Complaints Procedure

Complaints Procedure for Man With a Van Highbury

Man With a Van Highbury is committed to providing a reliable and professional removals and man and van service. We understand that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our service for the future. This page explains how you can raise a complaint and how we will deal with it.

Purpose of This Complaints Procedure

The aim of this complaints procedure is to provide a clear and fair process for resolving any concerns you may have about our removal or delivery services. It sets out how to contact us, what information we need from you, the steps we will follow, and the timescales you can expect. Our objective is always to resolve issues as quickly and amicably as possible.

What Is a Complaint

A complaint is any expression of dissatisfaction about the service you have received from Man With a Van Highbury, whether it relates to the booking process, conduct of staff, timing, handling of goods, charges, or any other aspect of our work. You do not need to use specific terminology or refer to this procedure in order for your concern to be treated as a complaint.

Raising a Complaint Informally

In many cases, problems can be resolved quickly and informally. If you experience an issue during a removal or man and van job, please raise it with the driver or team leader on site at the earliest opportunity. They will do their best to address your concern immediately, for example by adjusting the service, clarifying charges, or taking corrective action where possible.

If the issue arises after the job has been completed, you can contact our office and explain what went wrong. Where appropriate, we will try to resolve the matter informally before it needs to progress to a formal complaint.

Making a Formal Complaint

If you are not satisfied with an informal response, or if your concern is serious, you can make a formal complaint. To help us investigate thoroughly and efficiently, please provide the following information:

1. Your full name and the address where the service was carried out.
2. The date and approximate time of the removal or man and van service.
3. A clear description of what happened and why you are dissatisfied.
4. Details of any damage, delay, missing items, or other specific issues.
5. Any supporting information such as photographs, inventory lists, or written notes from the day.
6. What outcome you are seeking, such as an explanation, apology, corrective work, or financial resolution.

We encourage you to send your complaint in writing so that we can keep an accurate record of what has been raised and respond in a structured way.

Timescales for Submitting a Complaint

To enable a proper investigation, we ask that complaints relating to a completed move or delivery are submitted as soon as reasonably possible, and ideally within 14 days of the service date. Complaints raised after this period may be more difficult to investigate fully, especially where evidence or recollection may be limited, but we will still review them where we reasonably can.

How We Will Handle Your Complaint

Once we receive your formal complaint, we will follow a clear process:

1. Acknowledgement: We will acknowledge your complaint and confirm that it is being reviewed. Where appropriate, we will ask for any further details we may need to understand the issue in full.
2. Investigation: We will review your complaint, speak to the staff involved, check booking details, job sheets, and any relevant records such as photographs or notes from the day of the move.
3. Assessment: We will consider what went wrong, whether our terms and conditions were met, and whether our standards of service and care were achieved.
4. Response: We will write to you with a clear outcome, setting out our findings, any steps we have taken to address the matter, and any offer of remedy where appropriate.

Response Times

We aim to provide a full written response to formal complaints within 10 working days of acknowledgement. If the issue is particularly complex, or if we need more time to obtain information, we will let you know and provide an updated timescale. Our priority is to give you a fair and considered response rather than a rushed one.

Possible Outcomes

Depending on the nature and circumstances of your complaint, possible outcomes may include:

1. An explanation or clarification where there may have been a misunderstanding.
2. A written or verbal apology if we accept that our service fell below the expected standard.
3. Corrective action, such as a return visit to complete or adjust work where feasible.
4. A goodwill gesture or other form of resolution, where appropriate and in line with our terms and conditions.

All outcomes will be considered on a case-by-case basis having regard to the evidence available and the scope of our responsibilities under the contract for services.

If You Are Still Unhappy

If you remain dissatisfied after receiving our formal response, you can ask for your complaint to be reviewed again. In doing so, please explain which aspects of the decision you disagree with and provide any additional information that you believe has not been considered. A more senior member of our team will then revisit the complaint and provide a final response.

Fair Treatment and Confidentiality

All complaints are handled sensitively. Making a complaint will not affect the way we provide services to you in the future. We use the information you provide only for the purposes of investigating and resolving the matter, and for improving our practices where needed. Details of your complaint will be shared only with personnel who need to know in order to address the issue.

Using Complaints to Improve Our Service

Feedback, including complaints, is valuable to us. We regularly review the issues that customers raise in order to identify patterns, training needs, or changes we should make to our systems and procedures. This helps us to maintain and improve the quality of our man and van and removal services across our operating area.

Summary

Man With a Van Highbury aims to deal with all complaints fairly, promptly, and professionally. By providing clear information and following the process outlined above, you help us investigate properly and reach an outcome that is as reasonable and transparent as possible. We are committed to learning from every complaint to deliver a better and more reliable service to all our customers.