Complaints Procedure

Complaints Procedure for Man With a Van Finsbury Park

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

Our Commitment to You

We aim to handle all complaints fairly, consistently and promptly. We will treat you with respect, listen carefully to your concerns, and seek a solution that is reasonable and proportionate. We use the term complaint to mean any expression of dissatisfaction about our removal, transport or associated services, whether justified or not, that requires a response.

Scope of This Complaints Procedure

This procedure applies to complaints about our moving and man and van services, including but not limited to local and longer-distance removals, loading and unloading, packing assistance and transport of goods. It covers issues such as punctuality, conduct of staff, quality of service, communication, and handling of belongings.

This procedure does not cover general enquiries, requests for quotations, or cancellations where no dissatisfaction is expressed. Those will be handled through our usual customer service processes.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints are preferred, as they help us record all the details accurately. When submitting a complaint, please provide the following information where possible:

1. Your full name

2. The date of the service and approximate time

3. The collection and delivery addresses

4. A clear description of what went wrong

5. Any relevant photographs, notes or reference numbers

6. What outcome you are seeking, such as an explanation, apology, corrective action or consideration of a goodwill gesture

If you are complaining on behalf of someone else, please make sure you have their permission to do so and provide their details as well as your own.

Timescales for Raising a Complaint

To help us investigate effectively, we ask that you raise any complaint as soon as possible after the event, and ideally within 14 days of the service taking place. Complaints raised after a longer period may be more difficult to investigate fully because records and recollections may no longer be complete, but we will still consider them where reasonable.

How We Will Handle Your Complaint

We aim to manage complaints in a straightforward and transparent way. Our process usually follows these stages:

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it within five working days. Where possible, we will do this using the same method you used to contact us. Our acknowledgement will confirm that we have received your complaint and outline the next steps.

Stage 2: Investigation

Your complaint will be reviewed by a person with appropriate responsibility who was not directly involved in the matter you are complaining about. They may:

1. Review booking details and any relevant documentation

2. Speak with the staff members involved in your move

3. Assess any photos or supporting evidence you have provided

4. Contact you if further information or clarification is needed

We aim to complete this investigation and provide a full response within 14 working days of our acknowledgement. If the matter is particularly complex or requires more time, we will let you know and provide an updated timescale.

Stage 3: Response and Outcome

Once we have completed our investigation, we will send you a clear written response. This will set out:

1. The details of your complaint as we understand them

2. A summary of the investigation carried out

3. Our findings and any conclusions reached

4. Any actions we will take, which may include an explanation, an apology, corrective measures, staff training or other steps we consider appropriate

Where your complaint involves potential damage or loss of items, we may ask for additional information, such as proof of value or photographs, to help us assess the situation. Any consideration of compensation or goodwill gestures will be handled in line with our terms and conditions and any relevant insurance arrangements.

If You Are Not Satisfied With the Outcome

If you are unhappy with our response, you may ask for your complaint to be reviewed again. In doing so, please explain which aspects of the response you disagree with and why, and include any additional information you feel is relevant.

A more senior member of our team will then review the original complaint, the investigation and the response, and may carry out further enquiries where necessary. We will aim to provide you with a final written decision within 14 working days of receiving your request for further review.

Confidentiality and Data Protection

All complaints will be handled in confidence. Information will only be shared with those who need it to investigate and respond to your concerns. We will handle personal data in accordance with applicable data protection requirements. We will keep a record of your complaint and our response for monitoring and improvement purposes.

Using Complaints to Improve Our Service

We view complaints as an opportunity to learn and improve how we deliver our man and van and removal services. We regularly review the complaints we receive to identify patterns, training needs and areas where our processes can be strengthened. Where appropriate, we update our procedures, staff guidance and service standards in response to the feedback we receive.

Reasonable Expectations

We expect our staff to deal with all complaints politely and respectfully, and we ask that customers treat our team in the same way. We understand that moving can be stressful, and that dissatisfaction can cause frustration, but we will not tolerate abusive, threatening or discriminatory behaviour. In extreme cases, we may end communications where behaviour is unreasonable or abusive, after explaining our reasons.

Review of This Complaints Procedure

This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective for customers using our removal and man and van services. We may update it from time to time to reflect changes in our operations, relevant guidance or applicable legal requirements.