Complaints Procedure

Complaints Procedure for Man With a Van Islington

Man With a Van Islington is committed to providing a reliable, professional and friendly removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put things right and improve our services for future customers. 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 provide a clear and straightforward way for customers to tell us when they are unhappy with any aspect of our removal or man and van services, including local moves, long-distance transport, packing assistance and related support. It also ensures that all complaints are handled consistently, fairly and in a timely manner.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This can include concerns about the standard of our work, the conduct of our staff, timekeeping, communication, pricing clarity, damage or loss of items, or any other aspect of the moving service we provide.

We treat all complaints seriously, no matter how small they may appear. Raising a complaint will never affect your right to receive services from us in the future.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints can be submitted by post or via our online contact form on our website. Verbal complaints can be made to a member of our team in person on the day of your move or by contacting our office.

To help us investigate your complaint quickly and thoroughly, please provide as much detail as possible, including:

The date and approximate time of your move or booking; the address where the service was carried out; a description of what went wrong or why you are dissatisfied; the names of any staff members involved, if known; any relevant reference or booking numbers; and what you would consider a reasonable outcome or resolution.

If you need assistance making a complaint, for example due to language, accessibility or any other reasons, please let us know and we will do our best to support you.

Our Complaints Handling Stages

Stage 1: Initial Review and Acknowledgement

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. For written complaints, we aim to provide an acknowledgement within a few working days. For verbal complaints, we will acknowledge your concern at the time and, where appropriate, confirm the details in writing.

In this acknowledgement, we will confirm that we have received your complaint, clarify any missing details needed for our investigation, and explain the next steps and indicative timescales for our response.

Stage 2: Investigation

Your complaint will be investigated by a manager or senior team member who was not directly involved in the issue wherever possible. The investigation may include speaking with staff who carried out your move, reviewing booking and job records, assessing photographs or other evidence, and, if relevant, checking any agreed inventory or service notes.

We may contact you if we need more information or to clarify any points. Keeping in touch helps ensure that our understanding of the situation is accurate and that we consider your perspective fully.

Stage 3: Response and Proposed Resolution

After we complete our investigation, we will provide you with a clear response. This will usually include a summary of your complaint, what we have found as a result of our investigation, and any actions we propose to put things right or prevent a similar issue in future.

Possible outcomes may include an apology and explanation, corrective actions during or after your move, a review of our internal procedures or staff training, or, where appropriate, consideration of compensation in line with our terms and conditions and any applicable insurance cover.

We aim to respond in full within a reasonable timeframe. If, for any reason, we cannot provide a full response within that time, we will let you know and give you an updated timescale.

Stage 4: Escalation if You Are Not Satisfied

If you are not satisfied with our response at Stage 3, you can ask for your complaint to be reviewed at a higher level within Man With a Van Islington. Please tell us why you are unhappy with the outcome and what you would like us to reconsider.

A senior member of our team will review the handling of your complaint and the decision made, considering any new information you provide. Following this review, we will send you a final response explaining our position.

Confidentiality and Data Protection

All complaints are handled in confidence and in line with our data protection obligations. Information about your complaint will be shared only with those who need it to investigate and respond, or where we are required to disclose it by law.

Fairness and Non-Discrimination

We handle all complaints fairly and without discrimination. Your complaint will be considered on its merits, regardless of who you are or the nature of your concern. Making a complaint will not result in you being treated unfavourably by any member of our team, either now or in the future.

Using Feedback to Improve Our Service

We value all feedback from our customers, including complaints, as an important tool for improving our removal and transport services. Where we identify recurring issues, we may review our policies, provide further staff training, or adjust our processes to help prevent similar problems from arising again.

Alternative Resolution and Legal Rights

This complaints procedure is intended to offer a straightforward internal route to resolving concerns about our man and van and removal services. It does not affect your legal rights. If, after completing our complaints process, you remain dissatisfied, you may seek independent advice regarding your options.

By clearly outlining how we handle concerns and what you can expect, Man With a Van Islington aims to resolve issues promptly, fairly and transparently, helping to maintain trust and confidence in the service we provide.