Complaints Procedure

Complaints Procedure for Man with Van Finchley

This complaints procedure explains how customers can raise concerns about services provided by Man with Van Finchley and how those concerns will be investigated and resolved. It applies to all removal and man and van services, including home moves, office moves, and item transportation within our service area.

Our Commitment to Fair Resolution

Man with Van Finchley is committed to providing a reliable, professional and courteous service. If something goes wrong, we want to know about it so that we can put matters right where possible and improve our service in future. All complaints are treated seriously, handled in confidence as far as reasonably possible, and reviewed by a responsible person within the business.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, where a customer believes that:

The service received did not meet what was agreed at the time of booking. Our conduct during collection, transport or delivery fell below the standards expected of a professional removal service. There has been damage, loss, delay, or other issue relating to the handling of goods or the performance of the service. Our terms, charges, or communication have not been applied clearly or fairly.

We encourage customers to raise any issue as soon as they become aware of it so that it can be addressed promptly.

Raising an Informal Concern

In many cases, issues can be resolved quickly and informally. If you are unhappy with any aspect of our man and van or removal service on the day, please speak directly to the driver or team leader on site. They will do their best to correct the problem immediately, where it is safe and reasonable to do so.

If the issue cannot be resolved on the day, or if you would prefer not to speak to the crew, you can raise a more formal complaint as outlined below.

How to Make a Formal Complaint

To help us understand your complaint and respond effectively, please provide the following information when you contact us:

Your full name and the address where the service was carried out. The date of the service and, if available, your booking reference. A clear description of what went wrong and when it occurred. Details of any damage, loss, delays or other problems experienced. Copies of any relevant supporting information you have available, such as photographs of damage, inventories or written notes.

Please make your complaint as soon as reasonably possible after the event. Complaints raised promptly are easier to investigate and more likely to result in a satisfactory resolution.

Our Complaints Handling Stages

Stage 1: Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as we reasonably can. We will confirm that we have your details and outline the next steps in the process. At this stage we may ask for any additional information that will help our investigation.

Stage 2: Investigation

A responsible person within Man with Van Finchley will review your complaint in detail. This investigation may involve:

Speaking to the crew members involved in your move. Reviewing booking notes, job sheets and any photographs or records we hold. Considering the terms agreed at the time of booking and any special instructions. Assessing any evidence you provide regarding damage, loss, or delays.

We aim to complete our investigation within a reasonable timeframe, taking into account the complexity of the issue and the availability of information.

Stage 3: Outcome and Response

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

Our understanding of your complaint. The findings of our investigation. Any steps we have already taken or propose to take to put matters right. Any changes we will make to improve our service in the future as a result of your feedback.

Where your complaint is upheld in full or in part, we will seek to offer a fair and practical remedy. This may include an explanation, an apology, corrective actions, and where appropriate and subject to our terms and conditions, financial or other redress.

Complaints About Damage or Loss

If your complaint relates to damage to property or loss of items, please inform us as soon as possible and provide:

A description of the items affected. Photographic evidence of the damage where available. Confirmation of any pre-existing damage or special conditions affecting the items or the property. Any valuations, receipts or other documents that may assist in assessing your claim.

Claims for damage or loss will be considered in line with our agreed terms and conditions and any applicable limitations or exclusions explained at the time of booking.

Time Limits and Follow Up

We aim to respond to all complaints within a reasonable time. If we are unable to provide a full response within that period due to the complexity of the matter, we will explain why and give you an indication of when you can expect a final reply.

If you are dissatisfied with our final response, you may ask us to review the complaint again. A different person, where possible, will re-examine the matter to ensure it has been handled fairly.

Using Your Feedback to Improve

Every complaint helps us identify where our removal and man and van services can be improved, whether through staff training, clearer communication, better planning, or changes to our operational procedures. We regularly review complaints and feedback to help reduce the likelihood of similar issues occurring again.

Privacy and Data Handling

Information provided as part of a complaint is used only for the purpose of investigating and resolving that complaint, monitoring service quality, and meeting any legal or regulatory obligations. We handle all personal information in accordance with applicable data protection laws and retain it only for as long as necessary for these purposes.

Policy Review

This complaints procedure is reviewed periodically to ensure it remains clear, effective and in line with good practice for removal and man and van services. We may update the procedure from time to time, and the most recent version will apply to any new complaints received.