Complaints Procedure for Find Man and Van Services

Purpose and scope: This Complaints Procedure explains how customers and partners can raise concerns about the performance of a find man and van service, how those concerns are assessed, and how resolutions are reached. It applies to all bookings, collection and delivery tasks, and related interactions with our network of man and van providers. The aim is to ensure complaints are handled fairly, promptly and transparently.

We recognise that even with robust standards, things can go wrong. Whether an issue concerns punctuality, handling of goods, pricing clarity, or service behaviour, the process below describes the steps taken to investigate and resolve disputes. Use of different terminology such as Find a Man and Van or find man and van in this document refers to the same complaint pathway.

Who may complain: Any person who made a booking, the payer of a service, or a third party authorized to act on behalf of the customer may submit a complaint about a man and van assignment. Complaints may also be submitted by delivery recipients where permitted. The organisation handling the complaint will record the complainant’s relationship to the booking and the nature of the issue.

How to submit a complaint

Complaints should be made as soon as reasonably practicable. A clear description of the problem, relevant dates, booking reference and any supporting details assist with expedited handling. Where photographic or documentary evidence is available, it should be provided to support the claim. Our complaints team will acknowledge receipt and provide an anticipated timeframe for an initial response.

Acknowledgement and initial response: Upon receipt, an acknowledgement is issued. The acknowledgement outlines the next steps and who will handle the case. Most routine matters are reviewed and an initial outcome proposed within a defined period. For complex investigations, the complainant is kept informed of progress.

Preliminary assessment: The complaint is reviewed to determine whether it relates to a breach of service terms, negligence, damage to goods, misrepresentation of charges, or conduct concerns. Where appropriate, the case may be passed to a specialist investigator or an operational manager for detailed assessment. For complaints involving safety or potential legal risk, an expedited review is performed.

Investigation process

The investigation typically includes collection of statements from the driver and customer, review of job records, photos, delivery notes and any communication logs. If the complaint involves damage or loss, documented evidence is critical. The investigator evaluates whether obligations were met under the hire arrangement and whether corrective action or compensation is warranted.

During an investigation the complaint owner ensures impartiality. Conflict of interest situations are identified and, if found, the complaint may be reassigned. Where relevant, the roles of the hiring party and the man and van operator are examined separately to determine responsibility.

Possible outcomes: Following review, outcomes may include: an apology, remedial action (such as arranging a return or replacement), financial redress, correction to billing errors, or no further action where the complaint is unfounded. Each decision is accompanied by a clear explanation of the reasons and the basis for the outcome.

Remedies and compensation principles: Remedies are proportionate to the impact of the incident. Compensation aims to restore the customer to a position they would have been in had the issue not occurred, where appropriate. This might include refunding charges for the affected service, covering reasonable repair or replacement costs for damaged items, or other remedies consistent with fair practice.

Escalation and independent review: If a complainant is dissatisfied with the proposed resolution, an escalation path is available. An escalated review is conducted by a senior manager not previously involved in the case. The escalated review focuses on whether the original process adhered to procedure and whether the outcome was reasonable in all the circumstances.

Timelines: Timely resolution is a priority. Acknowledgements are issued promptly, preliminary responses are typically provided within 10 business days, and final outcomes aim to be delivered within 28 days of receipt of the complaint. Complex matters requiring third-party input may take longer; in those instances the complainant receives regular updates.

Record keeping and privacy: All complaints are recorded and retained in accordance with data protection principles. Records include the nature of the complaint, steps taken, evidence considered, and the outcome. Personal data is used solely to investigate and resolve the matter and is shared only with those necessary to process the complaint.

Continuous improvement: Complaints are a valuable source of learning. Patterns and root causes identified through complaints about man and van operations inform training, vetting processes, and contractual standards with operators. Regular reviews ensure procedures evolve to reduce recurrence.

Closure and confirmation: Once an outcome is reached and any agreed remedies implemented, the complainant receives formal confirmation of closure. If the complainant later provides new substantive evidence, the organisation will consider reopening the matter in line with the procedure.

Final notes: This complaints process balances efficiency with fairness. It emphasises clear communication, impartial investigation and proportionate remedies. By following the steps above, parties involved in a find man and van engagement can expect a structured approach to resolving disputes and improving service quality.

Key points to remember:

• Retain booking references and any documentation related to the job.
• Provide clear, concise evidence at the time of complaint.
• Expect regular updates during the investigation and a reasoned outcome.

Terminology notes: References to Find Man and Van, man and van service, Find a Man and Van or similar phrases all reference the same service framework and the complaints pathway described here.