available

What you would consider to be a fair resolution.

Providing full and accurate information at the outset helps us to investigate quickly and fairly.

Our Complaints Handling Stages

Stage 1: Initial Acknowledgement

Once we receive your complaint, we will acknowledge it in writing. We aim to do this within a reasonable timeframe. The acknowledgement will confirm that we have received your complaint and explain the next steps in the process.

Stage 2: Investigation

Your complaint will be passed to a person with appropriate responsibility within Man with Van St Lukes, who will review the information you have provided. The investigation may include:

Checking booking records, job sheets, and vehicle logs

Speaking with the team members who worked on your move

Reviewing any photos, videos, or supporting evidence you have supplied

Assessing whether our terms and conditions were followed correctly.

During this stage we may contact you for further information or clarification. Responding promptly will help us to keep the process moving and reach a fair outcome.

Stage 3: Response and Outcome

After the investigation, we will send you a written response. This will explain:

Our understanding of your complaint

The steps we took to investigate

Our findings and whether your complaint is upheld in full, in part, or not upheld

Any actions we will take to resolve the issue.

Where appropriate, possible outcomes may include an apology, a partial or full refund, a goodwill gesture, corrective action on future bookings, or internal improvements to our removals and man and van processes. Each complaint is considered on its own facts and circumstances.

Timescales

We aim to resolve most straightforward complaints within a reasonable period. If your complaint is complex, involves multiple locations, or requires detailed assessment of alleged damage or loss, the investigation may take longer. If we are unable to give you a full response within our usual time target, we will update you on progress and let you know when we expect to provide a final outcome.

If You Remain Dissatisfied

If you are not satisfied with our final response, you may contact us again to explain why you disagree with the outcome. Please provide any additional information or evidence that you feel has not been considered. We will review this and advise you whether any further internal review is appropriate.

In some circumstances, you may wish to seek independent advice regarding your rights in relation to moving services and any claims for loss or damage. This complaints procedure does not affect any legal rights you may have.

Claims for Loss or Damage

If your complaint relates to damage to property or belongings during a removal or man and van service, you should notify us as soon as reasonably possible. Please keep any damaged items and take clear photographs. We may need details of the original condition and value of the item, along with any relevant receipts. Time limits and liability limits may apply as set out in our terms and conditions, but we will always review such complaints carefully and fairly.

Confidentiality and Data Protection

All complaints are handled confidentially. Information you provide will be used only for the purposes of handling your complaint, improving our removals and transport services, and meeting any legal or regulatory obligations. We store and process personal data in line with applicable data protection requirements.

Continuous Improvement

Man with Van St Lukes values feedback from customers across our service area. Complaints help us identify where our booking systems, scheduling, loading practices, or customer communication may need improvement. We regularly review complaint trends, outcomes, and customer comments to enhance training, update procedures, and raise the overall quality and reliability of our man and van and removals services.

By following this complaints procedure, we aim to deal with your concerns fairly, transparently, and promptly, and to maintain your confidence in choosing Man with Van St Lukes for your moving needs.