Man and Van Highbury Complaints Procedure

Man and Van Highbury is committed to providing a reliable, careful and professional removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can put matters right and improve our service. 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 aim to handle all complaints fairly, consistently and promptly. We will always try to resolve issues informally at the earliest opportunity. If a more formal approach is needed, we will follow the steps set out in this procedure. We will treat you with respect throughout the process, and we expect our team to be treated with respect in return.

What This Procedure Covers

This procedure covers complaints about our man and van and removal services, including but not limited to local moves, long-distance moves, small office moves, packing assistance and loading and unloading. It applies to issues such as delays, damage to property or belongings, conduct of staff, quality of communication, and any other concern about the service you have received from us.

This procedure does not cover general enquiries, booking changes or requests for additional services, unless you explicitly tell us that you wish to make a complaint.

Raising a Complaint Informally

In many cases, issues can be resolved quickly and informally. If something goes wrong before, during or after your move, please raise it with the team member or representative you have been dealing with as soon as you become aware of the problem. Providing prompt information about what has happened will help us investigate and, where possible, put things right immediately or shortly after your move.

When raising an informal complaint, please provide as much detail as you can, such as the date of your move, the addresses involved, a description of the issue, and any relevant reference number you may have been given. We will do our best to resolve your concern straight away or within a short period, depending on the nature of the issue.

Making a Formal Complaint

If you are not satisfied with the outcome of your informal complaint, or if you feel that the matter is too serious to be dealt with informally, you can make a formal complaint. A formal complaint should clearly state that you wish it to be treated as such and should include the following information:

Full name and contact details, date of the move, collection and delivery locations, a clear description of what went wrong, when it happened, who was involved, and what outcome you are seeking. The more detail you provide, the easier it will be for us to carry out a thorough investigation.

Time Limits for Raising Complaints

We encourage you to raise any concerns as soon as possible. For issues involving damage or loss of items, you should notify us within a reasonable period after your move so that we can properly investigate. Delays in raising a complaint may make it harder to gather evidence, speak to all staff involved, or verify what happened.

How We Will Handle Your Complaint

Once we receive your formal complaint, we will acknowledge it and begin our investigation. We may contact you to clarify any details or to request additional information, such as photographs of any damage or copies of relevant documents. We will also speak with the staff involved, review job records and, where appropriate, examine any internal tracking or scheduling information related to your removal.

We aim to provide you with a clear and reasoned response within a reasonable timeframe. More complex complaints, such as those involving multiple properties, large moves or several team members, may take longer to investigate. If this happens, we will let you know that more time is required and keep you updated on our progress.

Possible Outcomes and Remedies

After we have completed our investigation, we will write to you with our findings and our proposed outcome. Depending on the nature of the complaint, outcomes may include an explanation and, where appropriate, an apology, steps to correct the issue, and internal changes to improve our procedures. Where damage or loss is involved, we will review the circumstances in line with our terms and conditions and any applicable insurance arrangements before deciding on an appropriate remedy.

Any settlement or remedy will be based on the specific facts of your case, the evidence available, and the contractual terms that applied to your booking.

If You Are Still Unsatisfied

If you remain dissatisfied after receiving our final response, you may ask us to review the decision. When doing so, please explain why you disagree with our findings and provide any additional information you feel is relevant. A different member of the management team, not involved in the original investigation, will review your complaint, our initial handling of it, and any new evidence you supply.

Following this review, we will send you a final position statement setting out our conclusions. This will normally mark the end of our internal complaints process. We will always explain our reasoning clearly and aim to maintain a constructive dialogue throughout.

Confidentiality and Data Protection

All complaints are handled in confidence. Information you provide will be shared only with those who need it to investigate and respond to your complaint or to fulfil legal and regulatory obligations. We handle all personal data in line with our privacy practices and applicable data protection requirements.

Using Feedback to Improve Our Service

We treat every complaint as an opportunity to learn and improve. Patterns or recurring issues are reviewed so we can adjust our training, refine our processes, and enhance the way we plan and carry out removal work. By telling us when something has gone wrong, you help us make our man and van and removal services safer, more efficient and more responsive to customer needs.

We appreciate you taking the time to share your concerns with us and we are committed to dealing with every complaint fairly, transparently and with the aim of reaching a reasonable resolution.