Complaints Procedure

Complaints Procedure for Man with Van Cockfosters

Man with Van Cockfosters is committed to providing a reliable and professional removals and man and van service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so we can put things right and improve our service. This complaints procedure explains how you can raise a concern and what you can expect from us in response.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for customers who wish to complain about any aspect of our removal or transport services. This includes home moves, flat moves, office moves, single-item collections, deliveries and any related packing or loading services we provide.

We aim to address all complaints promptly, respectfully and transparently, and to use the feedback to enhance our operations across our service area.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, staff, vehicles, conduct on site, or the way we have handled a previous enquiry or booking. Typical examples may include:

Service not provided as agreed, delays in collection or delivery, concerns about the handling of items, alleged damage or loss, behaviour or attitude of team members, quality of communication before, during or after the move, or invoicing and charges that you believe are incorrect.

If you are unhappy with any part of your experience with Man with Van Cockfosters, we encourage you to raise it with us as soon as possible so we have the opportunity to resolve the matter.

Raising an Informal Concern

In many cases, issues can be resolved quickly and informally. If you experience a problem on the day of your removal or collection, please speak directly to the team member in charge of your job. They will do their best to resolve the matter immediately, for example by adjusting the way items are loaded, clarifying timings, or checking the agreed scope of work.

If your concern arises after the job is complete, you may contact us using your usual method of communication, quoting your name, service date and collection or delivery address. We will review the issue and attempt to resolve it with you informally. Where this is not possible, or if you prefer, you may proceed with a formal complaint.

How to Make a Formal Complaint

If you wish to make a formal complaint, please submit it in writing. This helps us to keep a clear record of your concerns and our responses. In your complaint, please include:

Your full name, the date of the service, the collection and delivery locations, a clear description of the issue, any relevant timings, and any supporting information such as photographs or inventory notes that relate to your concern.

Please make your complaint as soon as reasonably possible after the service. This gives us the best chance of investigating fully and fairly while details are still fresh and records are most complete.

Our Complaint Handling Process

Once we receive your formal complaint, we will follow these steps:

First, we will acknowledge that we have received your complaint and confirm that an investigation is underway. We will usually provide this acknowledgement within a reasonable period of time.

Next, we will review all available information, which may include job sheets, booking records, photographs, vehicle logs, staff reports and any messages exchanged before or after the move. If appropriate, we may contact you to request further details or clarification.

We may also speak to the team members who carried out your removal or delivery to understand what happened on the day. Our aim is to build a full and balanced picture of the events.

After the investigation is complete, we will provide you with a written response explaining our findings, any conclusions we have reached and what we propose as a resolution.

Timeframes for Response

We aim to deal with complaints as quickly as possible. While actual timescales may vary depending on the complexity of the issue, availability of information and whether damage or loss is alleged, we seek to:

Acknowledge your formal complaint within a reasonable time, investigate and respond within a further reasonable period, and keep you updated if more time is required to gather information or assess evidence.

If delays occur, we will explain why and indicate when you can expect a full response.

Possible Outcomes and Resolutions

After reviewing your complaint, we may decide that no service failure has occurred, or we may uphold your complaint in full or in part. Where we find that we could have done better, we will consider appropriate steps, which may include:

Providing an explanation and, where relevant, an apology, taking corrective action for future bookings, offering a practical solution such as a return visit where appropriate, or considering a goodwill gesture in line with our policies and any applicable terms and conditions.

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

Damage, Loss and Insurance Related Complaints

If your complaint involves alleged damage or loss of items during a removal or man and van job, we may need additional information such as photographs of the item and the damage, proof of ownership or value where relevant, and confirmation that the issue was reported as soon as reasonably possible after the service.

Such complaints will be assessed in the context of our service terms, any agreed inventory, and any insurance arrangements that apply to the work carried out. Time limits may apply to claims of this nature, so prompt notification is important.

Escalation of Complaints

If you are not satisfied with the outcome of your complaint, you may ask for the decision to be reviewed. In your request, please explain why you remain unhappy and what outcome you are seeking. We will arrange for a further review by a senior member of our team who was not directly involved in handling the initial complaint, where possible.

Following this review, we will provide a final response setting out our position. This will normally conclude our internal complaints process.

Using Feedback to Improve Our Service

All complaints, whether upheld or not, are recorded and reviewed so that we can identify patterns, recurring issues or areas for improvement in our removals and man and van operations. This may lead to additional staff training, updates to procedures, improvements to communication or adjustments to how we plan and carry out moves within our service area.

By sharing your concerns with Man with Van Cockfosters, you help us refine our service and maintain high standards for customers planning a move or delivery.

Updates to This Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our services, internal processes or relevant regulations. The version published here is the one that applies at the time you raise your complaint.