Man with Van Islington Complaints Procedure
This complaints procedure explains how Man with Van Islington manages and resolves concerns about our man and van and removal services. We aim to provide a clear, fair and timely process so that every customer knows how to raise an issue and what to expect from us in response.
Our Commitment to Customers
We work hard to deliver a reliable and professional moving service for homes, flats, offices and small businesses. On the rare occasion that something does not go as planned, we encourage customers to tell us. Complaints help us to put things right as quickly as possible and to improve our services for the future.
We are committed to:
Listening carefully to every complaint
Investigating fairly and without bias
Responding within reasonable timescales
Offering appropriate explanations, solutions or remedies where we are at fault
Using feedback to review our training, processes and standards
What This Procedure Covers
This procedure applies to complaints relating to our man and van and removal services, including:
Quality of service on the day of the move
Conduct or attitude of drivers, porters or office staff
Timekeeping, delays or missed bookings
Handling or protection of goods during loading, transport or unloading
Damage to property or possessions where our team may be responsible
Accuracy of quotations and clarity of pricing
Communication before, during or after your move
It does not cover issues that are outside our control, such as traffic congestion or access restrictions that were not disclosed in advance, though we will still review how we handled the situation.
How to Raise a Complaint
We recommend that you raise any concern as soon as possible after the issue occurs. Wherever possible, please first speak to a member of the team on the day of the move. Many problems can be resolved quickly on site through clear communication and practical solutions.
If the issue cannot be resolved at the time, or if you prefer to make a formal complaint, you can contact our office. When you get in touch, please provide the following information so we can investigate thoroughly:
Your full name and, if applicable, business name
The date and time of your booking
The collection and delivery addresses
A clear description of what went wrong
Names or descriptions of any staff involved, if known
Any supporting information such as photographs of damage, inventories, or notes made on the day
Any steps already taken to try to resolve the matter
Time Limits for Making a Complaint
To help us investigate effectively, we ask that complaints are raised within a reasonable time frame:
Service-related issues such as punctuality, behaviour or communication should be reported within 7 days of your move.
Claims regarding damage or loss of items should be reported as soon as you become aware of the problem, ideally within 48 hours of the end of the job, and no later than 7 days.
While we will do our best to review older complaints, delays in reporting may limit our ability to obtain evidence, speak to staff while events are fresh in their memory, or verify the condition of items and premises.
How We Handle Your Complaint
Once we receive your complaint, we follow a clear process designed to be fair and transparent.
Acknowledgement: We will acknowledge your complaint and let you know that it is being reviewed. Where possible, we will also provide an estimated timescale for our full response.
Investigation: We will gather all relevant information. This may include speaking with the staff involved, reviewing job notes, reassessing the details of your booking, and examining any photographs or other documents you provide.
Assessment: We will consider the circumstances objectively, taking into account our terms and conditions, the information available from both sides, and what is reasonable and proportionate in the situation.
Response: We will provide a clear reply explaining our findings. Where we are at fault, we will outline the steps we propose to resolve the matter. This may include an apology, an explanation, corrective action, or where appropriate, consideration of a financial remedy in line with our terms.
Possible Outcomes and Remedies
Depending on the nature of your complaint and the outcome of our investigation, remedies may include:
A clear explanation of what happened and why
A sincere apology where we have fallen short of our standards
Measures to correct any ongoing problem where possible
Internal action such as additional staff training or changes to procedures
Consideration of compensation or contribution to repair or replacement costs in cases where loss or damage is directly attributable to our negligence and supported by evidence, always subject to our terms and conditions and any agreed limitations of liability
If You Are Not Satisfied
If you feel that your complaint has not been handled fairly or fully, you may ask for your case to be reviewed by a more senior member of our management team. When requesting a review, please set out clearly which aspects of the original response you disagree with and why, and provide any additional information you feel is relevant.
The reviewing manager will look again at the details of your complaint, the investigation and the outcome, and will provide a further response. This review represents the final stage of our internal complaints procedure.
Using Complaints to Improve Our Service
Man with Van Islington treats every complaint as an opportunity to improve. We regularly review the complaints we receive to identify patterns, recurring issues or areas where we can enhance our training, communication and working practices.
By following this complaints procedure, we aim to ensure that all concerns are handled consistently and respectfully, and that our man and van and removal services continue to meet the expectations of our customers across our service area.
