Complaints Procedure

Complaints Procedure for Man with Van Tufnell Park

At Man with Van Tufnell Park, we aim to provide a reliable, professional and considerate removal service for every customer. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern about our services and how we will handle your complaint from start to finish.

Purpose of this Complaints Procedure

The purpose of this procedure is to give you a clear and fair process for resolving any issues related to our man and van and removal services. It is designed to:

Provide an accessible way to raise concerns about our work.

Ensure complaints are handled promptly, consistently and impartially.

Help us learn from feedback and improve our services across our operating area.

This procedure applies to all domestic and small business customers who use our moving, collection or delivery services.

What You Can Complain About

You can use this procedure to complain about any aspect of our service, including but not limited to:

Quality of the moving or transport service provided.

Conduct, attitude or behaviour of our staff or subcontractors.

Timekeeping, reliability, or failure to attend a booking.

Handling, loading, unloading or positioning of your belongings.

Damage or loss of items during a move.

Accuracy or clarity of pricing and quotations.

Communication before, during or after the move.

If you are unsure whether your issue falls under this procedure, you may still contact us for clarification and we will guide you on the appropriate next steps.

How to Make a Complaint

You should raise your complaint as soon as possible, ideally within a reasonable time of the service taking place. This allows us to investigate more effectively and resolve matters quickly.

You can make a complaint in the following ways:

By speaking directly to a member of our team at the time of the service, where possible.

By writing to us, providing full details of your concern so it can be logged and reviewed.

When submitting a complaint, please include:

Your full name and preferred method of contact.

The date and location of the service.

Any booking or reference details you have been given.

A clear description of what went wrong and when it occurred.

Details of any damage or loss, including photographs if available.

What outcome you are seeking, such as an explanation, apology, or consideration of compensation.

Our Complaints Handling Stages

Stage 1: Initial Review

Once we receive your complaint, we will log it in our internal system. We aim to acknowledge your complaint within a reasonable period of time. In many straightforward cases, we may be able to resolve the matter at this stage through discussion and agreement.

Stage 2: Investigation

If your complaint requires further investigation, it will be passed to a person with suitable responsibility within the business. During this stage we may:

Review booking records, job notes and any related documentation.

Speak with the driver or team members involved in your move.

Request further information or evidence from you, such as photographs of damage.

We will aim to provide a full response to your complaint within a reasonable timescale. If our investigation takes longer than expected, we will keep you informed of progress.

Stage 3: Outcome and Response

After completing our investigation, we will explain our findings and any action we propose to take. This may include:

A written explanation of what went wrong and why.

A sincere apology where our service has fallen below our standards.

Practical steps to put things right where possible.

Information about any gesture of goodwill or compensation considered, where appropriate and in line with our terms and conditions.

If you disagree with our decision, you may request that the complaint is reviewed again, explaining why you believe the outcome is not fair or accurate. We will then carry out a final review.

Damage, Loss and Insurance

In the event of damage or loss to your belongings during a move, it is important that you notify us as soon as you become aware of the issue. We may ask you to provide photographs, evidence of value or proof of purchase to support your claim.

Any consideration of compensation will be managed in line with our terms and conditions and any applicable insurance arrangements. We will explain which provisions apply to your booking at the time we review your complaint.

Fairness, Confidentiality and Data Protection

All complaints are handled fairly and without discrimination. Your complaint will not affect the level of service you receive if you choose to use us again in the future.

We treat all information you provide in connection with a complaint as confidential. Details are only shared within the business to the extent necessary to investigate and resolve the issue. Any personal data we hold will be stored and used in accordance with relevant data protection requirements.

Using Feedback to Improve Our Service

We take all complaints and feedback seriously and use them to improve our removal and man and van services. Trends or repeated issues are reviewed to identify where we can strengthen our training, processes and communication for customers across our service area.

Alternative Options

If, after following this complaints procedure, you remain dissatisfied with the outcome, you may wish to seek independent advice regarding your consumer rights or any further options that may be open to you. This procedure does not affect any legal rights you may have.

Review of this Procedure

This complaints procedure is reviewed regularly to ensure it remains clear, fair and effective for our customers. Updated versions will replace previous versions without prior notice, and the current procedure will always apply to new complaints.

We appreciate the time taken to raise any concerns. Your feedback helps us maintain and improve the service that customers expect from Man with Van Tufnell Park.