Complaints Procedure
Complaints Procedure for Man and a Van Finsbury Park
This complaints procedure explains how customers of Man and a Van Finsbury Park can raise concerns about our removal and man and van services, and how those concerns will be handled. Our aim is to resolve any issues quickly, fairly, and consistently, while using feedback to improve our local moving services.
Our Commitment to Customers
We are committed to providing reliable, professional and careful moving and transport services. If something goes wrong, we want to know about it. We welcome complaints because they help us understand where our service can be improved and give us an opportunity to put things right for you.
All complaints will be treated seriously, handled confidentially where appropriate, and managed in line with this procedure.
What This Procedure Covers
This complaints procedure applies to all services provided by Man and a Van Finsbury Park, including but not limited to home removals, flat moves, office moves, man and van hire and local collection or delivery services.
You can use this procedure to complain about issues such as the standard of service you received, conduct or behaviour of removal staff, delays or missed time slots, handling of your belongings, communication before, during or after your move, and how we handled a previous complaint.
How to Make a Complaint
You can make a complaint in writing or verbally. Written complaints are preferred because they help us keep a clear record of the issue, but we will accept complaints in any reasonable form.
When making a complaint, please provide the following information to help us investigate efficiently: your full name and, if applicable, your company name; the date of your move or booked service; the collection and delivery addresses; a clear description of what went wrong; any relevant times, dates, and names of staff members involved; details of any damage, loss, delay or other problem; and what outcome or resolution you are seeking.
If you are unable to provide all of this information, we will still try to investigate based on what you can give us.
Time Limits for Raising a Complaint
You should raise your complaint as soon as possible so that we can investigate while the details are still fresh and any evidence is more easily available.
As a guide, we ask that you raise service complaints within 14 days of the move or service date. Concerns about loss or damage to items should be raised as soon as you become aware of them. Issues reported outside these time frames will still be considered where reasonable, but they may be harder to investigate fully.
How We Will Handle Your Complaint
Once we receive your complaint, we will log it and begin our complaints handling process. Our approach is designed to be transparent, fair, and proportionate to the nature of your concerns.
First, we will acknowledge your complaint. For written complaints, we will issue an acknowledgement within a reasonable period, confirming that your complaint has been received and is being looked into. For verbal complaints, we will confirm during the conversation that your issue is being treated as a complaint and explain the next steps.
Next, we will investigate the matter. This may include reviewing booking records and job sheets, speaking with the team members involved in your move, checking any photographs or notes taken on the day, and assessing any evidence you have provided, such as photos, inventories or correspondence.
We may contact you if we need further information or clarification. We ask that you cooperate fully and respond to any follow-up questions to help us reach a fair decision.
After the investigation, we will respond to you with our findings and proposed resolution. Where possible, we aim to provide a full response within 14 to 28 days from the date we receive your complaint. If the matter is particularly complex, we will let you know that we need more time and explain why.
Possible Outcomes and Remedies
Depending on the nature of your complaint and the outcome of our investigation, possible remedies may include an explanation of what went wrong and why, an apology for any inconvenience or distress caused, corrective action to avoid a recurrence of the problem, a gesture of goodwill where appropriate, or other practical solutions that are fair and proportionate to the issue.
Any offers made are without prejudice and are based on the specific circumstances of your complaint. Our aim is always to reach a reasonable and balanced solution.
If You Are Not Satisfied with the Outcome
If you are unhappy with our response, you can ask for your complaint to be reviewed. Your complaint will then be reconsidered, wherever possible by someone not previously involved in the handling of the matter.
During this review, we will look again at all the information available, consider any additional points you raise, and decide whether the original outcome should be upheld, varied, or changed.
We will then provide you with a final response setting out our position. This will mark the end of our internal complaints procedure.
Using Complaints to Improve Our Service
Complaints are an important source of feedback for Man and a Van Finsbury Park. We regularly review the complaints we receive to identify patterns, training needs, and opportunities to improve our processes, communication, and the way we look after customers and their belongings.
Where a complaint reveals that a change to our procedures or staff training is needed, we will take steps to implement those improvements for future moves and bookings.
Confidentiality and Data Protection
All complaints are handled with appropriate confidentiality. Information is only shared with staff who need it to investigate and resolve your complaint. Any personal data you provide as part of your complaint will be handled in line with applicable data protection requirements and used only for the purpose of managing and improving our services.
By following this complaints procedure, Man and a Van Finsbury Park aims to ensure that every customer is listened to, treated fairly, and offered a clear and timely response when things do not go to plan during a move or transport service.
