Complaints Procedure for Man With a Van Finsbury

Man With a Van Finsbury is committed to providing a reliable, professional and courteous removal service. We recognise that, on occasion, things may not go according to plan. When this happens, we want to know about it so we can put things right and improve our services. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear and fair route for customers to express dissatisfaction with any aspect of our man and van or removal services. It applies to all customers who have booked or used our services, including local moves, small removals, furniture collections, deliveries and related activities.

We aim to:

Listen carefully to your concerns.

Resolve issues as quickly as possible.

Provide clear explanations and, where appropriate, offer practical solutions.

Use feedback to prevent similar issues from occurring again.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not. This may include, but is not limited to:

Concerns about punctuality, reliability or conduct of staff.

Issues with how your belongings were handled or transported.

Disputes about charges, quotations or invoicing.

Problems with communication before, during or after a move.

Any other matter where you believe we have not met the standard of service we aim to provide.

How to Make a Complaint

You can raise a complaint verbally or in writing. We recommend submitting complaints in writing wherever possible, as this helps avoid misunderstandings and allows us to keep a clear record of your concerns and our responses.

Please provide the following information when making a complaint:

Your full name and the address where the service was carried out.

The date of your move or booking.

A clear description of what went wrong.

Details of any conversations already held with our team about the issue.

Any evidence that may assist us, such as photographs or item lists, if relevant.

Written complaints help us investigate more effectively, but if you prefer to raise your complaint verbally, we will still treat it seriously and record the key details.

Time Limits for Making a Complaint

We ask that complaints are raised as soon as reasonably possible after the issue occurs. This allows us to investigate while the details are still fresh and any evidence is readily available.

In cases involving potential damage to goods or property, you should notify us as soon as you become aware of a problem. Delays in reporting may affect our ability to investigate properly and, where applicable, may have an impact on any claim for loss or damage.

Our Complaints Handling Process

We follow a clear and structured process for handling complaints related to our man and van and removal services.

1. Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as possible. For written complaints, this will usually be within a few working days. The acknowledgement will confirm that we have received your complaint and that it is being reviewed.

2. Investigation

Your complaint will be investigated by a responsible person within the business. They may:

Review any booking records, job sheets and relevant documents.

Speak with the staff involved in your move or collection.

Assess any photographs or supporting information you have provided.

We aim to complete most investigations within a reasonable period. If the matter is complex or requires more time, we will keep you updated on progress.

3. Response and Outcome

Once the investigation is complete, we will provide you with a clear response setting out:

What we have understood your complaint to be.

What we have found during our investigation.

Whether we uphold or do not uphold your complaint, in full or in part.

Any steps we propose to take to resolve the matter.

Possible outcomes may include an explanation or clarification, an apology, a practical solution such as a return visit, or other appropriate redress depending on the circumstances. Any offer made will be based on the information available and in line with our terms and conditions.

Escalating Your Complaint

If you are not satisfied with the initial outcome of your complaint, you may ask for the decision to be reviewed.

When requesting a review, please explain why you remain dissatisfied and provide any additional information that you feel has not been considered. A more senior member of the team or an alternative responsible person will then reassess the complaint and the original outcome.

Following this review, we will issue a final response outlining our position. This represents the conclusion of our internal complaints process.

What We Expect from Customers

We aim to treat all customers fairly and with respect, and we expect the same in return. We understand that problems can be frustrating, particularly when they involve personal belongings or time-sensitive moves, but we ask that you communicate with our team calmly and constructively.

We may decline to engage further if a complaint becomes abusive, threatening or deliberately misleading. However, we will still seek to address the underlying service issue where possible.

Using Feedback to Improve Our Service

Every complaint we receive is an opportunity to review and improve our services across the local area we serve. We regularly analyse complaints to identify recurring issues and trends, and we may use this information to:

Refine our booking and scheduling processes.

Provide additional training to drivers and removal staff.

Improve how we communicate with customers about timings, access and handling of items.

Adjust our procedures to prevent similar issues arising in future.

Confidentiality and Data Protection

All complaints are handled in confidence. Information will only be shared with those who need to know in order to investigate and resolve the matter. We handle all personal information in line with applicable data protection principles and keep records of complaints for monitoring and improvement purposes.

Review of This Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective for customers using our man and van and removal services. Updated versions may be issued to reflect changes in our operations, legal requirements or best practice.

If you have any concerns about how your complaint is being handled, you can raise this as part of the process so that we can address it promptly.