Complaints Procedure

Man with Van Islington Complaints Procedure

Man with Van Islington is committed to providing a reliable and professional moving and removal service. We recognise that occasionally things may not go as planned. When this happens, we want to know so we can put things right, learn from the issue, and continually 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 every stage.

Our Commitment to You

We aim to handle all complaints in a fair, transparent, and timely manner. We will always treat you with respect and will carefully consider the details you provide. Our goals are to resolve issues as quickly as possible, keep you informed throughout the process, and use your feedback to improve how we manage moves and removals in the future.

We define a complaint as any expression of dissatisfaction about our services, whether justified or not, where you would like a response or resolution. This can include concerns about punctuality, conduct of staff, handling of goods, quality of service, communication, or charges.

How to Make a Complaint

You can make a complaint through the same channels you used to book your removal or man and van service. Please explain clearly that you are making a complaint so that we can record and process it correctly.

When submitting a complaint, it is helpful if you can provide:

Your full name and any booking reference you were given, the date and time of the service, the pick-up and destination addresses used for the move, a clear description of what went wrong and when it happened, and any supporting information such as photographs, delivery notes, or written confirmations.

Providing full details at the beginning helps us investigate your concerns quickly and accurately.

Timescales for Raising a Complaint

We encourage you to raise any concerns as soon as possible after your move or removal service. This allows us to investigate while events are still recent and information is easier to verify.

For issues involving missing or damaged items, you should notify us as soon as you become aware of the problem. Delays in reporting may make it more difficult to investigate and may affect what we can do to resolve the matter, especially where third parties or property access are involved.

How We Will Respond

Once we receive your complaint, we will acknowledge it and begin an initial review. We will then carry out a more detailed investigation where required. This may include speaking to the crew members involved, reviewing job notes and schedules, checking any photographs or documentation, and considering any relevant terms and conditions that applied to your booking.

We aim to provide a full response within a reasonable timescale, usually within 10 to 14 working days depending on the complexity of the complaint. If we need more time to investigate, we will let you know and explain the reasons for the delay and when you can expect a further update.

Possible Outcomes

After investigating your complaint, we will provide a clear and reasoned response. We will explain our findings, whether your complaint is upheld in full, upheld in part, or not upheld, and the reasons for our decision. Where we have made a mistake or failed to provide the level of service you should expect, we will apologise and consider appropriate steps to put things right.

Depending on the circumstances, possible outcomes may include an explanation or clarification of what happened, corrective action for future moves and operations, staff training or guidance, a review of procedures and processes, or where appropriate and in line with our terms, a financial gesture or contribution. Any remedy offered will take into account our contractual terms, the evidence available, and any relevant limitations or exclusions explained before the service was carried out.

Complaints About Loss or Damage

Removal work sometimes involves handling heavy or bulky items, access restrictions, and property conditions that can increase risk. If your complaint relates to loss, damage to items, or damage to property, we will look carefully at how the service was carried out.

We may request photographs of the damage, evidence of the condition of items before the move, or documentation such as inventories and receipts. We will consider whether our team followed reasonable procedures, whether any pre-existing damage or structural issues were present, and whether any limitations were communicated in advance.

Our liability for loss or damage may be subject to specific terms and conditions, including exclusions, limits of liability, and any optional cover you may have chosen. We will explain how these apply to your situation when responding to your complaint.

If You Are Unhappy With the Outcome

If you are not satisfied with the outcome of your complaint, you may ask for a further review. When requesting a review, please explain why you disagree with the response and provide any additional information or evidence you feel has not been considered.

We will then carry out a reassessment of your complaint and our original decision. After this review, our decision will be confirmed as final from our side. If you remain dissatisfied, you may consider seeking independent advice regarding your rights and any next steps available to you.

Using Complaints to Improve Our Service

We value feedback from customers across our service area, whether it is positive or critical. Complaints are a key part of how we identify weaknesses, refine our procedures, and improve training for our teams. By raising concerns, you help us provide a safer, more efficient, and more considerate man and van service for future customers.

We review complaints regularly to look for patterns or recurring issues. Where we see opportunities to improve, we will update our working practices, guidance to staff, or service information provided to customers. Our aim is always to reduce the likelihood of similar problems happening again.

Respect and Fair Treatment

We expect all parties to behave respectfully throughout the complaints process. Our team will treat you courteously and will not tolerate abusive or threatening behaviour. In the same way, we expect our staff to be treated with respect while they work to resolve your concerns. In cases of unreasonable or abusive conduct, we may limit or adapt how we communicate, while still aiming to address the underlying issue as fairly as possible.

By following this complaints procedure, Man with Van Islington aims to handle all concerns in a way that is fair, efficient, and focused on practical solutions. We appreciate you taking the time to tell us when something has gone wrong and giving us the opportunity to put it right.