Complaints Procedure

Man with Van Highbury Complaints Procedure

Man with Van Highbury aims to provide a reliable, careful and efficient moving service for all customers. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and the standards you can expect from us when we investigate and resolve complaints about our removal and man and van services.

Scope of this Complaints Procedure

This procedure covers complaints about any aspect of our services, including but not limited to domestic and commercial moves, small relocations, item collection and delivery, loading and unloading, and general customer service before, during or after a move.

The procedure applies to customers who have booked services with Man with Van Highbury directly. It does not cover complaints about services arranged through a separate third-party provider, or complaints that relate to issues beyond our reasonable control, such as traffic delays or access restrictions that were not previously disclosed.

Our Commitment to Handling Complaints

We are committed to treating all complaints seriously and dealing with them in a fair, transparent and timely manner. We will always aim to:

Listen carefully to your concerns, acknowledge your experience and understand the issues you are raising. Investigate the matter thoroughly and impartially, gathering all relevant information from you, our team members and any other appropriate sources. Communicate with you clearly and respectfully, avoiding technical language wherever possible. Provide an honest explanation of what happened and, where appropriate, offer practical solutions or reasonable redress. Use feedback from complaints to improve our services, processes and staff training.

Making a Complaint

If you are unhappy with any element of our removal or man and van service, we encourage you to raise the issue as soon as possible so that we can address it quickly and effectively.

In the first instance, please raise your concern with the driver or team leader on the day of the move. Many issues can be resolved immediately when they are brought to our attention at the time. If this does not resolve the matter to your satisfaction, or if you prefer not to speak to the crew, you can submit a formal complaint to our office.

Information We Need from You

To help us investigate your complaint thoroughly and efficiently, please provide as much relevant information as you can. This may include your full name, the address where the service took place and the date of your move. Please describe the problem in clear detail, including what happened, when it happened and who was involved if you know their names or roles.

If your complaint relates to loss or damage, please identify the items concerned and describe the nature and extent of the damage as clearly as possible. Photographs and any relevant documentation such as inventory lists, signed job sheets or notes made on the day of the move are very helpful. Please also let us know what outcome you are seeking, such as an explanation, an apology, a repair or an appropriate contribution towards replacement costs where this is justified and within our terms.

Time Limits for Making a Complaint

We ask that you notify us of any concerns about the service as soon as you reasonably can. In cases of visible damage or missing items, you should ideally inform us within a short period after the completion of the move so that we can investigate while details are still fresh and evidence is more readily available. Complaints made after a significant delay may limit our ability to establish what happened, but we will still review the information you provide and explain what we can and cannot do.

How We Will Handle Your Complaint

Once we receive your complaint, we will log it and begin an initial review. We will normally acknowledge your complaint within a reasonable time, confirming that we have received it and outlining the next steps in the process.

Our investigation may include speaking to the team members involved, reviewing any records or job sheets from the day, examining photographs or other evidence you provide, and, if necessary, asking you for further clarification. We aim to complete our investigation and provide a response within a practical timeframe. If we cannot provide a final response within that time because the matter is complex or additional information is needed, we will inform you and let you know when you can expect a more detailed reply.

Our Response and Possible Outcomes

After we have completed our investigation, we will provide you with a clear written response setting out our findings. This response will explain whether your complaint has been upheld in full, upheld in part, or not upheld, and the reasons for our decision. Where we find that we are at fault, we will apologise and seek to put matters right as far as is reasonably possible.

Depending on the circumstances, outcomes may include an explanation of what went wrong and how we will prevent a similar issue happening again, steps to correct any ongoing problem where this is within our control, a goodwill gesture where appropriate, or a financial remedy in line with our agreed terms and any applicable limitations of liability. Where a claim involves damaged or missing items, we may ask for proof of purchase, repair estimates or other reasonable evidence to support the value claimed.

If You Remain Dissatisfied

If you are not satisfied with our final response, you may request that your complaint is reviewed again internally. You should explain why you remain unhappy and what you feel has not been addressed. We will arrange for a further review, wherever possible by someone not directly involved in the original decision, and we will provide a considered reply.

You also have the right to seek independent advice at any stage. This may include guidance on your consumer rights in relation to removal services and how they apply to your particular situation.

Recording and Using Complaint Information

We keep records of complaints, including the issues raised and how they were resolved. This helps us monitor the quality of our removal and man and van services and identify recurring problems or areas where we can improve. Any personal information you provide in connection with a complaint will be handled in line with applicable data protection principles, used only for the purpose of handling your complaint and improving our services, and retained only for as long as necessary.

Continuous Improvement

Man with Van Highbury views feedback, including complaints, as an important way to strengthen our service to customers. We regularly review complaints data to improve our booking processes, communication, handling of goods, and staff training. By following this Complaints Procedure, we aim to deal with concerns fairly, resolve issues wherever possible and maintain a professional, trustworthy removal service for customers in our operating area.