Complaints Procedure
Complaints Procedure for Man with Van Highgate
Man with Van Highgate is committed to providing reliable, professional removal and man and van services. We aim to handle every move with care, but we recognise that there may be occasions when our service does not meet your expectations. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
1. Purpose of this Complaints Procedure
The purpose of this procedure is to give customers a clear, straightforward route for raising complaints about our moving and transport services. It also sets out how we will investigate and resolve issues in a fair, prompt and transparent way. All complaints are taken seriously and are used to help us improve our service across our removal operations.
2. What This Procedure Covers
This Complaints Procedure applies to any concern or dissatisfaction about the services provided by Man with Van Highgate, including but not limited to:
Issues with booking arrangements or scheduling of moves.
Concerns about the conduct, behaviour or attitude of our moving staff or drivers.
Damage to property, belongings or premises during loading, transport or unloading.
Delays, missed appointments or unexpected changes to agreed removal arrangements.
Disputes about charges, fees, or information provided prior to booking.
This procedure does not cover general enquiries, requests for quotes, or routine service questions, which will be handled through our normal customer service channels.
3. Raising an Informal Complaint
In many cases, concerns can be resolved quickly and informally. We encourage you to raise any issue as soon as possible, ideally on the day of the move or as soon as you notice a problem. You can speak directly to the driver or team leader on site, or contact our office to discuss the matter.
Whenever possible, we will seek to resolve informal complaints immediately or within a short period of time. This may include explaining what happened, correcting an error, or agreeing practical steps to put things right. If you are not satisfied with the outcome of an informal discussion, you may proceed to make a formal complaint as set out below.
4. Making a Formal Complaint
If your concern has not been resolved informally, or if the matter is serious, you can make a formal complaint. Please provide as much detail as you can so that we can investigate thoroughly. When submitting a complaint, include the following information where possible:
Your full name and the address where the service was carried out.
The date and time of the move or booking.
A clear description of what went wrong and how it has affected you.
Details of any conversations you have already had with our staff about the issue.
Any supporting information, such as photographs of damage, copies of invoices, or written notes.
Formal complaints should be submitted in writing through our usual contact channels so that there is a clear record of what has been raised.
5. Acknowledgement of Your Complaint
Once we receive your formal complaint, we will acknowledge it within a reasonable period of time. Our acknowledgement will confirm that we have received your complaint and will outline the next steps. We may ask you for further information or clarification if needed to understand the issue fully.
6. How We Investigate Complaints
All complaints are investigated by a member of our management team who was not directly involved in the original incident where possible. The investigation process may include:
Reviewing your booking details, inventory and service records.
Speaking with the driver or moving team involved.
Reviewing any photographs, messages or other evidence you have provided.
Assessing whether our service met our internal standards and agreed terms.
We aim to complete investigations promptly, while ensuring that all relevant information has been properly considered.
7. Our Response and Proposed Resolution
After the investigation is complete, we will provide you with a written response setting out:
Our understanding of your complaint.
The findings of our investigation.
Whether your complaint has been upheld in full, in part, or not upheld.
Any steps we propose to resolve the matter.
Possible outcomes may include an explanation or apology, corrective action on future moves, or other appropriate remedies. Where claims for loss or damage are involved, any resolution will be considered in line with our terms and conditions and any applicable insurance arrangements.
8. Timeframes
We aim to acknowledge formal complaints within a short period and to provide a full response as soon as reasonably possible. More complex complaints, particularly those involving detailed claims about damage or timing, may take longer to investigate. If additional time is required, we will inform you and keep you updated on progress.
9. If You Are Not Satisfied with the Outcome
If you remain unhappy with our response, you can ask for your complaint to be reviewed by a senior member of our team. In your request, please explain why you are dissatisfied and what outcome you are seeking. We will then re-examine the complaint, the investigation and the decision made, and will provide a final response.
Where appropriate, we may suggest further options that may be available to you, such as independent advice or alternative forms of dispute resolution, in line with relevant consumer laws for moving and removal services.
10. Our Commitment to Fairness and Improvement
Man with Van Highgate is committed to handling all complaints fairly, respectfully and without discrimination. Your complaint will not affect the level of service you receive from us in the future. We review complaints regularly to identify any patterns or areas where we can improve our removal processes, staff training, customer communication and service standards across the areas we serve.
11. Confidentiality and Data Protection
All complaints are handled in confidence. Information you provide will only be shared internally with those who need it to investigate and resolve your complaint. We will store and process your personal data in line with our privacy practices and applicable data protection requirements.
12. Keeping This Procedure Under Review
This Complaints Procedure is reviewed periodically to ensure it remains clear, effective and appropriate for our man and van and removal services. We may update it from time to time to reflect changes in our operations, feedback from customers, or developments in relevant regulations. The version made available on our legal and policy pages will always be the most current.
We value all feedback and appreciate you taking the time to help us improve our services.
