Complaints Procedure for Man with Van Barnsbury

Man with Van Barnsbury is committed to providing a reliable and professional removal service. We understand that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can put matters right and improve our service. This complaints procedure explains how to raise a concern with us and how we will respond.

Our Commitment to You

We aim to handle every complaint fairly, promptly, and consistently. Our objectives are to listen carefully, investigate thoroughly, and provide a clear outcome. Where we have made a mistake, we will acknowledge it, apologise, and take appropriate corrective action. Where we do not agree with a complaint, we will explain our reasons clearly.

What This Procedure Covers

This complaints procedure applies to all domestic and commercial customers who use our man and van or removal services. It covers concerns about the standard of service, conduct of team members, damage to property or belongings, delays or missed appointments, administration errors, and any other dissatisfaction relating directly to services provided by Man with Van Barnsbury.

This procedure does not cover matters that are being pursued through legal proceedings, issues with third-party providers not contracted by us, or complaints unrelated to our moving and transport services.

Raising a Complaint

We encourage you to raise any concern as soon as possible so we can address it quickly. In many cases, issues can be resolved informally by speaking to the team on the day of the move or by contacting our office promptly afterwards.

When raising a complaint, please provide as much detail as you can, including your full name, the service date, the collection and delivery addresses, a clear description of the issue, details of any damage or loss, and what you would consider a fair resolution. The more information you share, the easier it will be for us to investigate fully.

How You Can Complain

You can make a complaint verbally or in writing. While we will accept complaints in any format, we recommend putting your concerns in writing wherever possible. A written account helps avoid misunderstandings and allows us to review the information carefully. If you need support in setting out your complaint, please let us know and we will try to assist.

Time Limits for Complaints

To allow for a proper investigation, we ask that complaints about our removal services are raised within 14 days of the service date. For issues involving alleged damage or loss to items, we ask to be notified as soon as reasonably possible, preferably on the day of the move or within 7 days. Complaints raised after these timeframes may be more difficult to investigate fully, but we will still consider them where reasonable.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will record it and arrange for an initial review. We aim to acknowledge your complaint within 3 working days. Our acknowledgement will confirm that we have received your concerns, outline the next steps, and, where possible, identify who will be dealing with your case.

Stage Two: Investigation

We will then carry out a thorough investigation into your complaint. This may involve speaking to the removals team who attended your property, reviewing job notes, examining any photographs or evidence provided, and checking relevant policies or terms and conditions. We aim to complete our investigation and provide a response within 14 working days of acknowledging your complaint.

If the matter is complex or requires more time, we will let you know and provide an updated timescale. Throughout the investigation, we will treat you with respect and consider the information you provide fairly and objectively.

Stage Three: Our Response

At the end of the investigation, we will send you a written response setting out our findings, any conclusions we have reached, and the reasons for our decision. If we uphold your complaint, we will explain what we will do to put things right. This could include an apology, corrective action, service improvements, or, where appropriate, financial redress in line with our terms and conditions and any insurance arrangements in place.

If we do not uphold your complaint, we will explain clearly why we have reached that decision and what information we took into account.

Stage Four: Escalation and Review

If you are not satisfied with our response at Stage Three, you may request an internal review. You should do this within 14 days of receiving our decision, setting out why you remain dissatisfied and what outcome you are seeking. A different person, not involved in the original investigation where possible, will review the case, the evidence, and the decision already made.

Following this review, we will issue a final response. This will either confirm our original decision or set out a revised outcome. We aim to complete the review and provide a final response within 14 working days of your escalation request.

Possible Outcomes

Depending on the nature of the complaint and the findings of our investigation, possible outcomes may include a formal apology, corrective action such as revisiting a property where practical and appropriate, a goodwill gesture, a partial or full refund, or a decision that no further action is required.

Any financial remedies will be considered in line with our standard terms, any quoted conditions, and applicable limits of liability for removal and transport services.

Learning From Complaints

We see complaints as an important source of feedback. We regularly review complaints data to identify patterns or recurring issues, and we use this information to refine our procedures, improve staff training, and enhance the quality and reliability of our man and van and removal services in our operating areas.

Confidentiality and Data Protection

All complaints will be handled in confidence and in accordance with applicable data protection legislation. Information will be shared only with those who need it in order to investigate and respond to your complaint. We will retain records of complaints for an appropriate period to help us monitor service quality and meet our legal obligations.

Accessibility and Reasonable Adjustments

We aim to make our complaints process accessible to all customers. If you have any specific needs or require reasonable adjustments in order to make a complaint or to communicate with us about it, please let us know and we will do our best to accommodate you.

Continuous Improvement

Man with Van Barnsbury strives to provide a dependable, courteous, and efficient service for every move. Your feedback, whether positive or negative, plays a vital role in helping us maintain and improve the service we offer across our removal and transport operations. We appreciate the time you take to share your experience with us.