Complaints Procedure

Man with Van Finchley Complaints Procedure

Man with Van Finchley is committed to providing a reliable, professional and fair removals service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, what you can expect from us, and how we will work with you to reach a fair outcome.

Purpose of this complaints procedure

The purpose of this procedure is to give customers a clear and straightforward way to tell us when they are unhappy with any aspect of our man and van or removal services. It also sets out how we will handle and resolve complaints in a timely and transparent manner.

This procedure applies to all services provided by Man with Van Finchley, including local and longer-distance moves, residential and office moves, loading and unloading assistance, and related removal support services.

What is a complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where you would like us to review the situation and provide a response. This may include concerns about:

Service quality, care and handling of goods, punctuality or reliability of our team, conduct or attitude of our staff, clarity of information, pricing or documentation, communication before, during or after your move, and how we have handled a previous concern.

Raising a complaint helps us to put things right for you and improve our service for future customers.

How to make a complaint

You can raise a complaint verbally or in writing. We encourage you to contact us as soon as possible after the issue arises, so that details are still clear and we have the best chance of resolving the matter quickly.

When making a complaint, please provide as much information as you can, including:

Your full name, the address where the service took place, the date of your move or booking, a clear description of what went wrong, any relevant reference numbers or paperwork, the names of any staff involved, if known, and what outcome you are seeking.

If your complaint is made verbally, we may ask you to confirm the details in writing so that there is a clear record and we can ensure nothing is misunderstood.

Our complaints handling stages

We aim to resolve all complaints as quickly and fairly as possible. Our process has two main stages.

Stage one: Initial review and response

At this stage, your complaint will be logged and passed to an appropriate member of our team. We will:

Acknowledge your complaint within a reasonable timeframe, usually within five working days. Review the details you have provided and, if necessary, ask you for any further information we need. Investigate the complaint, which may include speaking with staff members, checking schedules, job notes, photographs and any other relevant records. Provide you with a written response explaining our findings, any action we have taken, and any proposals we have for resolving your complaint.

We aim to provide a full response as soon as reasonably possible, typically within 14 working days of acknowledging your complaint. If we need longer due to the complexity of the issue, we will let you know and keep you updated.

Stage two: Further review

If you are not satisfied with the stage one response, you may request a further review. In this case, a more senior member of our team will re-examine the complaint, the investigation carried out, and the response provided. They may contact you for additional information or clarification.

Following this review, we will send you a final written response confirming our conclusions and any final offer or action we are prepared to take. This stage is intended to provide a thorough and fair reconsideration of your concerns.

Possible outcomes and remedies

Where our investigation shows that we have made a mistake or fallen short of the standards we aim to maintain, we will look at appropriate remedies. These may include an explanation or apology, corrective action to put things right, service improvements or staff training, or where appropriate and in line with our terms and conditions, financial or other practical remedies.

Any remedy will be assessed on a case-by-case basis, taking into account the circumstances of the complaint, any evidence available, and our contractual obligations.

Time limits for complaints

We ask that complaints relating to our removal services and handling of goods are made as soon as possible, and in any event within a reasonable time of the move taking place. Prompt notification helps us to investigate properly, preserve evidence and speak to the staff involved while events are still recent.

Complaints made a long time after the event may be more difficult to investigate thoroughly, and this may limit the options available for resolution.

Your responsibilities

To help us handle your complaint efficiently, we ask that you:

Provide accurate and complete information about the issue. Keep any relevant documents, photographs or records that may support your complaint. Communicate with our team courteously and allow us reasonable time to investigate. Respond promptly if we request further details or clarification.

We reserve the right to end communication where a complainant behaves in an abusive, threatening or unreasonable manner. In such cases, we may restrict contact to written correspondence only.

Confidentiality and data protection

All complaints are handled sensitively. Information about your complaint will be shared only with those who need it in order to investigate and respond. We will store any personal data in line with our data protection obligations and retain it only for as long as necessary to manage your complaint and meet legal or regulatory requirements.

Continuous improvement

We review complaints we receive to identify any patterns, recurring issues or areas where our man and van and removal services can be improved. Lessons learned may result in changes to our procedures, staff training, customer communication or service standards. Your feedback, whether positive or negative, is important in helping us to maintain and improve the quality of our service.

This Complaints Procedure does not affect your statutory rights. If you have any questions about how to raise a concern or how your complaint will be handled, you can contact us and we will be happy to explain the process in more detail.