Bow Man and Van Complaints Procedure

Bow Man and Van is committed to providing a reliable and professional removals and man and van service. We work hard to prevent problems, but we recognise that sometimes things may not go as planned. This Complaints Procedure sets out how you can raise a concern, what you can expect from us in response, and how we will work with you to reach a fair outcome.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear and accessible way for customers to tell us when they are dissatisfied with any aspect of our removals or related services. It also helps us learn from complaints and improve our standards, customer care, and service delivery. We treat all complaints seriously, whether they relate to punctuality, conduct of staff, handling of items, communication, charges, or any other part of the service.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether verbal or written, from a customer who believes that Bow Man and Van has failed to deliver a service to the standard reasonably expected. This may include, but is not limited to:

Issues with booking, scheduling, or arrival times for a move or collection.

Concerns about the behaviour, professionalism, or appearance of our removal team.

Disputes about how goods were handled, packed, loaded, transported, or unloaded.

Concerns about damage to property or loss of items during a move.

Disagreement regarding charges, invoices, or additional costs.

Any other matter where you feel our service did not meet the standard promised or reasonably expected.

How to Make a Complaint

You can make a complaint in the way that is most convenient for you. We accept complaints in writing or verbally. If you contact us by telephone or in person, we may ask you to confirm the details in writing so that we have an accurate record of your concerns.

When you make a complaint, please provide as much detail as possible so we can look into the matter efficiently. Useful information includes:

Your full name and address.

Any relevant booking reference or job date.

A clear description of what went wrong and when it occurred.

Details of any immediate steps taken at the time of the incident.

Copies of any supporting information you wish us to consider, such as photographs of damage, inventories, or written notes.

You may make a complaint at any time after an issue arises, but it is helpful if you contact us as soon as possible so that we can investigate while details are still fresh and evidence is more readily available.

Our Complaints Handling Process

We aim to handle all complaints fairly, consistently, and within reasonable timescales. Our process generally follows the steps below.

1. Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. If your complaint is received in writing, we will confirm that we have it on record. If we need more information to understand your concerns, we will contact you to clarify the details.

2. Investigation

A member of the management team will review your complaint carefully. This may include speaking to the removal team or office staff involved, checking job notes, reviewing photographs, and considering any relevant terms and conditions. We may contact you during this stage if we need further information or clarification to complete our investigation thoroughly.

3. Response and Outcome

Once our investigation is complete, we will provide you with a clear response. This will explain:

What we have understood your complaint to be.

What we have found during our investigation.

Whether your complaint is upheld in full, in part, or not upheld.

Any steps we propose to put things right where appropriate.

We aim to respond in a reasonable timeframe, taking into account the complexity of the issues raised. If for any reason we expect our investigation to take longer, we will let you know and provide an updated timescale.

Possible Resolutions

Where we accept that our service has fallen short of the standard reasonably expected, we will consider appropriate remedies. These may include an explanation and apology, corrective actions on a future booking, or where applicable and in line with our terms and conditions, a financial remedy relating to loss or damage that is covered under our contractual and legal responsibilities.

Any remedy offered will take into account the circumstances of the complaint, the extent of any loss or inconvenience suffered, the information available, and any relevant limits or exclusions set out in our terms of business.

If You Are Still Unhappy

If you are not satisfied with the outcome of your complaint, you may ask for a further review. A different member of the management team will reassess the handling of your complaint and the decision made. They will consider whether the investigation was complete and fair and whether the outcome was reasonable based on the evidence.

After this review, Bow Man and Van will issue a final position. At that stage, if you remain dissatisfied, you may wish to seek independent advice regarding any further options that may be available to you.

Keeping Records and Improving Our Service

We keep records of complaints, outcomes, and any actions taken. This helps us monitor patterns, identify areas where removals processes can be improved, and ensure that staff receive appropriate guidance and training. Complaints are treated as an important source of feedback, to help Bow Man and Van continue to provide a safe, efficient, and professional moving service.

Confidentiality and Data Protection

All complaints are handled with respect for your privacy. Information about your complaint will only be shared within Bow Man and Van where necessary to investigate and respond. We handle personal information in line with applicable data protection requirements and retain complaint records only for as long as needed for legitimate business and legal purposes.

Review of This Complaints Procedure

Bow Man and Van reviews this Complaints Procedure periodically to ensure it remains clear, effective, and appropriate for our removals and man and van services. We reserve the right to update or amend this procedure when necessary, and any changes will apply from the date they are published.