Complaints Procedure

Complaints Procedure for Man with Van East Barnet

Man with Van East Barnet aims to provide a reliable and professional removal and transport service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise concerns, how we will respond, and what you can expect from us at each stage. Our goal is to handle every complaint fairly, efficiently, and consistently.

Purpose and Scope

This procedure applies to all customers who have used our man and van, removal, or related moving services. It covers complaints about service quality, staff behaviour, communication, timing, handling of goods, and any other aspect of our work that you believe falls below an acceptable standard.

We use all feedback, including complaints, to review our performance and improve how we deliver removal and transport services in our operating area.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, about our services, where a response or resolution is expected. Typical examples include:

Issues with punctuality, missed or delayed bookings, concerns about how items were handled, damage to property or belongings, unexpected charges or billing issues, and the attitude or conduct of our staff or subcontractors.

If you are unsure whether your concern counts as a complaint, raise it with us anyway. If it can be resolved immediately, we will try to do so; if not, we will treat it as a formal complaint under this procedure.

How to Make a Complaint

You may make a complaint in writing or verbally. When raising a complaint, please provide as much detail as possible so that we can investigate thoroughly. The following information is particularly helpful:

The date and time of the service, the collection and delivery locations, a clear description of what went wrong, the names of any staff you dealt with, if known, and any supporting information such as photographs of damage, inventory lists, or written notes.

If your complaint relates to damage or loss, please raise it as soon as possible after the service, so that we can assess the circumstances while details are still clear and any evidence is available.

Initial Resolution

Where possible, we aim to resolve issues immediately or within a short time frame. If you raise a concern during a move or on the same day, the team on site or the coordinator responsible for your booking will first try to address it informally. Many issues can be settled at this stage through clarification, minor adjustments, or practical solutions such as reloading, additional care, or reviewing the agreed scope of work.

If you are not satisfied with the informal response, or if the issue cannot be resolved on the spot, you may request that the matter be treated as a formal complaint. In this case, the complaint will be recorded and handled in line with the formal process set out below.

Formal Complaints Process

Once we receive a formal complaint, we will acknowledge it within a reasonable period. The acknowledgement will confirm that we have received your complaint and will outline the next steps in our investigation.

We will then review all relevant information, including booking details, staff reports, photographs, and any other evidence you have provided. We may contact you to request additional information or clarification. Our aim is to complete this review and provide a substantive response within a reasonable time, taking into account the complexity of the matter.

In our response, we will explain our findings, state whether your complaint has been upheld in full, in part, or not upheld, and set out any actions we propose to take. Possible outcomes may include an apology, an explanation, corrective action during a follow-up visit, or, where appropriate and subject to our terms, some form of financial remedy.

Our Commitments When Handling Complaints

We are committed to treating every complaint seriously and respectfully. We will handle your complaint confidentially and share details only with those who need to be involved in the investigation. We will assess each case on its own merits, considering both your account and the information supplied by our team.

We aim to communicate clearly, avoid unnecessary delays, keep you informed of progress where an investigation takes longer, and offer explanations that are easy to understand. Even if we do not agree with every aspect of your complaint, we will always explain our reasoning and the basis of our decisions.

Escalation and Further Review

If you are unhappy with the outcome of the formal complaints process, you may request a further review. In that case, your complaint and our initial findings will be reconsidered by a person not directly involved in the first investigation, where possible.

The reviewer will look again at the evidence, consider any additional information you provide, and decide whether the original outcome should be upheld, modified, or overturned. We will then provide you with a final written response. This will mark the end of our internal complaints procedure.

Time Limits for Complaints

To help us investigate effectively, we encourage you to raise any complaint as soon as possible after the event. For issues relating to a specific removal or man and van job, it is helpful if you contact us within a reasonable period from the date of service. The longer the delay, the more difficult it becomes to obtain accurate information and supporting evidence.

Using Complaints to Improve Our Service

Man with Van East Barnet views complaints as a valuable source of feedback. We regularly review complaint trends to identify any recurring issues, training needs, or changes that could improve our moving and transport services. By raising concerns, you help us to refine our processes and maintain higher standards for all customers.

We appreciate the time taken to share your experience, and we are committed to learning from every complaint to provide a more reliable and professional removal service in the future.