Complaints Procedure

Complaints Procedure for Man with Van Muswell Hill

Man with Van Muswell Hill is committed to providing a reliable and professional removal service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage. Our aim is to resolve issues fairly, promptly and transparently.

Purpose of this Complaints Procedure

The purpose of this procedure is to make sure that any complaint about our man and van or removal services is handled consistently and efficiently. It sets out the steps for making a complaint, the timescales we work to, and how we seek to put matters right. We welcome feedback as an opportunity to improve the quality, safety and reliability of our moving services.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, where a response is expected or required. This may relate to:

Service quality or standards on the day of the move, delays or missed time slots, the conduct or behaviour of our staff or contractors, how your belongings were handled, damage or loss of items, the accuracy of quotes or invoices, or any aspect of our communication and customer care.

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

Raising a Complaint Informally

In the first instance, we encourage you to raise issues informally with us as soon as they arise. Many concerns can be resolved rapidly through a simple conversation or clarification. If you are unhappy during a collection or delivery, please speak to the driver or team leader on site where possible. If the matter cannot be resolved at the time, or you remain dissatisfied, you can follow the formal complaints process set out below.

How to Make a Formal Complaint

If you wish to make a formal complaint about our removal services, please do so in writing. Written complaints help us to understand the issue clearly, investigate thoroughly and keep an accurate record. When submitting your complaint, please provide the following information:

Your full name, the date of your move or booking, your booking reference if available, a clear description of what went wrong, when and where the problem occurred, the names of any staff involved if known, and any relevant evidence such as photos, inventories or written notes.

We encourage you to raise your complaint as soon as possible and ideally within 14 days of the service, particularly where damage or loss is involved. This helps us to review records, vehicle logs and staff accounts while information is still fresh and accessible.

Our Acknowledgement and Response Times

Once we receive your formal complaint, we will acknowledge it in writing. We aim to acknowledge all complaints within five working days. In our acknowledgement, we will confirm that your complaint has been received, outline the next steps in the process, and provide an indicative timescale for a full response.

We aim to provide a detailed written response within 20 working days of acknowledging your complaint. If we are unable to meet this timescale, for example because we require additional information or are waiting on third-party reports, we will inform you and provide an updated timeframe.

How We Investigate Complaints

Every complaint is taken seriously and investigated objectively. Depending on the nature of your complaint, the investigation may include reviewing your booking details and inventory, checking communications and instructions given before the move, speaking with the driver or removal team involved, and reviewing any photographs or evidence you provide.

Our aim is to understand what happened, whether our standards were met, and what actions may be required to resolve the issue and prevent similar problems in the future. We treat all information you provide in connection with a complaint as confidential and handle it in accordance with our data protection obligations.

Outcomes and Resolutions

Once we have completed our investigation, we will explain our findings to you clearly and in writing. Where your complaint is upheld in full or in part, we will set out the steps we propose to take to put things right. Depending on the circumstances, possible outcomes may include an apology and explanation, corrective action in relation to future bookings, a review of our procedures or staff training, and where appropriate, consideration of compensation or contribution towards losses, in line with our terms and conditions.

If we do not uphold your complaint, we will provide a clear explanation of the reasons for our decision and the evidence considered.

If You Remain Dissatisfied

If you are unhappy with the outcome of your complaint, you may ask for a review. When requesting a review, please explain which aspects of our decision you disagree with and provide any additional information that you believe should be considered. A review will be conducted by a person not directly involved in the original investigation, where possible, to ensure fairness and impartiality. We will provide a further written response once the review is complete.

Claims for Damage or Loss

Where your complaint involves alleged damage or loss of items during a removal, we may ask you for additional details and evidence. This may include photographs of the items and packaging, proof of ownership and value, and confirmation that any damage was reported as soon as reasonably practicable. All such complaints will be considered in line with our terms and conditions, including any applicable limits on liability. Prompt reporting helps us assess the situation accurately and may assist in any insurance processes that apply.

Continuous Improvement

We review complaints regularly to identify patterns, areas for improvement and opportunities to enhance our man and van and removal services. Feedback from customers helps us refine our training, safety procedures and service standards. By following this Complaints Procedure, you assist us in maintaining a professional and dependable moving service.

Policy Review

This Complaints Procedure is reviewed periodically to ensure it remains accurate, clear and effective. Updates may be made to reflect changes in our services, legal requirements or industry best practice. The version published here is the most current and applies to all complaints about our services.