Complaints Procedure for Man with Van Tottenham Green

Man with Van Tottenham Green is committed to providing reliable and professional removal and man and van services. We recognise that on occasion things may not go as planned. When this happens, we want to know about it so that we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we aim to resolve issues fairly and efficiently.

Purpose of This Complaints Procedure

The purpose of this complaints procedure is to provide a clear, accessible and transparent process for customers who are dissatisfied with any aspect of our removal services. It sets out how to make a complaint, how we will investigate it, the timescales involved, and the options available if you remain unhappy with the outcome.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, communication or the way in which a move or transport job has been carried out. Examples include concerns about punctuality, handling of goods, conduct of team members, charges applied, or the fulfilment of agreed services during your move.

We treat all complaints seriously, whether they are minor issues that can be resolved quickly or more complex matters requiring detailed investigation.

Who Can Make a Complaint

Any customer who has used, or is using, our man and van or removal services can make a complaint. A complaint may also be made by someone acting on behalf of a customer, provided they have the customer’s permission to do so.

How to Make a Complaint

You can make a complaint in writing. Written complaints help us to understand the issue clearly and keep a record of what has happened. When submitting your complaint, please include:

Details of the service you booked, such as the date of the move, pick-up and delivery locations, and the type of service you requested, a clear description of what went wrong or why you are dissatisfied, any relevant information such as inventory lists, photographs of damage, or copies of quotations and invoices, and what outcome you are seeking, for example an explanation, apology, correction of an error, or consideration of compensation.

Timescales for Raising a Complaint

To help us investigate effectively, we ask that you raise your complaint as soon as possible and within a reasonable time of the issue arising. For complaints involving loss or damage to goods, we recommend that you notify us promptly after the move so we can review the circumstances while details are still fresh and any evidence is readily available.

How We Will Handle Your Complaint

Once we receive your complaint, we will follow a structured process to ensure it is managed consistently and fairly:

First, acknowledgement. We will acknowledge receipt of your complaint within a reasonable timeframe. At this stage we may request further details if anything is unclear.

Second, initial review. A member of our team will review the information you have provided, along with any relevant booking records, job sheets and communications related to your removal or transport service.

Third, investigation. If a more detailed investigation is required, we may speak with the driver or removal team involved, review route and timing information, and examine any notes taken on the day of the move. We may also ask you for additional evidence, such as photographs of any alleged damage.

Fourth, response and outcome. Following our review, we will provide you with a written response explaining our findings, any steps we have taken to address the issue, and any proposals for resolution. This may include an apology, clarification, a corrective action on a future booking, or consideration of a financial gesture where appropriate and in line with our terms and conditions.

Response Times

We aim to provide a full response to most complaints within a reasonable period from the date of acknowledgement. If your complaint is complex or requires further investigation, it may take longer. In such cases, we will keep you informed of our progress and let you know when you can expect a final response.

Resolution and Further Steps

Our priority is to resolve your complaint fairly and amicably. If you accept our proposed resolution, we will implement any agreed actions and record the outcome for quality and training purposes.

If you are not satisfied with our response, you may ask for your complaint to be reviewed again. A different staff member or manager will reassess the complaint, the initial investigation, and any evidence, and will provide a final position on behalf of Man with Van Tottenham Green.

Fairness and Confidentiality

All complaints are handled confidentially and with respect for your privacy. Information will only be shared internally with those who need it to investigate and resolve the matter. We are committed to treating all customers fairly and will not discriminate against anyone who raises a concern or complaint.

Using Complaints to Improve Our Service

We view complaints as an opportunity to learn and improve the way we deliver our man and van and removal services. We regularly review complaints data to identify patterns, training needs, and areas where our procedures, customer communication, or handling of goods can be strengthened.

Your Responsibilities as a Customer

To help us resolve your complaint efficiently, we ask that you provide clear and accurate information, respond to any reasonable requests for further details, and avoid abusive or threatening language. Constructive feedback allows us to focus on the issue and work towards a positive outcome for everyone involved.

Changes to This Complaints Procedure

Man with Van Tottenham Green may update this complaints procedure from time to time to reflect changes in our services, internal processes or applicable guidelines. The version in force at the time you raise your complaint will be the one applied to your case.

By setting out this complaints procedure, we aim to give all customers a clear understanding of how concerns are handled and to demonstrate our commitment to delivering a dependable and professional removal service.