Complaints Procedure for Man with Van Stoke Newington

This complaints procedure explains how customers of Man with Van Stoke Newington can raise a concern and how we will manage, investigate and resolve it. It applies to all our services, including man and van moves, house and flat removals, office moves, collections, deliveries and related transport or loading services.

Our Commitment to You

We aim to provide a reliable, careful and professional service for every move. If something goes wrong, we want to know about it and put it right where possible. We treat all complaints seriously, investigate them fairly and use the outcome to improve our removal and transport services.

What Counts as a Complaint

You can make a complaint if you are unhappy with any part of our service, for example:

Delays in collection or delivery of your items.

Concerns about the care taken when handling or transporting your belongings.

Issues with loading, unloading or access management at your property.

Disagreements about charges, quotations, waiting time or additional services.

Conduct or behaviour of our drivers, porters or customer service team.

Any other matter where you feel we did not meet the standards you reasonably expected from a removal or man and van service.

How to Make a Complaint

You can make a complaint verbally or in writing. We encourage you to raise any concern as soon as possible so that we can investigate while details are still clear.

Verbal complaints can be made to a member of our team during or immediately after the move. If the issue cannot be resolved on the spot, we may ask you to set out the details in writing so we can record and investigate properly.

Written complaints should clearly state your full name, details of the service booked, the date of the move or job, the address or addresses involved, and a clear description of what went wrong. Please also tell us what outcome you are seeking, such as an explanation, apology, rectification of an issue or a review of charges.

Time Limits for Complaints

To help us investigate effectively, we ask that complaints are made within a reasonable time of the event. For service quality issues, we recommend raising your concern within 7 days of the job being completed. For concerns relating to loss or damage of items, we recommend raising the issue as soon as you become aware of it.

How We Handle Your Complaint

When we receive a complaint, we will follow these steps:

Acknowledgement: We will acknowledge your complaint and confirm that it is being reviewed. Where possible, we will provide an estimated timescale for our response.

Review and Investigation: A member of our management team will review the information you have provided. We may speak with the crew or driver involved, check any job notes, booking details or inventory, and request further information from you if needed.

Assessment: We will consider whether our service met our usual standards and any relevant terms and conditions that applied to your booking. We will assess what went wrong, why it occurred, and whether we can reasonably put it right.

Response: We will provide you with a clear response, setting out our findings and any steps we propose to take. This may include an explanation, an apology where appropriate, corrective action, or a review of charges where we consider this justified.

Timescales for Response

Our aim is to provide a full response to most complaints within 14 days of receipt. Where a complaint is more complex or requires additional investigation, it may take longer. If this happens, we will let you know that we need more time and will provide an updated timescale for when you can expect a final response.

Possible Outcomes

Depending on the nature of your complaint and the outcome of our investigation, we may:

Provide an explanation of what happened and why.

Offer an apology where we find that our service fell short of our standards.

Take corrective action, such as revisiting a property to address a service-related issue where feasible.

Review and, where appropriate, adjust charges related to the service provided.

Implement changes to our procedures, staff training or communication to reduce the chance of similar issues arising again.

Escalating a Complaint

If you are not satisfied with our initial response, you may request that your complaint is reviewed by a more senior member of our team. When you ask for escalation, please explain why you are unhappy with the initial outcome and what you would like us to reconsider.

The senior review will focus on whether the complaint was investigated fairly and whether the outcome was reasonable in light of the evidence. We will then provide a final position on the matter.

Your Responsibilities When Making a Complaint

To help us resolve your complaint efficiently, we ask that you:

Provide accurate and complete information about the job and the problem.

Share any relevant documents or evidence that support your complaint, such as job references, photographs of any damage, or written notes taken at the time.

Communicate with us in a respectful and constructive way, allowing us time to review the matter properly.

Data Protection and Confidentiality

All complaints are handled confidentially. Information is only shared with those who need it to review and respond to your case. We will handle any personal information you provide in line with applicable data protection requirements and our wider privacy practices.

Using Feedback to Improve Our Service

Every complaint is an opportunity for us to review how we deliver man and van and removal services. We record complaint outcomes and look for patterns or recurring issues so that we can improve training, planning, equipment, communication and overall customer experience for future moves.

Review of This Procedure

This complaints procedure is reviewed regularly to ensure it remains clear, fair and effective for customers of Man with Van Stoke Newington and the wider areas we serve. Any updates will apply to new complaints from the date of publication.