Complaints Procedure
Man with Van Highbury Complaints Procedure
Man with Van Highbury is committed to providing reliable and professional removal services. We understand that occasionally things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage. Our aim is to resolve any issues fairly, promptly and transparently.
Scope of this Complaints Procedure
This procedure applies to all customers who use our man and van and removal services. It covers concerns about the quality of service, conduct of team members, handling and transport of belongings, punctuality, adherence to agreed quotations, and after-service support. It does not cover matters that are being dealt with by insurers, law enforcement authorities, or disputes that have already been resolved or decided by a court.
Our Complaints Principles
We handle every complaint in line with the following principles:
We treat all customers with respect and courtesy. We listen carefully to your concerns and gather all relevant information. We aim to respond within clear timeframes and keep you updated. We investigate fairly and objectively, without bias. We aim to put things right where we have made a mistake. We use feedback to improve our removal and man with a van services.
Raising a Complaint
If you are dissatisfied with any aspect of our service, please tell us as soon as possible so that we can try to resolve the issue quickly. In many cases, concerns can be resolved informally by speaking to the team on the day of your move or contacting our office shortly afterwards. If your concern is not resolved informally or you prefer to make a formal complaint, please provide the following information so that we can investigate thoroughly:
Your full name. The date of your move and, if known, any reference or booking details. The collection and delivery addresses. A clear description of what went wrong. Details of any loss or damage, including dates and circumstances. Any steps already taken to try to resolve the matter. What outcome you are seeking, if you wish to state this.
Stages of the Complaints Process
Stage 1: Initial Review
Once we receive your complaint, we will log it and acknowledge receipt within a reasonable timeframe. During this stage, we will:
Review the information you have provided. Check any relevant booking records, job notes, and communications. If appropriate, speak with the removal team involved. We may contact you for additional information or clarification if needed to understand the situation fully.
Stage 2: Investigation and Response
After the initial review, we will conduct a more detailed investigation where necessary. We aim to provide a written response detailing our findings and any proposed resolution. Our response will normally set out:
A summary of your complaint. The steps we have taken to investigate. The outcome of our investigation. Any proposed remedy or explanation where no remedy is appropriate.
Depending on the nature of the complaint, possible outcomes may include an apology, an explanation, a practical solution, or a goodwill gesture, where appropriate and at our discretion. Where damage or loss is involved, any remedy will be subject to our terms and conditions and the level of cover that applied to your move.
Stage 3: Further Review
If you are not satisfied with the outcome at Stage 2, you may request a further review. When asking for a review, please explain why you remain dissatisfied and highlight any information you believe has not been considered. A different member of our team, or a senior representative where available, will reassess the complaint, our handling of it, and the outcome offered. We will then issue a final response.
Time Limits for Making a Complaint
We ask that complaints relating to service quality, behaviour, or general concerns are raised as soon as possible and normally within a reasonable period after the service has been completed. Where a complaint concerns loss or damage to items, we may apply specific time limits in line with our terms and conditions and any applicable insurance requirements. Raising concerns promptly helps us investigate effectively and gives us the best opportunity to resolve matters.
How We Use Complaint Information
We record complaints to help monitor service performance and customer satisfaction across our removal operations. Information gathered is used to identify any recurring issues, training needs, or process changes that may improve our man with a van services. Personal information shared as part of a complaint will be handled in line with our privacy practices and used only for managing and reviewing the complaint, improving our services, and complying with any legal obligations.
Your Responsibilities
To help us deal with your complaint efficiently, we ask that you:
Provide clear, accurate information about what has happened. Supply any relevant supporting information you hold, such as photos of damage or written notes. Communicate with our team courteously and allow us reasonable time to investigate. Respond to our requests for further information where needed. Avoid making unfounded or misleading claims.
We reserve the right to end communication where a customer behaves in an abusive, threatening, or discriminatory manner towards our staff.
Third Parties and Representation
In most cases we will communicate directly with the customer who booked the service. If you wish someone else to handle the complaint on your behalf, we may ask for confirmation that you authorise us to discuss your booking with that person. Where an insurer or another organisation becomes involved, we may be required to liaise with them directly regarding certain aspects of the case.
Changes to this Complaints Procedure
We may update this Complaints Procedure from time to time to reflect changes in our services, internal processes, or legal and regulatory requirements. Any revised version will apply to complaints raised after the date of publication. We encourage customers to review this procedure when raising a complaint to understand the current process.
Conclusion
Man with Van Highbury values all feedback, including complaints, as an important part of maintaining and improving the quality of our removal services. By following this procedure, we aim to ensure that every concern is treated seriously, investigated fairly, and used to support ongoing improvements in the way we plan, carry and complete moves for our customers.
