Man with Van Longlands Complaints Procedure

This complaints procedure explains how customers can raise concerns about the services provided by Man with Van Longlands and how those concerns will be managed. It applies to all customers using our man and van, removals, and related transport services across our operating area.

Our Commitment to Handling Complaints

Man with Van Longlands aims to deliver a reliable and professional moving service. However, we recognise that problems can sometimes occur. When they do, we are committed to dealing with complaints fairly, promptly, and respectfully, and to using the outcome to improve our services.

A complaint is any expression of dissatisfaction about our service, conduct, communication, or the way a booking or move has been handled, where the customer expects a response or resolution.

Who Can Make a Complaint

Any customer who has used Man with Van Longlands or has made a confirmed booking with us can raise a complaint. A complaint can be made by the person who booked the service or by an authorised representative acting on their behalf, such as a family member or business contact.

How to Raise a Complaint

You may raise a complaint verbally or in writing, using any of our usual communication methods. When making a complaint, please provide as much detail as possible to help us understand and investigate the issue. This should include:

The date of your move or scheduled service, the pick-up and drop-off locations, a clear description of what went wrong, names of any staff involved if known, and any evidence that may support your complaint, such as photos, inventories, or written notes.

We encourage you to raise your complaint as soon as possible after the event so that details are still clear and we can address matters promptly.

What We Will Do When We Receive Your Complaint

When a complaint is received, we will record the details and begin an initial review. Where contact details have been provided, we will acknowledge receipt within a reasonable timeframe. This acknowledgement may be given verbally or in writing, depending on how you contacted us.

We will then assign your complaint to a member of the team who is responsible for investigating service issues. They will act impartially and will not have been directly responsible for the matter that has been raised, wherever this is practical.

How We Investigate Complaints

The person handling your complaint will gather and review relevant information. This may include booking records, driver logs, job sheets, photographs, inventories, and any communication that took place before, during, or after the move. Where necessary, we may contact you to clarify details or to request further information.

We may also speak to staff members or contractors who were involved in delivering your service. Our aim is to understand what happened, whether our standards and terms were met, and whether any loss, damage, delay, or inconvenience could reasonably have been prevented.

Timeframes for Response

We aim to provide a full response to complaints within a reasonable period, taking into account the complexity of the issues raised and the availability of information. If an investigation is likely to take longer than expected, we will try to update you on progress and explain the reason for any delay.

Some matters, such as complex damage claims or disputes involving third parties, may require longer investigation. In these cases, we will still aim to keep communication clear and proportionate and to reach a conclusion as soon as it is practical to do so.

Outcomes and Resolutions

Once the investigation is complete, we will set out our findings and any proposed resolution. Depending on the circumstances, potential outcomes may include:

An explanation of what occurred and why, an apology where we are at fault, steps to complete or correct the service, and where appropriate, consideration of compensation or another form of redress, in line with our terms and any applicable limitations.

Any offer of resolution will be based on the evidence available and the level of responsibility we believe is fair in the circumstances. We will also review whether changes to our processes, training, or communication are needed to reduce the risk of similar issues happening again.

If You Are Not Satisfied with the Response

If you are unhappy with the outcome of your complaint, you may request that it is reviewed again. When asking for a review, please explain which parts of the decision you disagree with and why, and provide any additional information you feel has not been considered.

A further review will be carried out by a senior member of our team, where available. They will reassess the information and the original decision. After this review, the decision will normally be treated as final from our perspective.

Complaints Relating to Damage or Loss

Where your complaint involves alleged damage or loss to property during a removal or man and van service, we may require supporting evidence. This can include dated photographs, proof of ownership or value, and details of any pre-existing condition. We may also compare this with our own records, such as pre-move notes or photographs, where available.

Any consideration of reimbursement or contribution toward repair or replacement will reflect our terms of service, declared values, and any agreed limitations or exclusions that were in place at the time of booking.

Using Your Feedback to Improve Our Service

All complaints and significant expressions of dissatisfaction are recorded by Man with Van Longlands and monitored to identify patterns or recurring issues. This helps us to improve our planning, vehicle loading, handling methods, route choices, timing, and communication with customers across our service area.

By raising a complaint, you are helping us to learn and continually improve the way we deliver removals and man and van services to households, landlords, students, and businesses.

Confidentiality and Data Protection

Your complaint will be handled in confidence and information will only be shared with those who need it to investigate and respond. We will manage any personal data in line with our responsibilities under relevant data protection requirements and will only retain complaint records for as long as they are needed for operational, legal, or regulatory purposes.

Status and Review of this Procedure

This complaints procedure is intended as a clear and accessible guide for customers of Man with Van Longlands and forms part of our wider approach to customer care and quality of service. We may update this procedure from time to time to reflect changes in our services, legal requirements, or best practice in the removals and transport sector.

The version published here is the most current version and supersedes any previous descriptions of how complaints are handled by our business.