Complaints Procedure for Man with Van Farringdon
Man with Van Farringdon is committed to providing a reliable, careful and professional removals and man and van service. We recognise that, on occasion, customers may feel that we have not met their expectations. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.
Our Commitment to You
We aim to resolve all complaints fairly, promptly and in a transparent manner. Every complaint is treated seriously, whether it concerns a small item removal, a full home move, or ongoing transport and delivery arrangements. We use feedback to improve our services, staff training and customer communication.
We will always:
Listen carefully to your concerns, take your complaint seriously, and treat you with respect.
Investigate what happened in an objective way, speaking to any staff involved and reviewing relevant records.
Provide a clear response that explains our findings and any actions we will take.
Use the outcome of complaints to enhance the quality and reliability of our removal services.
What Can Be Complained About
You can use this procedure to complain about any aspect of our service, including:
Collection, loading, transport or delivery of your belongings.
Conduct, attitude or professionalism of our team members.
Timekeeping, arrival or completion times for your move.
Damage, loss or handling of items during a move or storage-related transport.
Quality and clarity of quotes, invoices, or information provided before or after your booking.
Any other issue related to our man and van or removal services that has caused you concern or inconvenience.
How to Make a Complaint
You can raise a complaint verbally or in writing. Written complaints are often easier to investigate fully, as they provide a clear record of your concerns. When submitting a complaint, please include the following information so that we can review your case efficiently:
Your full name and the address where we carried out the removal or delivery.
The date of your move or service, and the approximate time if known.
A clear description of what went wrong and what outcome you are seeking.
Any supporting information, such as photographs of damage, booking references, or copies of quotes and invoices.
We encourage you to raise any issues as soon as possible after the service has taken place so that details remain fresh and evidence can be easily obtained.
Stages of the Complaints Process
Stage 1: Initial Review and Acknowledgement
Once we receive your complaint, we will log it in our internal system and carry out an initial review. We aim to acknowledge your complaint within a reasonable timeframe. The acknowledgement will confirm that we have received your concerns and provide an indication of when you can expect a detailed response.
Stage 2: Investigation
An appropriate member of our management team will investigate your complaint. This may include:
Reviewing job records such as booking details, inventory notes and driver logs.
Speaking with the staff who attended your property or handled your move.
Assessing any photographs or other evidence that you provide.
Considering whether our service met our own internal standards and any agreed terms.
We aim to complete investigations without unnecessary delay. If the matter is complex or requires more time, we will inform you of the reason and provide an updated timescale.
Stage 3: Response and Outcome
After the investigation is complete, we will provide a written response. This will usually include:
A summary of your complaint as we understand it.
A description of the steps we took to investigate the matter.
Our findings and whether we believe your complaint is upheld in full, in part, or not upheld.
Details of any actions we will take, which may include an apology, service improvements, staff training or, where appropriate and subject to our terms, a gesture of goodwill or other resolution.
Our aim is to ensure that the outcome is reasonable and clearly explained, even if we do not agree with every aspect of your complaint.
Time Limits for Complaints
To allow us to properly investigate and respond, we recommend that complaints are made within a reasonable period following the service. The sooner you notify us, the more likely it is that we can gather accurate information from staff and records.
For concerns relating to damage or loss of items, we advise that you check your belongings as soon as practicable after the move, and notify us promptly if you believe there is an issue. This assists us in considering any claim in line with our terms and conditions.
Escalating Your Complaint
If you are not satisfied with the outcome at the first stage, you may ask for your complaint to be reviewed again. In that case, a different member of the management team, where possible, will re-examine the case and the original response.
When requesting an escalation, please explain which parts of the decision you disagree with and why. Provide any additional information or evidence you believe is relevant. We will then carry out a further review and provide a final written response.
Fair Treatment and Confidentiality
Making a complaint will not affect your rights as a customer or the way we treat you. We will handle your information confidentially and only share details with staff who need to be involved in investigating or resolving the matter. We also expect our staff to be treated respectfully during any communication about the complaint.
Using Complaints to Improve Our Service
We regularly review complaints to identify recurring issues and areas where our removal and man and van services can be improved. This may include updating procedures for packing and loading, improving communication about timings, or refining how we plan and coordinate moves. Your feedback plays an important role in helping us maintain and improve the quality and reliability of our work.
Updates to This Procedure
Man with Van Farringdon may update this complaints procedure from time to time to reflect changes in our services, internal processes or applicable standards. The version published on our legal and policy information will be the most current and will apply to any new complaint raised after it has been updated.
We appreciate every opportunity to resolve problems and to make our removals and man and van services more dependable, efficient and customer focused.
