Complaints Procedure

Complaints Procedure for Man with Van Tottenham Hale Services

This complaints procedure explains how Man with Van Tottenham Hale responds to and resolves concerns about our man and van and small removals services. Our aim is to handle every issue fairly, promptly, and with respect for all parties involved.

Our Commitment to Customers

We understand that moving items, furniture, and personal belongings is important and sometimes stressful. If something goes wrong, we want to know about it so we can put it right, where possible, and improve our service. We treat every complaint seriously, whether it relates to punctuality, conduct, handling of goods, quality of service, or charges.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our man and van or removal services where a customer expects a response. This may include:

Concerns about the condition of items after transport, queries about charges or quoted prices, issues with timekeeping or reliability, conduct or behaviour of drivers or porters, and communication before, during, or after a booking.

You do not need to use any special wording. If you tell us you are unhappy and want us to look into it, we will treat it as a complaint.

Raising a Complaint Informally

In many cases, problems can be resolved quickly and informally. If you experience an issue during your move or delivery, please raise it with the driver or team on the day if it is safe and reasonable to do so. They will do their best to correct any immediate problem where possible.

If the matter cannot be resolved on the spot, or if you prefer not to discuss it with the team, you can move directly to the formal complaints process.

How to Make a Formal Complaint

If you wish to make a formal complaint about our man and van or removal services, please follow the steps below so we have a clear record of what happened. Written complaints are preferred because they help avoid misunderstandings and allow us to review the matter thoroughly.

When submitting your complaint, please include:

Your full name, the date and approximate time of your booking, the collection and delivery locations, a clear description of what went wrong, details of any loss or damage to your items, any photos or supporting information you feel are relevant, and how you would like us to resolve the issue, where possible.

Providing as much detail as you can helps us investigate more effectively and respond more quickly.

Timescales for Submitting Complaints

We ask that you raise any complaint as soon as possible after the service has taken place. This helps us access accurate information, including driver notes and any relevant details about locations, loading, and unloading.

Complaints about damage to items should normally be made within a reasonable time of delivery, once you have had a chance to inspect your belongings. If there is a delay in discovering a problem, please explain this when you contact us.

How We Handle Your Complaint

Once we receive your complaint, we will follow these steps:

First, we will acknowledge that we have received your complaint. We will then record the details of your concerns and open a case file. A member of staff will review your complaint, including speaking with the driver or team involved, checking any available records, and considering any photos or documents you have provided. If we need more information, we will contact you to clarify details. After we have completed our investigation, we will provide a written response explaining our findings, any action we will take, and our reasons.

We aim to acknowledge complaints as soon as reasonably possible and to issue a full response within a fair and practical timeframe. If our investigation takes longer, we will keep you informed of the progress.

Possible Outcomes and Remedies

The outcome of a complaint will depend on the specific circumstances. Where we are at fault, we may offer one or more of the following:

An explanation of what went wrong and why, an apology, corrective action to put things right where possible, a review of our internal procedures and staff training, and any other appropriate remedy consistent with our terms and conditions and any applicable laws.

Where we do not uphold a complaint, we will explain clearly how we reached that decision and what information we relied on.

Escalating Your Complaint

If you are not satisfied with our initial response, you may request that your complaint is reviewed again. In your escalation request, please explain why you disagree with the outcome or provide any additional information you believe has not been considered.

A more senior member of our team will review the case, including the original investigation, and provide a final response. This second review is intended to ensure your concerns have been considered fairly and thoroughly.

Respectful Communication

We are committed to treating all customers with courtesy and respect, and we expect the same in return. We understand that moving can be stressful and that complaints often arise in difficult circumstances. However, we may limit or end communication if it becomes abusive or threatening towards our staff.

Using Feedback to Improve Our Service

Every complaint is an opportunity for us to improve how we plan, schedule, and deliver our man and van and small removals services. We regularly review complaints data to identify patterns, training needs, and areas where our service across our operating area can be strengthened. By sharing your concerns, you help us make future moves smoother and more reliable for all customers.

Updates to This Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our services, legal requirements, or best practice in handling customer feedback. The version published here replaces any previous versions.

If you have any questions about this procedure or are unsure how to raise an issue, please contact us using your usual method of communication and ask for guidance on making a complaint.