Complaints Procedure

Complaints Procedure for Man with Van New Barnet

Man with Van New Barnet is committed to providing a reliable and professional moving service for customers across our local and surrounding areas. While we aim to complete every removal, collection, and delivery to a high standard, we recognise that issues can sometimes arise. This Complaints Procedure explains how you can raise a concern, what we will do in response, and the standards you can expect from us throughout the process.

Purpose of This Complaints Procedure

The purpose of this procedure is to ensure that all complaints are handled fairly, consistently, and promptly. It applies to all customers who use our man and van, house move, office move, or general transport services. By following this process, we can investigate your concerns, learn from any mistakes, and improve our services throughout the wider area we serve.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services where you would like a response or resolution. This can include, but is not limited to:

Service running late or not as scheduled

Damage to property or items during loading, transit, or unloading

Concerns about the conduct, attitude, or behaviour of our drivers or porters

Disagreements about quotations, charges, or final invoices

Problems with communication, booking details, or agreed arrangements

Concerns about how a previous issue or enquiry has been handled

We encourage you to raise any concerns as soon as possible so we can address them quickly and effectively.

Step 1: Raising a Complaint Informally

In many cases, complaints can be resolved informally and immediately. If you are unhappy during your move or collection, please raise the issue directly with the driver or team leader on site. They will do their best to resolve the matter there and then, for example by:

Clarifying what has been agreed

Adjusting how the work is being carried out

Rechecking items, access routes, or loading arrangements

If the issue cannot be resolved on the day, or you remain dissatisfied, you can move to the formal complaints process outlined below.

Step 2: Making a Formal Complaint

If your concern has not been resolved informally, you can submit a formal complaint. When doing so, please provide as much detail as you can, including:

Your full name and the address where the service took place

The date and approximate time of the move or journey

A clear description of what went wrong and when it happened

Details of any conversations already held with our staff

Any supporting information, such as photographs or inventory notes

This information helps us to understand what happened and carry out a fair investigation into your complaint.

Step 3: Acknowledgement of Your Complaint

Once we have received your formal complaint, we will acknowledge it within a reasonable time frame. In our acknowledgement, we will confirm that we have received your complaint, explain who will be handling it, and outline the next steps. Where appropriate, we may request further information to ensure that our investigation is as accurate and complete as possible.

Step 4: Investigation of Your Complaint

Your complaint will be investigated by a person who has appropriate knowledge of our services and who was not directly responsible for the issue you have raised, wherever possible. The investigation may include:

Reviewing booking records, job sheets, and any written instructions

Speaking with the driver or porters who attended the job

Reviewing any images, notes, or evidence you have provided

Assessing our policies, terms, and conditions relevant to your case

We aim to complete our investigation within a reasonable period. If the process is likely to take longer, we will let you know and keep you updated on progress.

Step 5: Outcome and Resolution

When our investigation is complete, we will inform you of the outcome in clear and straightforward language. Our response will explain:

What we have found following our investigation

Whether your complaint has been upheld in full, in part, or not upheld

Any steps we have taken or will take to resolve the matter

Any practical remedies we can offer, which may include service corrections or other appropriate measures

Our aim is always to resolve complaints fairly, taking into account the information available, our terms and conditions, and what is reasonable in the circumstances.

Escalation if You Remain Dissatisfied

If you are not satisfied with the response to your complaint, you may request a further review. In doing so, please explain why you remain unhappy and what outcome you are seeking. A more senior person within the company will then review the handling of your complaint and the decision that has been made. After this review, their decision will normally be considered final within our internal complaints process.

Time Limits for Making a Complaint

To enable us to investigate properly, we ask that complaints relating to a move or man and van service are raised as soon as possible, and within a reasonable time of the service taking place. Complaints about damage to items or property should ideally be reported promptly after the issue is discovered, supported by any relevant evidence where available.

Our Commitment to Fairness and Improvement

Man with Van New Barnet takes all complaints seriously. We treat every concern as an opportunity to review and improve how we plan, carry out, and manage our removal and transport services across our service area. Where a complaint reveals wider issues, we may provide additional staff training, adjust our procedures, or take other steps to reduce the chance of similar problems happening again.

Confidentiality and Data Protection

All complaints will be handled in line with applicable data protection principles. Information you provide in connection with a complaint will be used only for the purposes of investigating and responding to your concerns, and for improving our services. We will share your information internally only with those who need it to deal with the complaint, and we will retain records for an appropriate period.

Review of This Complaints Procedure

This Complaints Procedure is reviewed regularly to ensure it remains clear, fair, and effective for customers using our man and van and removal services. We may update it from time to time to reflect changes in our operations, best practice, or relevant legal requirements.

By setting out this procedure, we aim to give all customers confidence that any concerns will be handled professionally and that we are committed to maintaining high standards throughout every move we undertake.