Complaints Procedure
Complaints Procedure for Man with Van Finsbury Park
This complaints procedure explains how customers of our man and van removal service can raise concerns, how those concerns will be handled, and the steps available if you are not satisfied with the outcome. We aim to provide a reliable, careful and professional moving service, and we treat every complaint as an opportunity to improve.
Our Commitment to Handling Complaints
We are committed to dealing with all complaints fairly, consistently and promptly. Whether your issue relates to a local house move, a flat relocation, or transport of items as part of our man and van service, we will investigate your concerns and try to resolve them as quickly as possible.
We will always:
• Listen carefully to your concerns and treat you with respect.
• Aim to resolve straightforward issues at the earliest opportunity.
• Carry out a fair and objective investigation where further review is needed.
• Explain our findings and any proposed resolution in clear language.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our man and van or removal services, whether justified or not, where you are seeking a response or resolution. Examples include, but are not limited to:
• Concerns about punctuality, conduct or behaviour of staff.
• Issues with the way your belongings were handled, packed or transported.
• Disputes about charges, quotations or additional fees.
• Problems with communication before, during or after your move.
• Dissatisfaction with how a previous issue was resolved.
You do not need to use the word “complaint” for this procedure to apply. If you tell us you are unhappy and want us to put something right, we will treat it as a complaint.
How to Make a Complaint
You can raise a complaint in writing or verbally. Written complaints are generally easier for us to investigate because we can refer back to the details you provide. When submitting your complaint, please include:
• Your full name and the address where the service was provided.
• The date of your move or booking and any reference number you may have.
• A clear description of what went wrong and when it happened.
• The names of any staff you dealt with, if known.
• Any evidence that may help, such as photographs or inventory notes.
• What outcome or resolution you are seeking, if you have something specific in mind.
If you initially complain verbally, we may ask you to confirm key details in writing so we can keep an accurate record.
Time Limits for Making a Complaint
You should raise any complaint as soon as possible after the issue occurs. Complaints about damage to property or belongings should be reported without delay so that we can inspect the items and review any relevant records. If you complain long after the move has taken place, it may be more difficult to investigate fully, but we will still consider your complaint and explain what we can reasonably do.
Our Complaints Handling Process
Stage 1: Initial Review
When we receive your complaint, we will acknowledge it and record the details. Where possible, the person who handled your booking or supervised your move will try to resolve the matter quickly. Many issues can be put right at this stage, for example by clarifying charges, apologising for inconvenience or offering a practical solution.
Stage 2: Formal Investigation
If your complaint is complex, involves alleged damage, or cannot be resolved at the initial stage, it will be referred for a more detailed review. The person responsible for investigating will:
• Examine booking details, job sheets and any relevant documentation.
• Speak with the members of staff involved in your move.
• Review photographs, inventories and any other evidence you provide.
• Consider whether our usual procedures were followed correctly.
Once the investigation is complete, we will provide a response setting out our findings, any offer of remedy, and the reasons for our decision.
Possible Outcomes and Remedies
Depending on the nature of your complaint and what we find during our investigation, possible outcomes may include:
• An explanation or clarification where there has been a misunderstanding.
• A sincere apology for inconvenience or distress caused.
• Practical steps to put things right where this is possible.
• A review of internal processes or staff training to help prevent a recurrence.
• Consideration of compensation where appropriate and in line with our terms and conditions.
Any financial remedy will take into account our contractual terms, the extent of any proven loss or damage, and any relevant limitations or exclusions that were agreed when you booked our man and van service.
If You Remain Dissatisfied
If you are not satisfied with the outcome of your complaint, you may ask for a further review. In that case, your complaint and the way it has been handled will be reconsidered by a more senior person who was not directly involved in the original investigation. They will look at:
• Whether the complaint was handled fairly and in line with this procedure.
• Whether all relevant information and evidence were considered.
• Whether the outcome and any remedy offered were reasonable in the circumstances.
After this review, we will confirm our final position. At that point, although our internal complaints procedure will have been exhausted, we will still welcome feedback on how we can make our man and van and removal services clearer, safer and more efficient.
Using This Procedure
This complaints procedure applies to all customers using our man and van and removal services, whether for small local moves, larger home relocations or transport of single items. By setting out a clear process, we aim to make it easy for you to tell us when something goes wrong so that we can respond promptly and improve our service for future customers.
