Complaints Procedure for Man and Van Finsbury Park

Man and Van Finsbury Park is committed to providing reliable, professional and considerate removal services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can resolve the issue promptly and improve our service. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear, fair and accessible process for customers who wish to complain about any aspect of our man and van or removal services. It applies to all customers who have used our services, including home moves, office moves, furniture collection and delivery, and related moving or transport services.

We aim to resolve most issues informally and at an early stage. However, where a more formal approach is needed, this procedure sets out the steps we will follow and the standards we work to.

What You Can Complain About

You can use this procedure to complain about any part of our service, including:

The conduct, attitude or behaviour of our staff or drivers.

Delays, missed appointments or late arrivals.

Concerns about how your belongings were handled, packed, loaded, transported or unloaded.

Damage to property or items during a move.

Disputes about quotes, charges or payment for our services.

Communication issues, including lack of updates or unclear information.

This procedure is not designed to deal with matters that are already the subject of legal action or insurance claims, although we will always cooperate reasonably with any formal process.

Raising an Informal Complaint

Many issues can be resolved quickly by speaking directly to us as soon as a problem arises. In the first instance, we encourage you to explain your concerns to the team member you are dealing with, such as the driver or the move coordinator. If the issue occurs during a job, you should raise it at the time whenever possible so we can try to put things right immediately.

If you do not feel comfortable raising the matter with the team on the day, or if the issue is only identified after the service has been completed, you may contact our office to explain the problem. We will listen carefully, ask any necessary questions, and aim to find a reasonable and practical solution at this early stage.

Making a Formal Complaint

If your concern is not resolved informally, or if the matter is more serious, you may make a formal complaint. When doing so, please provide:

Your full name and the address where the service took place.

The date of your move or booking.

A clear description of what went wrong and when it happened.

Details of any conversations you have already had with our staff about the issue.

Any supporting information that may help us understand and investigate the problem, such as photographs, item lists or invoices.

When we receive your formal complaint, we will acknowledge it and start our internal investigation. We may contact you to request further information or clarification if needed.

How We Will Handle Your Complaint

Once a formal complaint has been received and acknowledged, we will:

Assign your complaint to an appropriate person within the business to review the matter independently of the team that carried out your job, wherever possible.

Gather information from any staff involved, review job notes, inventory lists and any relevant documentation, and, where appropriate, examine photographs or other evidence.

Seek to understand both your account and that of our team so that a balanced view can be taken.

We aim to provide a full written response within a reasonable time frame. If the investigation is likely to take longer, we will explain why and let you know when you can expect an update.

Outcomes and Possible Resolutions

Following our investigation, we will set out our findings and explain any decisions we have reached. Depending on the circumstances, outcomes may include:

An explanation of what went wrong and why it happened.

An apology where we have fallen short of our standards.

Practical steps to put things right, where this is possible.

A review of our procedures, training or internal processes to reduce the chance of similar issues arising again.

Where appropriate, we may discuss goodwill gestures or other forms of resolution that are fair and proportionate to the situation. Any such offers will be made at our discretion and will take into account the specific details of the complaint.

Escalating Your Complaint

If you are not satisfied with the outcome of your formal complaint, you may ask for your case to be reviewed. In doing so, please explain why you disagree with our response and what further outcome you are seeking. A different person, where possible at a more senior level, will review the original investigation and the decision taken.

The reviewer will consider whether the complaint was handled fairly, whether all relevant information was taken into account, and whether the outcome reached was reasonable in light of the evidence. We will then provide you with a final response setting out our conclusions.

Time Limits for Complaints

To allow us to investigate effectively, we ask that you raise any complaint as soon as possible after the issue arises. In the context of removal and man and van services, evidence and recollections can become harder to verify over time. Prompt reporting enables us to address problems more quickly and more accurately.

While we will always try to be reasonable, complaints raised many months after the service has been completed may be more difficult to investigate fully, particularly where no prior concerns were raised at the time.

Our Commitment to Continuous Improvement

We treat all complaints as an opportunity to learn and improve. Feedback from customers helps us refine our processes, update staff training and maintain high standards across all our removal and transport work. By following this procedure, we aim to handle every complaint professionally, respectfully and consistently.

Using our services does not affect any statutory rights you may have. This complaints procedure operates alongside your legal rights and is intended to provide a clear and fair way for us to address any concerns about our service.