Complaints Procedure

Complaints Procedure For Man with Van Tufnell Park

Man with Van Tufnell Park is committed to providing a reliable and professional man and van removals service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and learn from the experience. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

Purpose Of This Complaints Procedure

The purpose of this procedure is to provide a clear, fair and transparent process for dealing with complaints from customers who have used our removal or man and van services. It is designed to ensure that all complaints are:

Handled promptly and courteously.

Investigated thoroughly and impartially.

Resolved wherever possible to the satisfaction of the customer.

Used to improve the way we plan, manage and deliver our services, including home moves, flat moves, office moves and small removals.

What Is A Complaint

A complaint is any expression of dissatisfaction, whether oral or written, about the standard of service you have received from Man with Van Tufnell Park. Examples include, but are not limited to:

Concerns about how your booking or move was handled.

Issues relating to the conduct or attitude of our team.

Problems with timings, arrival or completion of the job.

Concerns about care taken with your belongings or property.

Concerns about charges, estimates or the information provided before the move.

If you are unsure whether your concern counts as a complaint, please raise it with us and we will treat it under this procedure where appropriate.

Making A Complaint

We encourage you to raise any concerns as soon as possible after the issue arises. This helps us investigate while details are still clear for everyone involved. You can make a complaint verbally or in writing. When you contact us, please provide the following information where possible:

Your full name and the address where the service was provided.

The date and approximate time of the job or booking.

A clear description of what went wrong and how it affected you.

Any relevant supporting information, such as photographs, booking references or written notes.

What outcome you are seeking, for example an explanation, an apology or a review of charges.

Informal Resolution

Many concerns can be resolved quickly and informally. In the first instance, we invite you to raise your concern with the person you dealt with on the day, or with the coordinator who managed your booking. They will listen to your concerns carefully, clarify any details, and try to provide an immediate explanation or solution where this is possible.

If you are satisfied with the explanation or action taken at this stage, the matter will be considered resolved. However, if you feel that your concern has not been adequately addressed, you may request that your complaint is handled under the formal complaints process described below.

Formal Complaints Process

When a complaint progresses to the formal stage, it will be recorded and passed to a responsible person for investigation. This will usually be a manager or senior member of the team who was not directly involved in the matter you are complaining about. Our aim is to ensure that the process is as fair and impartial as possible.

We will acknowledge your complaint within a reasonable time frame, normally within a few working days of receiving it. In the acknowledgement, we will confirm that we have received your complaint, outline the next steps, and indicate the likely timescale for a full response.

Investigation Of Your Complaint

During the investigation, we may take the following steps:

Review internal records relating to your booking or move, including any notes made on the day.

Speak with staff or operatives involved in providing your service to obtain their accounts.

Consider any photographic evidence, messages or documents you have provided.

Assess whether our normal procedures were followed and whether they remain appropriate.

We may contact you to request further information or clarification so we can fully understand what happened and how it impacted you.

Our Response And Possible Outcomes

Once the investigation is complete, we will provide you with a written or verbal response setting out:

A summary of your complaint and the issues we have considered.

The findings of our investigation.

Any conclusions reached about what went wrong and why.

Any steps we propose to take to resolve the complaint or improve our services.

Depending on the circumstances, outcomes might include one or more of the following:

An explanation or further information about the events in question.

A sincere apology where we accept that things could have been handled better.

A review of charges or consideration of a goodwill gesture where appropriate.

Changes to internal procedures or training to prevent a similar issue arising again.

Timeframes

We aim to resolve complaints as quickly as possible. In most cases, we will be able to complete our investigation and provide a full response within a reasonable time frame. If the matter is complex or requires further time to investigate, we will let you know and provide an updated timescale. We will keep you informed of progress where the investigation cannot be concluded promptly.

If You Remain Unhappy

If, after receiving our formal response, you feel that your complaint has not been resolved satisfactorily, you may contact us again to explain why you remain dissatisfied. We will review your comments, consider whether any further investigation is required, and clarify whether our original decision can be changed. We will then provide you with a final position on your complaint.

Confidentiality And Data Protection

All complaints are handled with respect for your privacy. Information you provide will be used only for the purpose of investigating and responding to your complaint, and for improving our services. We will store complaint records securely and in line with our data protection obligations. We will not share your personal details with third parties unless we are legally required to do so.

Continuous Improvement

We see complaints and feedback as an important way to monitor the quality of our removals and man and van services. Lessons learned from complaints are used to review how we plan moves, protect belongings, communicate with customers and manage work on the day. By following this procedure, our aim is to resolve individual issues fairly and to improve our service for all customers.

Accessibility Of This Procedure

This complaints procedure is available to all customers of Man with Van Tufnell Park. If you require the information in a different format or need support to raise a complaint, please let us know and we will do our best to assist you. We want it to be straightforward for every customer to tell us when something has gone wrong and to have confidence that their concern will be taken seriously.