Man and a Van Highbury Complaints Procedure
Man and a Van Highbury is committed to providing a reliable, professional and courteous removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear about it so that we can put things right wherever possible and improve our service for the future. This complaints procedure explains how you can raise a concern, how we will respond, and the steps we will take to resolve the matter.
Our approach to complaints
We treat all complaints seriously and handle them in a fair, consistent and transparent way. Our aim is to resolve problems quickly and informally whenever possible. Where a more detailed investigation is needed, we will keep you informed of progress and provide a clear explanation of our findings and any action we will take.
We welcome feedback from all customers using our man and van and removal services, including local collections, house moves, flat moves, student moves and small office relocations. Complaints are used as an opportunity to review how we work, identify training needs and prevent the same issues from happening again.
What counts as a complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may relate to areas such as:
Service delivery, including punctuality, loading or unloading
Conduct, attitude or behaviour of our drivers or porters
Care and handling of your belongings during a move
Charges, quotations, invoices or payment arrangements
Communication before, during or after your move
You do not need to use any special language or format for your concern to be treated as a complaint. If you tell us that you are unhappy and want us to look into something, we will treat this as a complaint.
Raising a complaint
You should raise your complaint as soon as possible after the issue arises, ideally within 14 days of your move or the incident you are unhappy about. The sooner you contact us, the easier it is for us to investigate fully and resolve the matter.
You can make a complaint in writing or verbally. When submitting your complaint, please tell us:
Your full name and the address where the service was provided
The date of your move or booking
A clear description of what went wrong
Who you dealt with, if known
What outcome you are seeking, for example an explanation, apology, correction or compensation
Providing as much detail as possible, including any relevant photographs or notes, helps us to review your complaint thoroughly and efficiently.
Stage 1: Informal resolution
Where possible, we encourage you to raise your concern informally with the person you have been dealing with, such as the driver on the day or the member of our team who arranged your booking. Many issues can be explained or resolved immediately, for example by clarifying a misunderstanding or quickly correcting a mistake.
If you are not satisfied with the informal response, or if the issue is more serious or complex, you can ask for the matter to be dealt with as a formal complaint under Stage 2 of this procedure.
Stage 2: Formal complaint and investigation
When you tell us that you wish to make a formal complaint, we will acknowledge receipt within five working days. This acknowledgement will confirm that we have received your complaint and explain what will happen next.
Your complaint will be reviewed by a manager or senior member of the team who was not directly involved in the matter you are complaining about. They will gather information, which may include:
Reviewing your booking details and any notes from the move
Speaking to the driver and any team members involved
Examining photographs or other evidence you provide
Checking any relevant policies or terms supplied at the time of booking
We aim to provide a full written response within 20 working days of acknowledging your complaint. If we need more time because the complaint is complex or further information is required, we will let you know and give you an updated timescale.
Outcome of your complaint
When our investigation is complete, we will explain:
What we have investigated and the information we have considered
Our findings and whether your complaint has been upheld, partially upheld or not upheld
Any steps we have already taken or will take to put things right
Any changes we will make to our processes or training as a result
Where appropriate, remedies may include an apology, a practical solution, a review of how a service is delivered or, in some cases, a financial gesture. Any such remedy will be considered in line with our terms and conditions and the circumstances of your case.
Escalation of your complaint
If you remain unhappy after receiving our Stage 2 response, you may ask for your complaint to be reviewed again. You should do this within 14 days of receiving our decision. In your request, please explain which parts of our response you disagree with and why, and provide any further information you would like us to consider.
A senior manager, who has not previously been involved, will review your complaint, our investigation and the outcome. They may contact you for clarification if needed. We will provide a final response as soon as reasonably possible and normally within 20 working days.
This final response will set out our last position on your complaint. At this point, our internal complaints procedure will be considered exhausted.
Complaints involving damage or loss
If your complaint relates to damage to or loss of items during a move, it is important that you tell us as soon as you become aware of the issue. Please provide clear photographs of any damage, together with a description of the item, its approximate age and, if available, proof of purchase or value.
Claims will be considered in line with the terms and conditions provided at the time of booking and any applicable limits or exclusions. Our investigation may include reviewing how the item was packed, loaded, transported and unloaded, and whether any pre-existing damage was recorded.
Confidentiality and data protection
All complaints are handled in confidence. Information is shared only with those who need it to investigate and respond. We keep records of complaints securely and in line with our data protection obligations. These records help us to monitor trends and improve the quality of our removal services.
Continuous improvement
Man and a Van Highbury is committed to learning from complaints. We regularly review the issues raised, identify any patterns and update our training, procedures and service standards to reduce the likelihood of similar problems in the future. By telling us when something has gone wrong, you are helping us to maintain and improve the standard of our man and van and removal services for all customers.
