Complaints Procedure

Man With a Van Wood Green Complaints Procedure

Man With a Van Wood Green is committed to providing a reliable and professional removal and man and van service. We aim to handle all customer concerns quickly, fairly and transparently. This complaints procedure explains how you can raise a complaint, how it will be handled, and what you can expect from us throughout the process.

Purpose of This Complaints Procedure

The purpose of this procedure is to provide a clear and straightforward route for customers to raise concerns about any aspect of our service. This can include home removals, business moves, furniture collection and delivery, packing assistance, loading and unloading, or any other service carried out by Man With a Van Wood Green.

We use all feedback, including complaints, to improve the quality and reliability of our work across our service area.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of our services or the conduct of our staff or subcontractors. Examples include:

Concerns about the quality of removal services or how your belongings were handled. Issues with timekeeping, communication or conduct of our team. Disputes about charges, quotations or additional fees. Problems with how we have handled an earlier concern or query.

You do not need to use the word complaint for us to treat your concern as one under this procedure.

How to Make a Complaint

You may raise a complaint as soon as possible after the issue occurs, and ideally within 14 days of the service date. This helps us investigate thoroughly while details are still recent.

You can submit a complaint in writing or verbally. When raising your complaint, please provide the following information where possible:

Your full name and a preferred method for us to contact you. The date and location of the service. A clear description of what went wrong or did not meet your expectations. Any supporting details, such as booking reference, photographs or inventory notes.

We encourage complaints to be made in writing where practical, as this creates a clear record of the issues raised and helps us respond more effectively.

Our Complaints Handling Stages

We aim to resolve most issues informally and at an early stage. However, if a concern cannot be resolved straight away, it will move through the stages set out below.

Stage One: Initial Review and Acknowledgement

Once we receive your complaint, we will record it and arrange for an appropriate person to review it. We will acknowledge your complaint within five working days. The acknowledgement will confirm that we have received your complaint and outline the next steps and expected timescales.

Stage Two: Investigation

Your complaint will be investigated by a member of our management team who was not directly involved in the event complained about where possible. The investigation may include:

Reviewing your original booking and service details. Speaking with the team members involved in your removal or delivery. Assessing any relevant photos, documents or notes. Considering any previous communication between you and us about the matter.

We aim to complete our investigation and provide a full response within 20 working days of acknowledging your complaint. If we need more time due to complexity or availability of information, we will let you know and provide an updated timescale.

Stage Three: Outcome and Resolution

When the investigation is complete, we will write to you with our findings. Our response will set out:

What we have understood your complaint to be about. The steps we took to investigate. Our decision and the reasons for it. Any proposed remedy or action.

Possible outcomes may include an explanation or apology, corrective action for future services, or a gesture of goodwill where appropriate and at our discretion. Any resolution offered will reflect the nature of the complaint, the impact on you, and the information available to us.

If You Are Not Satisfied With the Outcome

If you remain unhappy with our response at Stage Three, you may request a further review. To do this, please contact us within 14 days of receiving our decision and explain why you are dissatisfied and what you would like us to reconsider.

A different manager or senior representative will review your complaint, the investigation, and our decision. We will provide a final response within 20 working days of receiving your request for a review, unless there is a clear reason why more time is needed, in which case we will inform you.

This final response will confirm whether our original decision is upheld, varied or overturned, and it will set out our final position on the matter.

Fairness and Confidentiality

All complaints are treated seriously and confidentially. We will handle your information in accordance with applicable data protection requirements and will only share it with those who need it to investigate and resolve your complaint.

You will not be treated less favourably or refused future services solely because you have made a complaint in good faith.

Use of Feedback

We regularly monitor complaints to identify patterns and areas for improvement. This helps us maintain and enhance the quality of our man and van and removal services and supports training and service standards across our operating area.

Amendments to This Procedure

Man With a Van Wood Green may update this complaints procedure from time to time to reflect changes in our services, business practices or legal requirements. The current version will always apply to any complaint raised.

If you have any questions about this procedure, please contact us using the usual communication methods detailed on our main contact information.