Man with Van Edgware Complaints Procedure

This Complaints Procedure sets out how Man with Van Edgware will handle any concerns or complaints you may have about our removal and man and van services. We aim to provide a reliable, efficient and professional service for every move. When something goes wrong, we want to know about it so we can put things right and improve our service for the future.

Our Commitment to You

We take all complaints seriously. Whether your concern relates to the quality of our moving service, staff conduct, timekeeping, damage to items, or communication, we will treat your complaint with respect and care. Our goals are to listen, to understand what has gone wrong, and to respond in a fair and timely way.

We aim to resolve most issues informally and as quickly as possible. Where a more detailed investigation is needed, we will keep you informed at each stage so you know what is happening and when you can expect a full response.

Before Making a Formal Complaint

If you are unhappy with any aspect of your move or booking, we encourage you to raise the issue as soon as possible with the person you have been dealing with at Man with Van Edgware, such as the driver on the day or the coordinator who arranged your job. Many problems can be resolved quickly by speaking directly to the team involved, especially for matters such as timings, access issues or simple misunderstandings.

If you have already raised your concern informally and are not satisfied with the outcome, or you feel the issue is too serious for informal resolution, you can follow the formal complaints procedure set out below.

How to Make a Complaint

You can make a complaint in writing. Written complaints help us understand your concerns clearly and provide a full, considered response. When submitting your complaint, please include:

The date of your move or booking, your full name, the collection and delivery addresses, a clear description of what went wrong, details of any conversations already held with our staff, and what outcome you are seeking, such as an explanation, an apology, or a review of charges.

Please provide any supporting information you have available, such as photographs of any damage, inventories, or copies of quotes or invoices. This helps us assess the situation thoroughly and fairly.

Time Limits for Raising a Complaint

We ask that you raise any complaint as soon as possible after the issue occurs. For damage to goods or property linked to our removal or man and van services, you should tell us about the problem as soon as you become aware of it. Early notification improves our ability to investigate and, where appropriate, to offer a suitable remedy.

How We Will Handle Your Complaint

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

First, we will acknowledge your complaint. We will confirm that we have received your concerns and that a review has started. At this stage, we may ask for additional information if anything is unclear.

Next, we will investigate. Your complaint will be reviewed by a person who was not directly involved in the incident whenever possible. We may speak to the driver or team members who carried out your move, review job notes and inventories, and consider any evidence you have provided.

We will then provide a response. After the investigation is complete, we will send you a written outcome. This will explain our understanding of what happened, any findings from our review, and whether we agree that things went wrong. Where appropriate, we will offer an apology and outline any practical steps we can take to resolve the matter.

We aim to provide a full written response within a reasonable timeframe from acknowledging your complaint. If we need longer because the issue is complex, we will tell you and keep you updated.

Possible Outcomes and Remedies

Depending on the nature of your complaint and the findings of our investigation, possible outcomes may include an explanation or clarification, an apology, a review or adjustment of charges, an offer of a practical remedy where feasible, or changes to our internal procedures, staff training, or communication processes to help prevent similar issues in future.

Any remedy will take into account our terms and conditions, the information and evidence available, and the extent of our responsibility for what has occurred.

Damage to Goods or Property

Where your complaint involves alleged damage to items or property during a removal or man and van job, we may ask for photographs, descriptions of the damage and any relevant paperwork such as inventories or condition reports. In some cases, we may request the opportunity to inspect the damage.

We will consider whether our team followed reasonable care and skill and whether the damage is likely to have been caused during the move. We will also take into account any pre existing wear and tear, inherent weaknesses, and any limitations set out in our terms and conditions.

Escalating Your Complaint

If you are unhappy with the outcome of your complaint, you can ask us to review the decision. When requesting a review, please explain why you believe the outcome is not fair or complete and provide any additional information you feel has not been considered.

We will arrange for a further review of your complaint where appropriate. After this review, our position will be confirmed to you in writing.

Privacy and Data Protection

Any personal data you provide when making a complaint will be handled in line with our data protection responsibilities. We will use your information only for the purposes of investigating and responding to your complaint and for improving our services. Your information will be kept secure and only shared where necessary to deal with the issues you have raised.

Continuous Improvement

Feedback from our customers, including complaints, is an important part of how we improve our removal and man and van services. We regularly review complaints data to identify patterns, training needs and opportunities to strengthen our processes, communication and customer care. By telling us when something has gone wrong, you are helping us to provide a better, more reliable service for future moves.