How to make a formal complaint about a NMAVG Member

The NMAVG is committed to ensuring it's members maintain the highest standards of service. To ensure the integrity of our organsiation, we only want to retain Operators who share our commitment.

Before making a complaint to the NMAVG we suggest you contact the Operator to see if an amicable resolution can be found. You should only submit a formal complaint if you have exhausted discussions with the Operator. Please do not submit a complaint to the NMAVG if you haven't given the Operator the opportunity to rectify any issue. If you feel that your complaint is still unresolved then you can make a formal complain by downloading our complaints form at the bottom of this page.

Valid reasons to make a formal complaint

We have defined our service standards very clearly and we only accept complaints if the Operator has failed to adhere to any of the following standards:

That their vehicle(s) have a valid MOT certificate and are legally road worthy
That their vehicle(s) have adequate insurance cover for transporting third-party goods
That they hold a valid 'goods in transit' insurance policy
That all staff are experienced and trained in handling bulky/heavy goods
That all goods are handled with the maximum of care to minimise the risk of damage
That sufficient care is taken when moving goods within the Customers premises
That they have a clear and defined pricing policy which is confirmed prior to booking
That a receipt for payment is issued on request
That they will be courteous, helpful and respectful to all customers

Whilst some of our standards are not open to interpretation, i.e. a vehicle having a valid MOT certificate, other standards can only be judged within specific circumstances. A good example of this is point 9 regarding Operators being courteous, helpful and respectful. If an Operator appears rude and unhelpful from the very outset then you would have reason to make a formal complaint. However, if an Operator has been stuck in traffic for two hours and is at the end of a long, tiring day, a degree of understanding should be applied. Operators are human beings and not immune to tiredness, stress and the occasional 'bad day'. You should judge any Operator on the overall experience before making a complaint, not necessarily one incident.

Invalid reasons to complain

By the very nature of the transport industry, there are numerous factors that are beyond the Operators control and would not warrant complaint. Factors that would not warrant a formal complain include:

Lateness due to unexpected traffic congestion - No Operator wants to sit in traffic and is more likely to find an alternative route where possible.
Vehicle breakdowns - Even vehicles that are meticulously maintained are not exempt from breakdowns.
Damage to goods due to poor packing - If your goods are not packed properly, you cannot hold the Operator responsible for any damage that occurs.
Physical constraints - Experienced Operators will advise if they believe an item of furniture cannot safely be moved into/within a property. Pressuring an Operator to move a 7' sofa up a narrow flight of stairs will almost certainly result in damage to the sofa and/or the property.

Whilst this list is not exhaustive, it should add some clarity to what would be deemed a valid complaint. Please take a moment to fully consider the circumstances of your complaint before contacting the NMAVG to establish if the Operator was at fault.

What next?

NOTE: We only accept written complaints submitted using our complaints form. We do not accept complaints made by email, telephone or in any other format.

We will endeavor to deal with any formal complaint within 28 days of receipt. If we find that an Operator has breached our service standards then the complaint will be lodged as 'warranted' and will be added to the Operators file where it will remain for 12-months. Any Operator that accrues 3 warranted complaints within a 12 month period will have their membership cancelled. The Operator will also be barred from re-applying for membership for a period of 2 years.

At present, the NMAVG does not offer an arbitration service so our decision on any complaint will be final. If we accept a complaint as warranted, we have no legal right to enforce any financial penalty on an Operator or enter into any legal proceedings on your behalf. The NMAVG does not accept responsibility for any loss suffered by a Consumer through using a NMAVG Member, regardless of whether a complaint lodged is warranted or otherwise.

It is a practical impossibility for the NMAVG to constantly monitor if every Member has maintained their required insurance policies. It is the responsibility of the Consumer to check with the Operator at the time of booking that they hold valid insurance cover necessary to facilitate their service.

Click HERE to download our complaint form.