Complaints Procedure
Complaints Procedure for Man and a Van Islington
Man and a Van Islington is committed to providing reliable, professional removal and moving services. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our services and how we will work with you to investigate and resolve the matter fairly and efficiently.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear and accessible process for customers who wish to complain about any aspect of our removal or transport services. It sets out how to make a complaint, what information we need from you, what you can expect from us, and the standards we aim to meet when handling your complaint.
This procedure applies to all customers who have used, or attempted to use, our man and van or removal services. It covers issues arising before, during or after a move, including enquiries, booking, collection, transport, delivery and associated customer service.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, about our services, staff, vehicles, pricing, communication or conduct, where you expect a response or resolution from us. Examples of complaints may include delays, damage to goods, missed appointments, perceived rudeness, unclear charges, or any service which you feel did not meet the standard you were reasonably entitled to expect.
How to Make a Complaint
You may raise a complaint using any written method that is convenient for you, for example by letter or through an online contact form on our website. You may also raise an initial complaint by telephone if you prefer to speak to someone directly. If you make a complaint verbally, we may ask you to confirm key details in writing so that we have an accurate record.
When submitting your complaint, please provide as much relevant information as possible, including:
The date of your move or booking; your full name; the collection and delivery locations; a clear description of what went wrong; details of any conversations or arrangements already made with our team; and what outcome or resolution you are seeking. Including photographs or other supporting information can help us understand and investigate the issue more effectively, particularly in cases involving alleged damage.
Time Limits for Raising a Complaint
We encourage you to raise any concerns as soon as you become aware of a problem so that we can address it promptly. For service-related complaints, it is helpful if you contact us within a reasonable time of the move or event taking place. For complaints regarding loss or damage to goods, we may need to consider the condition of items on delivery, so early notification is particularly important.
How We Will Acknowledge Your Complaint
Once we receive your complaint, we will acknowledge it as soon as reasonably possible. Our acknowledgement will confirm that we have received your complaint and will outline the next steps, including who will be responsible for handling it and the expected timescales for our investigation and response.
Our Investigation Process
We aim to investigate each complaint thoroughly and impartially. Depending on the nature of your complaint, this may include reviewing job records, booking details, service notes, vehicle logs, photographs, and any previous correspondence or messages. We may also speak with the members of staff who carried out the move or were involved in your booking.
If we require additional information from you to complete our investigation, we will contact you and explain what we need and why. During this stage we may ask further questions, request additional photographs, or clarify particular aspects of your experience so that we can gain a clear and accurate understanding of the situation.
Timescales for Responding
We aim to provide a full written response to your complaint within a reasonable period of time after we receive all necessary information. If, for any reason, our investigation is likely to take longer, we will let you know and provide an updated timeframe. Our goal is to resolve complaints efficiently while ensuring that we have considered all relevant facts and evidence.
Our Response and Possible Outcomes
At the conclusion of our investigation, we will provide you with a clear explanation of our findings and any steps we will take as a result. Outcomes may include an apology, clarification, corrective action, a service review, or, where appropriate and in line with our terms and conditions, financial compensation or another form of remedy.
If we find that something went wrong with your removal or man and van service, we will explain what happened and what we are doing to prevent similar issues in the future. If we do not uphold your complaint, we will set out the reasons for our decision based on the information available.
If You Are Not Satisfied with the Outcome
If you are unhappy with our final response, you may request that your complaint is reviewed by a more senior member of our team who was not involved in the original decision. They will re-examine the evidence, consider any additional information you wish to provide, and determine whether the original outcome should be upheld or amended.
We will then write to you with the result of this review and the reasons for our decision. This will be our final internal position on the complaint.
Fair Treatment and Confidentiality
We treat all complaints seriously and respectfully. Raising a complaint will not affect the level of service you receive from us in the future. We will handle your personal details and any information you provide in connection with your complaint in a confidential manner and use it only for the purposes of investigating and resolving your concerns, in line with our wider data handling practices.
Using Complaints to Improve Our Service
We value feedback from our customers, whether positive or negative, as it helps us assess the quality of our removal and moving services and identify areas where we can improve. We regularly review complaints and outcomes to learn from them and to make practical changes to our processes, staff training, communication and service standards.
By following this Complaints Procedure, we aim to resolve individual issues fairly while continually improving the experience we offer to all customers who rely on Man and a Van Islington for their moving and transport needs.
