Complaints Procedure

Man With a Van Edgware Complaints Procedure

This complaints procedure explains how Man With a Van Edgware manages and resolves complaints about our man and van and removals services. We aim to provide a professional, reliable and efficient moving service. When something goes wrong, we want to know about it so we can put matters right and improve our service for all customers.

Our Commitment to You

We treat all complaints seriously and handle them in a fair, respectful and timely manner. Our objectives when dealing with a complaint are to understand what has happened, offer a clear explanation, put right any problems where possible, and learn from the experience to reduce the risk of similar issues in future.

What Is a Complaint

A complaint is any expression of dissatisfaction about our services, whether it is justified or not. This may relate to bookings, punctuality, conduct of staff, handling of goods, completion of work, charges and payments, or any other aspect of our removals and man and van operations.

We encourage customers to raise concerns as soon as possible so that we have the best opportunity to investigate and resolve the matter quickly.

How to Make a Complaint

You can make a complaint in writing or verbally. Written complaints are preferred, as they allow us to clearly review the details and provide a thorough response. When submitting a complaint, please include:

The date of the move or service, the location or addresses involved, a clear description of what went wrong, details of any conversations already held with our team, and the resolution you are seeking if you have something specific in mind. Providing copies of any relevant documents, such as booking confirmations or invoices, will also help us review your complaint efficiently.

Time Limits for Raising a Complaint

We recommend that you raise your complaint within 14 days of the service taking place, or of becoming aware of the problem. Complaints raised after a longer period may be more difficult to investigate fully, especially where details or evidence are no longer available, but we will still review the matter and do what we reasonably can to help.

What Happens After You Complain

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. We will then appoint a person responsible for reviewing the matter. This may be a manager or another senior member of our team who is not directly involved in the original issue where possible.

The person handling your complaint will review any documents, speak with relevant staff, and, if necessary, request additional information or clarification from you. We aim to complete our investigation and provide a full response within 14 days. If the matter is complex or requires more time, we will keep you informed and let you know when you can expect a final response.

Our Response

Our response will explain the outcome of our investigation. Where we find that something has gone wrong, we will provide a clear explanation and set out any steps we will take to put things right. Depending on the circumstances, this may include remedial work, a partial or full refund, or another form of redress that we consider fair and reasonable.

Where we do not uphold your complaint, we will explain why, based on the information and evidence available. Even when a complaint is not upheld, we may still identify improvements to our processes or communication and will take these forward internally.

Escalating Your Complaint

If you are not satisfied with our initial response, you can ask for your complaint to be reviewed again. In your escalation request, please explain why you are unhappy with the outcome and whether there are any further points or evidence you wish us to consider.

An escalation will be reviewed by a senior member of our team who was not involved in the original investigation, where such a person is available. We will then provide you with a final written response setting out our position.

Complaints Involving Loss or Damage

If your complaint relates to loss or damage to property during a move, please notify us as soon as possible and keep the damaged items or any relevant packaging for inspection. Please provide clear photographs and a description of the damage, along with an indication of the age and approximate value of the items.

We will review the information you provide, the service agreement in place, and any relevant terms and conditions that applied at the time of your booking. Any compensation or settlement will be considered in line with those terms and with what we consider to be fair and reasonable in the circumstances.

Unreasonable or Abusive Behaviour

We are committed to dealing with all customers courteously and professionally, and we expect the same in return. While we will always listen to legitimate concerns, we may limit or cease communication where behaviour is abusive, threatening, or persistently unreasonable. In such cases, we will explain what communication we are prepared to have going forward, if any.

Continuous Improvement

We record and monitor complaints to identify recurring issues and areas where our removals and man and van services can be improved. Feedback from customers, both positive and negative, plays an important role in helping us refine our processes, staff training and service standards.

Updates to This Procedure

We may review and update this complaints procedure from time to time to reflect changes in our operations, legal obligations or best practice in the removals sector. The version published by Man With a Van Edgware at the time you raise your complaint will apply to the handling of that complaint.

If you have any questions about this complaints procedure, please contact us using the usual contact details set out on our website or in your booking documentation.