Complaints Procedure

Man With a Van Pentonville Complaints Procedure

This Complaints Procedure explains how Man With a Van Pentonville handles concerns and complaints about our man and van and removal services. We are committed to treating all customers fairly, responding promptly, and using feedback to improve our services across our operating area.

Our Commitment to You

We aim to provide a reliable, careful and professional moving service for every customer. If something goes wrong, we want to know about it. We will always try to:

Listen carefully to your concerns, investigate what happened, respond clearly and promptly, and offer a practical and fair resolution where possible.

Your feedback, whether positive or negative, helps us maintain and improve standards for home moves, office moves and smaller man and van jobs.

What This Procedure Covers

This Complaints Procedure applies to all services offered by Man With a Van Pentonville, including but not limited to:

Local man and van services, domestic and business removals, packing or loading assistance, and transport of goods between properties in our service area.

It covers issues such as service quality, conduct of staff, timings, handling of goods and communication before, during and after your move.

How to Make a Complaint

If you are unhappy with any aspect of our service, please raise it as soon as possible so we can address it quickly. You can make a complaint verbally or in writing. Written complaints are often helpful where there are details such as dates, times and item descriptions.

When submitting your complaint, please provide the following information so we can investigate effectively:

Your full name, the date of your move or booking, the collection and delivery locations, a clear description of your concerns, including what happened and when, and any supporting information such as photographs, lists of items, or reference numbers.

Stage One: Informal Resolution

In many cases, complaints can be resolved quickly and informally. If you raise your concern on the day of the move or shortly afterwards, we will:

Listen to your explanation of the problem, ask any necessary questions to understand the facts, and try to resolve the issue immediately or within a short time frame where possible.

Examples of informal resolutions might include clarifying timings, correcting minor billing errors, or agreeing practical steps to complete a job to your satisfaction.

Stage Two: Formal Complaint

If your concern cannot be resolved informally, or you are not satisfied with the initial response, you may ask for your complaint to be treated as a formal complaint.

Once we receive a formal complaint, we will:

Acknowledge that we have received it, normally within a reasonable time, review the details provided and, if needed, request further information, investigate by speaking with the team members involved and checking relevant records, and consider any evidence you have supplied, such as photographs or item lists.

We will then provide you with a written response setting out:

Our understanding of your complaint, the findings of our investigation, any decision we have reached, and any proposed remedy or next steps.

Timeframes for Handling Complaints

We aim to deal with complaints promptly and fairly. While exact times may vary depending on the complexity of the matter, our general approach is:

Acknowledge formal complaints within a reasonable time, investigate and respond as soon as we can, and keep you informed if we need more time to complete our review.

If there is likely to be a delay, we will explain why and give you an indication of when you can expect a full response.

Possible Outcomes and Resolutions

After investigating your complaint, we may:

Offer an explanation and, where appropriate, an apology, correct any mistakes we have identified, such as administrative or scheduling errors, propose a practical solution to complete or improve the service, or, where applicable and subject to our terms and conditions, consider financial remedies.

Any resolution will take into account the nature of the issue, the evidence available and the terms agreed at the time of booking.

Complaints About Loss or Damage

Where your complaint involves alleged loss of or damage to items during a move, please tell us as soon as reasonably possible after the service. To help us investigate, we may ask you to provide:

A description of the items concerned, photographs of any damage, the condition of items before and after the move where known, and any relevant documentation such as inventories or item lists.

All claims for loss or damage will be considered in line with our terms and conditions, including any limitations or exclusions which may apply.

How We Use Complaints to Improve

Every complaint is reviewed to see whether there are lessons we can learn. This may include:

Adjusting our staff training, updating our procedures for handling items, improving scheduling and communication with customers, and reviewing how we manage moves across our service area.

Our goal is not only to resolve individual issues, but also to prevent similar problems occurring in the future.

Customer Responsibilities

For the complaints process to work effectively, we ask customers to:

Provide accurate and complete information, raise concerns in a timely manner, allow us a reasonable opportunity to investigate, and treat our staff with courtesy while we work to resolve the matter.

This helps us reach a fair and balanced outcome for everyone involved.

Updates to This Complaints Procedure

Man With a Van Pentonville may review and update this Complaints Procedure from time to time to reflect changes in our services, internal processes or applicable legal requirements. The version available on our website or provided to you at the time of your booking will be the one that applies to your complaint.

If you have any questions about this Complaints Procedure or how it applies to your situation, you can contact us and we will be happy to explain any part of the process more clearly.