Complaints Procedure

Man with Van Finsbury Complaints Procedure

Man with Van Finsbury is committed to delivering reliable, efficient and professional moving and removal services. We aim to resolve any concerns quickly and fairly. This complaints procedure explains how you can raise a complaint, 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 transparent route for raising concerns about any aspect of our service, including bookings, communication, punctuality, handling of goods, conduct of staff and billing. Our objective is to put things right wherever possible, learn from any mistakes and improve our removal services for the future.

Who Can Use This Procedure

This complaints procedure is available to all private and business customers who have used Man with Van Finsbury for moving, transport, packing or related removal services. It applies to complaints about services that have already been provided, issues arising during a current job, and concerns raised following a completed booking.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, where a customer requests a response or resolution. Examples include

Concerns about how a move was carried out, delays, missed time slots or cancellations without adequate notice, alleged loss or damage to items, conduct, attitude or behaviour of team members, and disagreements about charges, payments or quoted prices.

How to Make a Complaint

You can raise a complaint using any of the following methods

During the job, you can speak directly to the team member in charge on the day and explain your concern. Many issues can be resolved immediately on site.

After the job, you can contact our office or bookings contact and clearly state that you wish to make a complaint. Please provide as much detail as possible so that we can investigate thoroughly.

When submitting your complaint, please include your full name, the date of your move or service, your collection and delivery locations, a clear description of what went wrong, any supporting details such as photographs or item lists, and the outcome you are seeking, such as an explanation, an apology, a corrective action or compensation.

Our Complaint Handling Stages

Stage 1 Informal Resolution

Where possible, we aim to resolve complaints informally and quickly. The person who receives your complaint will listen to your concerns, gather any immediate information and attempt to resolve the matter within a reasonable timeframe. You will be given a clear explanation of what we can do to put things right, or an explanation if we believe the service was delivered as agreed.

Stage 2 Formal Investigation

If your complaint cannot be resolved informally, or if the matter is more serious, it will be treated as a formal complaint. The complaint will be reviewed by a person with appropriate authority who was not directly responsible for the issue raised. During the investigation we may ask you for further information, review job notes, booking details and any evidence provided, and speak with the team members involved in your move.

Stage 3 Final Response

Once the investigation is complete, we will provide you with a final response. This will normally include a summary of your complaint, an outline of the steps taken to investigate, our findings, any action we propose to take, and any offer of compensation or remedy where appropriate.

Timescales for Response

We aim to acknowledge all complaints as soon as reasonably practicable after receiving them. We aim to provide a full response within a reasonable period, taking into account the complexity of the complaint and the need to gather accurate information. If we are unable to provide a full response within this period, we will inform you of the delay and give an updated timescale for completion.

Fairness and Objectivity

Every complaint is handled fairly, consistently and with an open mind. We will treat you with respect at all times and expect our staff to behave professionally throughout the process. We also ask customers to communicate respectfully with our team while a complaint is being reviewed.

Outcome and Remedies

Where a complaint is upheld, we will consider appropriate remedies. These may include an apology and explanation, corrective action such as revisiting a job where feasible, a goodwill gesture, or a refund or partial refund where this is justified by the findings. The specific remedy will depend on the circumstances of each case, including the nature of any loss or inconvenience suffered and any terms agreed before the move.

Claims for Loss or Damage

If your complaint relates to loss or damage to belongings during a move, please inform us as soon as you become aware of the issue. To help us assess your claim, we may ask for photographs of the damage, a description of how and when the damage was discovered, and details of the approximate value or age of the affected items. We will assess such complaints in line with any agreed terms and conditions and any applicable limitations of liability.

Confidentiality and Data Protection

Information provided in connection with a complaint will be handled sensitively and used only for the purpose of dealing with your concerns, improving our services and meeting any legal or regulatory requirements. We will retain records of complaints in line with our data retention practices so that we can monitor trends and continue to enhance the quality of our removal services.

Continuous Improvement

Man with Van Finsbury uses complaints and customer feedback to review working practices, staff training, communication and service standards. By analysing the issues raised, we aim to prevent similar problems from happening again and to provide a more reliable and efficient moving experience for all customers.

Contacting Us About This Procedure

If you have any questions about how this complaints procedure works, or if you would like clarification on any part of the process before or after making a complaint, you can contact us through our usual communication channels used for bookings and customer service. We will be happy to explain how we handle complaints and how your concerns will be managed from start to finish.