Man with Van Temple Complaints Procedure

Man with Van Temple is committed to providing a reliable, professional removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we welcome feedback so we can put things right and improve our service. This complaints procedure explains how to raise a concern, what information we need from you, and how we will respond.

Our approach to complaints

We treat all complaints seriously and aim to handle them promptly, fairly, and consistently. Complaints are viewed as an important source of learning, helping us refine how we manage moves, protect belongings, and communicate with our customers before, during and after a job.

We will always aim to:

Listen carefully to your concerns about any part of our removal or delivery service.

Investigate the matter thoroughly and impartially.

Respond within clear timeframes and keep you updated.

Offer an explanation, apology where appropriate, and a practical resolution.

What counts as a complaint

A complaint is any expression of dissatisfaction about our service, whether it relates to a house move, office move, man and van booking, packing service, loading and unloading, timing, behaviour of staff, care of items, or how we handled your enquiry or booking.

We do not treat routine requests for information or minor issues resolved immediately during a move as formal complaints, unless you specifically ask us to record them as such.

How to make a complaint

You can raise a complaint in writing or verbally. To help us investigate and respond effectively, please provide as much information as you can, including:

Your full name and any booking reference you were given.

The address where the removal or man and van service was carried out.

The date and approximate time of the job.

A clear description of what went wrong or why you are dissatisfied.

Details of any conversations already held with our team about the issue.

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

For issues that arise during your move, we encourage you to tell the team leader on the day if possible, so that we have an immediate opportunity to address the problem.

Time limits for raising a complaint

We ask that complaints are raised as soon as reasonably possible after the service is provided. For concerns about damage, loss of items or delays, please contact us promptly so that we can investigate while details are still clear and any evidence is available.

How we will handle your complaint

When we receive your complaint, we will follow these steps:

Acknowledgement: We will confirm that we have received your complaint. Where possible, we will give you the name or role of the person responsible for handling it.

Initial review: We will assess the nature of your complaint, the seriousness of the issues raised and any immediate action needed. For example, arranging for a follow-up visit, requesting photographs, or speaking with the removal team involved.

Investigation: We will gather information from all relevant sources. This may include speaking to staff who handled your booking or your move, reviewing job notes and timings, and assessing any evidence you provide.

Outcome and response: Once the investigation is complete, we will respond to you with our findings. We will explain what we have concluded, what action we propose to take, and why.

Timescales for response

Our aim is to resolve complaints as quickly as possible, depending on the complexity of the issue. Straightforward matters may be resolved within a few working days. More complex complaints, such as those involving claims for damage, may take longer while we collect and review all necessary information.

If we cannot provide a full response within a reasonable timeframe, we will let you know and explain why more time is needed, as well as when you can expect an update.

Possible outcomes and resolutions

Depending on the nature of your complaint, possible outcomes may include:

An explanation of what happened and why.

An apology where the service has not met our standards.

Corrective action, such as revisiting your property to complete agreed work or collect items.

Operational changes, such as adjusting how we schedule moves or brief our removal teams.

Consideration of compensation where appropriate and in line with our terms and conditions and any applicable insurance arrangements.

Claims for loss or damage

If your complaint relates to loss or damage to your belongings during a move, we may ask for additional information, such as photographs of any damage, purchase or valuation details for significant items, and a clear list of affected goods. This information helps us assess the claim accurately and fairly.

All claims will be considered in line with our agreed terms of service, including any limits of liability or insurance coverage described in your booking documentation.

Escalating your complaint

If you are not satisfied with our initial response, you may ask for your complaint to be reviewed at a higher level within Man with Van Temple. When requesting an escalation, please explain why you remain dissatisfied and what outcome you are seeking. We will then carry out a further review and provide a final response.

Recording and monitoring complaints

We keep a record of complaints received, how they were handled and the outcomes reached. This allows us to monitor patterns, identify recurring issues and improve the planning and delivery of our removal and man and van services.

Information from complaints is used to provide additional staff training, adjust procedures, and strengthen the way we protect customers’ possessions and manage collection and delivery schedules.

Confidentiality and data protection

All complaints are handled confidentially. Information is only shared within Man with Van Temple with those who need it to investigate and resolve the issue. Any personal information you provide in connection with a complaint will be processed in line with our data protection obligations.

Continuous improvement

We value every opportunity to review how we work, whether the move involved a single item or a full property relocation. Your feedback helps us refine our services, improve communication, and maintain the standards expected from a professional removals provider. By following this complaints procedure, you help us understand what went wrong and how we can prevent similar issues in the future.