Complaints Procedure for Man with Van South Tottenham

Man with Van South Tottenham is committed to providing a reliable and professional removals and man and van service. We aim to handle your belongings with care, arrive on time, and communicate clearly throughout every move. If something goes wrong or you are unhappy with any part of our service, this complaints procedure explains how you can raise your concerns and how we will respond.

Purpose of This Complaints Procedure

The purpose of this procedure is to give customers a clear, fair and simple way to tell us when they are dissatisfied with our work. We use feedback and complaints to improve our moving and transport services, strengthen our customer care, and reduce the chance of similar issues arising in the future.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our removals or man and van services, whether it concerns the conduct of staff, timing of the job, the handling of goods, charges, communication, or any other aspect of the service we provide. You can complain even if you are not sure who is at fault, or if the issue appears minor. If it matters to you, it matters to us.

How to Raise a Complaint

You can raise a complaint in writing or verbally. We encourage you to provide as much detail as possible so we can investigate effectively. When you submit a complaint, please tell us:

• Your full name and, if applicable, the name the booking was made under.
• The date and approximate time of your booking or move.
• The collection and delivery locations used for the job.
• A clear description of what went wrong and how it affected you.
• Any steps you have already taken to address the problem with our team on the day.
• Any supporting information, such as job references or written notes you may have.

If the issue arises while the job is in progress, please raise it with the team member on site as soon as you can. Many issues can be resolved quickly if brought to our attention at the time.

Timescales for Making a Complaint

To help us investigate accurately, we ask that you raise your complaint as soon as possible after the event. Complaints related to service quality, timekeeping or conduct should normally be raised within 14 days of the move. Complaints about possible damage or loss of items should be raised as soon as you become aware, and you should keep the items and any packaging until the matter has been reviewed.

How We Will Respond

Once we receive your complaint, we will acknowledge it within a reasonable period and begin our investigation. We will normally:

• Review all details you have provided.
• Speak with the staff involved, including the driver or removals team.
• Check any relevant booking details and job records.
• Consider what went wrong and what should have happened instead.

We will then provide you with a response setting out what we have found, what we believe caused the problem, and any steps we propose to put things right. In more complex cases, where further time is needed to gather information, we will let you know and keep you updated on progress.

Possible Outcomes and Remedies

Depending on the nature of your complaint and the outcome of our investigation, we may offer one or more of the following:

• An explanation and, where appropriate, an apology.
• Practical steps to complete or correct the work, where possible.
• A review of internal practices or staff training to prevent recurrence.
• Consideration of a financial remedy, refund or partial refund where this is justified and in line with our terms and conditions.

All remedies are assessed case by case, taking into account the circumstances of the complaint, the evidence available, and the contractual terms that applied at the time of the booking.

Escalating Your Complaint

If you are not satisfied with our initial response, you may ask for the complaint to be reviewed. When requesting a review, please explain:

• Which parts of our response you do not agree with.
• Any additional information or evidence you want us to consider.
• What outcome you are seeking.

A further review will then be carried out by someone not directly involved in the original handling of your move, wherever possible. They will reassess the information and provide a final response.

Fairness, Respect and Confidentiality

Every complaint is handled in a professional and respectful manner. We will not tolerate abusive or threatening behaviour towards our staff, and we expect all communication to remain courteous. We will treat the information you provide in confidence and only share it internally as needed to investigate and resolve your complaint.

Using Complaints to Improve Our Service

We regularly review complaints and feedback to identify patterns and areas where our man and van and removals operations can be improved. This may include additional staff training, changes to how we plan moves, updates to our communication procedures, or adjustments to our terms or documentation.

Your Responsibilities as a Customer

To help us handle your complaint efficiently, we ask you to:

• Provide accurate and complete information about your booking and the issue.
• Keep any relevant documents, such as booking confirmations and job references.
• Cooperate with our investigation and respond to reasonable requests for more details.
• Raise concerns as soon as is practical so that we can address them promptly.

Review of This Procedure

Man with Van South Tottenham may update this complaints procedure from time to time to reflect changes in our services, internal practices or applicable requirements. The version published on our site will always be the latest version in effect.

This complaints procedure is intended to provide a clear route for raising and resolving concerns about our moving and transport services. We value your custom and will always aim to treat your complaint seriously, investigate it carefully and respond in a fair and timely way.