Complaints Procedure

Man and Van Edgware Complaints Procedure

Man and Van Edgware is committed to providing a reliable, professional and courteous removal service. We aim to handle every move and delivery with care, but we recognise that occasionally 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 Commitment to You

We treat all complaints seriously and use the information you provide to improve our service. Our main aims when handling a complaint are to:

Listen carefully to your experience and understand what has gone wrong from your perspective.

Respond in a prompt, fair and transparent way.

Offer a clear explanation, apology where appropriate, and a suitable resolution.

Use your feedback to reduce the chance of similar issues occurring again.

What Is a Complaint

A complaint is any expression of dissatisfaction about our man and van or removal services, whether it relates to booking, pricing, punctuality, staff conduct, handling of goods, damage, loss, delays, or the quality of our customer service. You do not need to use any specific wording for your concern to be treated as a complaint.

How to Raise a Complaint

You can raise a complaint verbally or in writing. We recommend making a written complaint where possible so that there is a clear record of the issues you wish us to consider. Please provide the following information to help us investigate:

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

The date of your move or delivery, and the agreed time slot.

A description of what happened, including any relevant timings.

Details of any damage, loss, delay or other issues you are concerned about.

Any supporting evidence you may have, such as photographs of damage, inventory lists, or notes taken on the day.

Information about what outcome you are seeking, such as an explanation, apology, or compensation assessment.

Timescales for Making a Complaint

We ask that you raise any complaint as soon as possible after the service has taken place. This helps us investigate effectively while events are still fresh in mind and relevant records are readily available. If your complaint concerns damage or loss of items, please report this at the earliest opportunity once you become aware of the issue.

How We Will Handle Your Complaint

Once we receive your complaint, we will follow a structured process to ensure it is dealt with fairly and consistently.

Acknowledgement

We will acknowledge your complaint within a reasonable period of receiving it. In this acknowledgement we will confirm that we have received your concerns and let you know the next steps in the process.

Investigation

An appropriate member of our team will review your complaint in detail. The investigation may include some or all of the following activities:

Reviewing your booking details, service notes and any written communications.

Speaking to the team members involved in your move or delivery.

Checking vehicle logs or schedules relevant to your service.

Assessing any photographs, inventories or other evidence you have provided.

Requesting further clarification or additional information from you if needed.

Response

After we have completed our investigation, we will provide you with a written response. Our response will aim to:

Summarise the complaint and the issues you raised.

Explain the steps we have taken to investigate.

Set out our findings in clear, straightforward language.

Confirm whether we uphold, partly uphold, or do not uphold your complaint.

Explain any actions we will take, which may include an apology, service review, staff feedback or, where appropriate, consideration of compensation in line with our terms and conditions.

Timescales for Our Response

We aim to resolve complaints as quickly as possible. Many straightforward issues can be resolved within a short timeframe. More complex complaints, especially those involving claims for damage or loss, may require additional time so that we can review all the details fairly. If we anticipate that our investigation will take longer than usual, we will inform you and keep you updated on our progress.

If You Are Not Satisfied With the Outcome

If you are unhappy with the response you receive, you may ask for your complaint to be reviewed again. In your request, please explain which parts of our response you disagree with and provide any additional information or evidence you would like us to consider. We will then carry out a further review, which may be handled by a different person to ensure a fresh perspective.

Claims for Damage or Loss

Where your complaint involves alleged damage to property or loss of items, it is important that you provide as much evidence as possible to support your claim. This may include:

Photographs clearly showing the damage.

Receipts, valuations or proof of ownership where available.

Confirmation of the condition of items before the move, if this has been documented.

Any damage or loss claims will be considered in line with our terms and conditions and any agreed limits of liability. We may ask additional questions to clarify circumstances and to distinguish between pre-existing conditions, normal wear and tear, and damage sustained during the move.

Using Complaints to Improve Our Service

Your feedback is essential in helping us maintain and improve the standard of our man and van and removal services. We regularly review complaints data to identify patterns, training needs and opportunities to refine our processes. This may involve updating staff guidance, improving communication at the booking stage, or adjusting how we plan and deliver moves and collections.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be used only for the purpose of investigating and resolving your complaint, and for internal monitoring of our service quality. We will handle your personal data in accordance with applicable data protection requirements.

Accessibility of This Procedure

This Complaints Procedure is intended to be clear and easy to understand. If you have any difficulty in using this procedure or need assistance to raise a complaint, please let us know so we can offer reasonable support. Our goal is to make it straightforward for any customer to tell us when something has gone wrong so that we can put it right wherever possible.