Complaints Procedure
Bow Man and Van Complaints Procedure
Bow Man and Van is committed to providing a reliable, careful and professional removals and man and van service. We take all feedback seriously and view complaints as an opportunity to learn and improve. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.
Purpose of this Complaints Procedure
The purpose of this procedure is to give customers a clear and fair process for raising any dissatisfaction with our removal services, whether it relates to conduct, communication, timing, handling of belongings, or any part of your move. We aim to resolve issues quickly, respectfully and in a way that is transparent and easy to understand.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services where you would like a response or resolution. This can include, but is not limited to:
Service quality, including packing, loading, transport or unloading of your items
Damage to property or possessions during a move
Delays, missed time slots or cancellations
Conduct, attitude or behaviour of our team members
Accuracy or clarity of quotes, charges or invoices
Communication before, during or after your move
If you are unsure whether your concern is a complaint, please raise it with us and we will guide you through the appropriate next steps.
How to Make a Complaint
You can make a complaint in writing or verbally. Written complaints are usually easier to review, as they provide a clear record of your concerns. When making a complaint, please provide the following where possible:
Your full name and any booking reference related to your move
The date of your move and the addresses involved
A clear description of what went wrong and when it happened
Names or descriptions of any team members involved, if known
Details of any damage, including photographs where available
What outcome or resolution you are seeking
We recommend raising your complaint as soon as reasonably possible after the issue occurs, particularly where damage or loss is involved, so that we can investigate thoroughly while details are still fresh.
Our Complaint Handling Stages
We operate a structured process to ensure all complaints are handled fairly and consistently.
Stage One: Initial Response
Once we receive your complaint, we will acknowledge it as soon as we reasonably can. At this stage, we will:
Confirm that we have received your complaint
Clarify any details if we need further information from you
Explain the next steps and likely timescales for our investigation and response
We aim to carry out an initial review promptly, so that straightforward concerns can be resolved quickly where possible.
Stage Two: Investigation
Your complaint will then be investigated by a member of our management team who was not directly responsible for the work in question, wherever possible. The investigation may include:
Reviewing your booking details, inventory and any relevant paperwork
Speaking to team members who were present during the move
Reviewing photographs, messages or other evidence that you provide
Assessing whether our policies and procedures were followed correctly
Once the investigation is complete, we will send you a written response. This will set out:
Our understanding of your complaint
What we have investigated and the evidence considered
Our findings and conclusion
Any offer of resolution, such as an apology, explanation, corrective action or, where appropriate, a financial settlement in line with our terms and conditions
Stage Three: Further Review
If you are not satisfied with the outcome of Stage Two, you may request a further review. To do this, please respond to our written outcome, explaining which aspects you disagree with and why. A senior member of our team will then reassess the complaint, taking into account any additional information you provide.
After this review, we will provide a final written response, confirming our final position on your complaint and the reasons for our decision.
Time Limits for Complaints
We encourage you to report any issues involving damage, loss or service problems as soon as possible after your move. This allows us to investigate effectively, especially where multiple parties, properties or access arrangements are involved. Some types of claim may be subject to time limits set out in our terms and conditions or applicable law, so timely notification is important.
Our Commitment to Fairness and Respect
We treat all complaints with seriousness and respect, and we expect the same courtesy in return. Our team will always aim to communicate clearly, listen carefully to your concerns and remain professional throughout the process. We will not tolerate abusive, threatening or discriminatory language or behaviour towards our staff, and in such circumstances we may limit the methods of communication available.
Learning from Complaints
Complaints help us improve the way we handle moves for all customers, whether for homes, offices or smaller man and van jobs. We regularly review complaints and feedback to identify trends, training needs and opportunities to refine our procedures, equipment and communication. Where our investigation shows that we could have done better, we will always seek to learn from the experience and reduce the likelihood of similar issues in future.
Alternative Ways to Resolve Issues
We will always aim to resolve issues with you directly through this Complaints Procedure. In some cases, you may have additional rights under consumer law or may choose to seek independent advice about your options. Any such rights exist alongside, and are not limited by, this procedure.
Updates to this Procedure
We may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements or best practice within the removals sector. The version available from us at the time you make your complaint will normally apply to the handling of that complaint.
If you have any questions about this Complaints Procedure or how it applies to your situation, please contact us and we will be happy to explain it in more detail.
