Complaints Procedure
Complaints Procedure for Man with Van Friern Barnet
Man with Van Friern Barnet is committed to providing a reliable and professional removal service for domestic and commercial customers. We aim to complete every move safely, on time and with care. However, we recognise that problems can occasionally arise. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Our Commitment to You
We take all complaints seriously and use them as an opportunity to improve our service. When you raise a concern with us, we will:
Listen carefully to what has happened and understand your point of view.
Acknowledge your complaint promptly.
Investigate the matter thoroughly and fairly.
Provide a clear response, including any proposed resolution.
Use the findings to review and, where necessary, improve our working practices.
Scope of This Complaints Procedure
This procedure applies to any complaint relating to our man and van or removal services, including local moves, longer-distance moves, loading and unloading, handling of goods, timing, staff conduct, and general customer service. It covers complaints made by private individuals, landlords, businesses and other organisations that have used or attempted to use our services.
How to Make a Complaint
You can make a complaint verbally or in writing. While we are happy to discuss any concerns over the phone or in person, we encourage you to submit your complaint in writing wherever possible, so that we have a clear record of your concerns and can respond accurately.
When making a complaint, please provide the following information to help us investigate efficiently:
Your full name and how you would like us to contact you.
The date and approximate time of your move or booking.
The collection and delivery addresses involved in the move.
A clear description of what went wrong and when it happened.
Names or descriptions of any staff involved, if known.
Details of any loss or damage, supported by photographs where available.
Any steps you would like us to consider as a possible resolution.
Time Limits for Raising a Complaint
We ask that you raise any concerns as soon as reasonably possible, so that we can investigate while the details are still clear. For issues relating to loss, damage or missing items, please notify us promptly after the completion of your move. Delayed notification may affect our ability to verify the facts, gather evidence, or consider any claim for compensation.
Stage One: Initial Review and Acknowledgement
Once we receive your complaint, we will log the details and allocate it to a member of the team for review. We aim to acknowledge your complaint within a reasonable time, usually within a few working days. Our acknowledgement will confirm that we have received your complaint and outline the next steps in the process.
Stage Two: Investigation
The allocated team member will investigate your complaint by reviewing booking records, job sheets, route details, photographs, messages and any other relevant information. Where appropriate, we may speak to the staff who carried out your move and ask for their account of what happened.
During this stage, we may contact you for further information or clarification. Providing prompt and clear responses will help us deal with your complaint faster and more effectively.
Stage Three: Response and Proposed Resolution
Once we have completed our investigation, we will provide you with a written response setting out:
A summary of your complaint.
What we have done to investigate it.
Our findings based on the information available.
Any actions we propose to take, which may include an explanation, an apology, service improvements, a goodwill gesture, or a contribution towards reasonable losses where appropriate.
Our aim is to provide a clear and reasoned decision that addresses each of the main issues you have raised.
Damage, Loss and Compensation
Where your complaint relates to loss or damage to your property, we may ask you for evidence such as photographs, purchase receipts, valuations or repair estimates. Any assessment of compensation will take into account the condition and likely value of the item at the time of the move, not the original purchase price.
There may be circumstances in which we cannot accept liability, for example where goods were not packed safely, where items were not declared, where access conditions were unsafe, or where events occurred outside our reasonable control. The specific terms agreed at the time of booking will also be taken into consideration.
Escalating Your Complaint
If you are not satisfied with our response at the conclusion of Stage Three, you may request that your complaint is reviewed by a more senior member of the team. When doing so, please explain which parts of our response you disagree with and provide any further evidence you would like us to consider.
The senior reviewer will look again at the information, which may include requesting additional details, and will aim to provide a final response within a reasonable timeframe. That response will set out whether our original decision is upheld, varied or overturned, and the reasons for that outcome.
Fair Treatment and Confidentiality
All complaints are handled sensitively. We will treat you fairly, regardless of the nature of your complaint, and will not discriminate against you for raising a concern. Information about your complaint will be shared only with those who need it to investigate and respond. We will hold records of complaints securely and use them to monitor our performance and improve our services.
Improving Our Removal Services
We review complaints on a regular basis to identify recurring issues and trends. Where appropriate, we may update training, adjust staffing, review route planning, improve communication methods or amend our terms and procedures. Our goal is to provide a dependable man with van and removals service that customers across the area can rely on, and your feedback plays an important part in achieving this.
Updates to This Complaints Procedure
We may update this Complaints Procedure from time to time to reflect changes in our services, operational practices or legal requirements. The version published on our website will always be the most current, and it will apply to any complaint raised after the date of publication.
