Complaints Procedure
Complaints Procedure for Man and a Van Finchley Customers
Man and a Van Finchley is committed to delivering a reliable, professional removal service across our local service area. We aim to resolve any concerns quickly, fairly, and transparently. This Complaints Procedure explains how you can raise a complaint, how we handle it, and what you can expect from us at every stage.
Purpose of this Complaints Procedure
The purpose of this procedure is to give customers a clear and simple route to express dissatisfaction with any part of our service, including home moves, flat moves, office removals, and man and van bookings. It applies to all customers using our removal services and to all members of our team who handle enquiries, bookings, and moves.
We use feedback and complaints to improve our services, staff training, communication, and how we manage moves within our operating area.
What Counts as a Complaint
A complaint is any expression of dissatisfaction with our service, whether justified or not, that requires a response. This may include:
Issues with booking arrangements, timing, or communication, concerns about conduct or attitude of staff, problems with the way goods were handled, packed, loaded, transported, or unloaded, damage to property or belongings during a move, delays, missed appointments, or service not delivered as agreed, and concerns about charges, invoices, or how a quote was explained.
If you are unsure whether your concern is a complaint, you can still raise it and we will treat it appropriately.
How to Make a Complaint
You can raise a complaint in writing using any method that suits you, for example by letter or through our online contact options. When making a complaint, please provide as much detail as possible, including your full name, the date of your move or booking, the service you used, a clear description of what went wrong, any relevant reference numbers or job details you have, and what outcome you are seeking, such as an explanation, apology, or compensation.
Providing clear information helps us investigate more quickly and thoroughly.
Time Limits for Raising a Complaint
We encourage customers to raise complaints as soon as possible so that we can investigate while details are fresh and records are readily available. Ideally, complaints about removal services should be made within 14 days of the date of the move or the date you became aware of the issue. Complaints made after this period may be more difficult to review fully, but we will still consider them where reasonable.
Our Complaints Handling Stages
We aim to resolve most issues at the earliest possible stage. Our process is as follows.
Stage 1: Initial Review and Acknowledgement
Once we receive your complaint, we will record the details in our internal system. We will then acknowledge your complaint within a reasonable period, normally within five working days. The acknowledgement will confirm that we have received your complaint and outline the next steps and expected timeframes.
Stage 2: Investigation
Your complaint will be investigated by a manager or a senior staff member who was not directly responsible for the issue you are complaining about. The investigation may include reviewing booking records, job sheets, route and timing information, staff comments, photographs, and any other relevant evidence. We may contact you during this stage if we need more information or clarification about what happened.
We aim to complete this investigation and provide a full response within 20 working days of acknowledging your complaint. If there is any delay, we will inform you and explain why more time is needed.
Stage 3: Response and Outcome
After completing the investigation, we will write to you with our findings. Our response will explain what we have reviewed, our understanding of what happened, whether your complaint is upheld in full, upheld in part, or not upheld, any actions we are taking to put things right, and any steps we will take to prevent similar issues in future.
Where appropriate, remedies may include an apology, clarification or further information, corrective action to complete agreed work, a goodwill gesture, or financial compensation in line with our terms and conditions and any applicable insurance arrangements.
Stage 4: Escalation and Further Review
If you are not satisfied with our Stage 3 response, you can request an internal review. Your complaint will then be reconsidered by a more senior manager who has not previously been involved in handling the matter. You should explain why you are unhappy with the initial outcome and what you believe should be changed. We will aim to provide a final written response to your escalation within 20 working days of receiving your request for further review.
Claims for Loss or Damage
If your complaint relates to loss of or damage to items during a move, it is important that you inform us as soon as possible. Where practical, please keep the damaged items and any packaging so that they can be inspected if required. We may ask for photographs or other evidence to help assess your claim. Any compensation for loss or damage will be handled in line with our terms of business and any applicable insurance cover arranged for the move.
Fairness, Confidentiality, and Data Protection
All complaints are handled impartially and without discrimination. We will treat you with respect and expect our staff to be treated in the same way. Your complaint and any personal information you provide will be kept confidential and used only for the purposes of investigating and responding to your concerns, in line with data protection requirements. We keep a record of complaints so we can review trends and improve our removal services over time.
Continuous Improvement
Man and a Van Finchley values feedback from customers across our service area. We regularly review complaints to identify patterns, training needs, or changes required to our processes. By raising your concerns, you help us improve how we plan moves, protect belongings, communicate arrival times, and deliver a dependable man and van service for future customers.
Status of this Complaints Procedure
This Complaints Procedure is a general guide to how we handle concerns about our moving and transport services. It does not override our terms and conditions of business, which apply to all bookings. We may update this procedure from time to time to reflect changes in our operations or legal requirements, and the current version will always apply to new complaints.
