The Man Complaints Procedure

At The Man, we aim to provide a reliable, professional removal service. We recognise that occasionally things may not go as planned, and we welcome feedback so we can put matters right and improve our service. This Complaints Procedure explains how to raise a concern, how we will handle it, and what you can expect from us throughout the process.

Scope of this Complaints Procedure

This procedure applies to complaints about our removal and related services, including but not limited to domestic and commercial moves, packing, loading and unloading, handling of items, punctuality, staff conduct, and billing or administration issues.

It is intended for customers who have used, or are in the process of using, our services. General feedback, compliments, or routine queries are not treated as complaints and may be handled separately.

What We Consider a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may include concerns about the standard of work carried out, the way you were treated by our staff, delays or missed appointments, damage or loss of items, or how your booking or payment was handled.

We encourage you to raise any issues as soon as possible so we have the best opportunity to investigate thoroughly and resolve them quickly.

How to Make a Complaint

You can make a complaint verbally or in writing. Providing clear information helps us investigate efficiently. When submitting a complaint, please include where possible your full name, the date of your move or booking, a brief description of the issue, details of any items involved, and what outcome you are seeking.

You may raise an issue informally with the crew on the day of the move or with our office team. If the matter is not resolved to your satisfaction or you would prefer to lodge a formal complaint, you can do so in writing. Written complaints help create a clear record of what has happened and allow us to review the matter in detail.

Our Commitments When Handling Complaints

We are committed to treating every complaint seriously, fairly, and consistently. We will listen carefully to your concerns, investigate them without unnecessary delay, and keep you informed of our progress. We will always aim to resolve complaints at the earliest possible stage.

We will handle your personal information sensitively and only share details of your complaint with staff who need them to investigate and respond. Raising a complaint will not affect your right to use our services in the future.

Timescales for Acknowledgement and Response

Once we receive your complaint, we will acknowledge it within a reasonable timeframe. This acknowledgement will confirm that we have received your concerns and are looking into them. In most cases, we will also indicate who will be responsible for handling your complaint and the likely time needed for a full response.

We will then investigate the issues raised, which may include speaking to the crew involved, reviewing any job records, photographs, or documentation, and, where appropriate, asking you for further information. After the investigation, we will provide a clear written response explaining our findings, any decisions we have reached, and any steps we propose to take to resolve the matter.

Resolution and Possible Outcomes

Our priority is to reach a fair outcome based on the facts of the case. Depending on the nature of the complaint and the results of our investigation, possible outcomes may include an explanation or apology, corrective work or a return visit, a goodwill gesture, or other remedial action where appropriate.

If the complaint concerns potential damage or loss of property connected with our removal services, we may need to review relevant terms and conditions and request supporting evidence. Any offers of compensation, where applicable, will be made in line with those terms and conditions and our internal policies.

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 The Man. When requesting an escalation, please explain why you disagree with our response and provide any additional information that you feel has not been considered. We will then conduct a further review of your complaint and issue a final response.

We aim to complete the escalation review within a reasonable timeframe. If we need longer due to the complexity of the issues, we will let you know and keep you updated on progress.

Complaints Relating to Staff Conduct

If your complaint concerns the behaviour, attitude, or professionalism of our staff, we will take this very seriously. We may need to speak with the staff involved, review any available records, and check whether other concerns have been raised previously. Any internal actions arising from these investigations are managed in line with our employment procedures and may remain confidential, but we will still explain the overall findings and what we can share about any steps taken.

Continuous Improvement

We use complaints as an opportunity to learn and improve our services. Issues raised may lead to additional staff training, changes to our procedures, improvements in communication, or adjustments to how we manage bookings and moves. We periodically review complaint trends to identify recurring themes and address them proactively.

Alternative Dispute Options

We aim to resolve all complaints directly with our customers. If, after following this Complaints Procedure and any escalation steps, you still feel that your concerns have not been resolved, you may wish to seek independent advice on your options. This could include contacting a relevant advisory body or pursuing other dispute resolution methods where appropriate.

We recommend keeping copies of all correspondence and any supporting information relating to your complaint, as this can help with any further discussions or steps you may choose to take.

Review of this Procedure

This Complaints Procedure is reviewed regularly to ensure it remains clear, fair, and effective. We may update it from time to time to reflect changes in our services, internal processes, or applicable guidance. The version available from us at the time you raise your complaint will apply to how your case is handled.

The Man is committed to resolving concerns about our removal services quickly and fairly. If you are unhappy with any aspect of our work, please tell us so we can put things right and continue to improve the service we provide.