Complaints Procedure

Man with Van Hornsey Complaints Procedure

Man with Van Hornsey is committed to providing a reliable, professional and fair removal service. We aim to resolve any concerns quickly and transparently. This complaints procedure explains how you can raise an issue with us, how we will respond, and what you can expect at each stage of the process.

Purpose of this Complaints Procedure

This procedure is designed to give customers a clear and straightforward way to tell us when something has gone wrong. It helps us to investigate issues properly, put things right where we can, and improve our man and van and removal services for the future.

We treat all complaints seriously and view them as an important opportunity to learn and improve. You will never be charged for making a complaint, and your complaint will not affect any ongoing or future services you may choose to book with us.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our removal, man and van, packing, loading, transport, or related customer service. This might include concerns about punctuality, conduct of staff, handling of goods, damage or loss of items, communication before or during the move, or how your booking was managed.

If you are unsure whether your issue counts as a complaint, please raise it with us anyway. If it cannot be treated as a formal complaint, we will explain why and advise you on any other options available.

How to Make a Complaint

You can make a complaint verbally or in writing. We encourage you to provide as much detail as possible so we can investigate thoroughly. It is helpful if you include:

The date of your move or booking, the address where the service was carried out, a clear description of what went wrong, details of any damage, loss or inconvenience, any steps already taken to resolve the issue, and the outcome you are seeking, such as an explanation, apology, or review of costs.

If you make a verbal complaint during or immediately after your move, we will record the details and treat it in the same way as a written complaint.

Time Limits for Making a Complaint

To help us investigate effectively, please raise any complaint as soon as possible after the issue occurs. For concerns about damage, loss or delays, we encourage you to contact us within 7 days of your move. We may still consider complaints raised later than this, but our ability to investigate may be reduced if too much time has passed.

Our Complaint Handling Stages

Stage 1: Initial Review

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. We will confirm that we have your details, understand the main points of your concern and explain the next steps in the process.

At this stage we may contact you for more information, such as photographs of any damage, copies of your booking confirmation, or clarification of events on the day of the move. Gathering accurate information helps us to provide a fair and balanced response.

Stage 2: Investigation

Your complaint will then be investigated by a person with appropriate responsibility, who was not directly involved in any disputed actions wherever possible. They may speak to the team members who carried out your move, review notes from the day, examine any photographs or item lists provided, and check the service agreement relating to your removal.

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

Stage 3: Outcome and Response

After the investigation we will send you a clear written response. This will set out what we have understood your complaint to be, the steps we have taken to investigate, our findings, and our decision. Where your complaint is upheld in full or in part, we will explain what we will do to put matters right as far as is reasonably possible.

Potential outcomes may include an explanation or clarification, an apology, corrective action for future moves, or financial redress where appropriate and in line with our terms and conditions. If we do not uphold your complaint, we will explain our reasons in detail.

Stage 4: Further Review

If you are not satisfied with our Stage 3 response, you may request a further review. Please do this within 14 days of receiving our decision and explain which parts of our response you disagree with and why. A more senior person, who has not previously handled your complaint, will then review the case.

The reviewer may uphold our original decision, change it in part, or overturn it. We will provide you with a final written response, normally within 14 working days of your review request. This will mark the end of our internal complaints procedure.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will only be shared with staff who need it in order to investigate and respond to your complaint. We will store and process any personal data in line with applicable data protection requirements and our internal policies.

Recording and Learning from Complaints

We keep a record of complaints received, the issues raised and the actions taken. These records help us identify patterns, improve training, refine our procedures and raise overall standards across our man and van and removal services. By telling us when something has gone wrong, you help us improve the service for all customers.

Fair Treatment and Accessibility

We will always treat you with respect and courtesy throughout the complaints process and expect the same in return for our staff. We aim to make this procedure accessible to all customers. If you require assistance to raise a complaint or to understand our response, please let us know so that we can consider reasonable adjustments.

Updates to this Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our services, legal requirements or best practice within the removals and transport sector. The most current version will apply to any new complaints raised.

By using our services, you agree that any concerns will be handled in line with this procedure. We thank you for giving us the opportunity to resolve your complaint and improve our service.