Man with Van Tufnell Park Complaints Procedure

Man with Van Tufnell Park is committed to providing a reliable, professional and considerate removals service. We aim to handle every move and delivery carefully and efficiently. If something goes wrong or you are not satisfied with any part of our service, this complaints procedure explains how to raise your concerns, how we will respond, and what you can expect from us at each stage.

Purpose of this complaints procedure

The purpose of this procedure is to give customers a clear and fair process for reporting issues about our man and van and removal services. It allows us to understand what happened, put things right where possible, and improve the way we work. We treat all complaints seriously, whether they relate to a single item move, a full household relocation or commercial transport work.

What counts as a complaint

A complaint is any expression of dissatisfaction about our service, including but not limited to:

Service standards, punctuality or behaviour of drivers or porters

Handling, loading, unloading or transporting of belongings

Loss, damage or delay to items during a move

Communication before, during or after a booking

Pricing, quotes, extra charges or clarity of information

How we have handled a previous concern or enquiry

You do not need to use the word complaint for this procedure to apply. If you tell us you are unhappy and would like us to look into something, we will treat it as a complaint.

How to make a complaint

You can raise a complaint using any method you are comfortable with. Please provide as much detail as possible so we can understand and investigate your concerns thoroughly. It is helpful if you include:

Your full name and the address where the service took place

The date and approximate time of the booking

A brief description of the service you booked, for example man and van for a flat move or small office removal

A clear explanation of what went wrong or why you are dissatisfied

Details of any loss, damage, delay or inconvenience you have experienced

Any supporting information you have available, such as photos of damage, inventory lists, or messages confirming arrangements

Please raise your complaint as soon as reasonably possible after the service so that events are fresh in everyone’s mind and evidence can be collected more easily.

Our complaints handling stages

Stage 1: Initial review and acknowledgement

Once we receive your complaint, we will record it and arrange for it to be reviewed by a person responsible for customer issues. We will acknowledge your complaint within a reasonable period of time. In our acknowledgement we will confirm that we have received your complaint, summarise our understanding of the issues, and explain the next steps and indicative timescales.

Stage 2: Investigation

We will then investigate your complaint. Depending on the nature of the issue, this may include:

Reviewing booking details, schedules and instructions

Speaking with the driver or removal team who carried out the work

Reviewing any photos, messages, inventory lists or job notes

Checking any relevant policies, terms or agreed prices

We aim to complete our investigation and provide a response within a reasonable and practical timeframe. If the issue is complex or requires more time to look into, we will let you know and keep you updated on progress.

Stage 3: Response and outcome

When our investigation is complete, we will provide you with a clear written response. This will normally include:

A summary of the complaint and the matters we have looked into

An outline of what we found during our investigation

Our decision on whether the complaint is upheld in full, upheld in part, or not upheld

Details of any steps we have taken or propose to take to resolve the matter

Information on any process for further review if you remain dissatisfied

Where a complaint is upheld, we will consider appropriate remedies. These may include a practical solution such as additional assistance, putting something right where possible, or a financial gesture where this is fair and in line with our responsibilities and terms.

If you remain dissatisfied

If you feel that your complaint has not been properly understood or fairly addressed after our response, you may ask for a further review. In that case, a different person or a more senior member of our team will look again at your complaint, the investigation steps taken, and the outcome reached. They may contact you for more information or clarification. After this review, we will confirm whether our original decision is maintained or adjusted, and we will explain our reasoning.

Time limits for complaints

To enable us to investigate effectively, we ask that you raise any complaint about our man and van and removals services as soon as you reasonably can. Many issues, especially those involving possible loss or damage, are much easier to assess shortly after the move has taken place. While we will always consider complaints made later, the passage of time may limit what we can reasonably verify or put right.

How we use complaints to improve our service

We see feedback and complaints as an important way to improve the quality, safety and reliability of our work. Where our investigation highlights areas where we can do better, we may:

Update internal procedures for bookings, packing, loading or transport

Provide additional training or guidance to our drivers and porters

Review how we plan routes and manage timings for moves across our service area

Improve communication methods and information given before and during a job

Review and clarify written terms, job descriptions and pricing information

We record complaints and monitor them over time to identify any recurring issues that may need wider changes to our removals operations.

Treating customers fairly and respectfully

All complaints to Man with Van Tufnell Park are handled in a fair, objective and respectful manner. We will not treat you less favourably because you have raised a concern or challenged any aspect of our service. We expect our staff and customers to communicate politely at all times. Abusive, threatening or discriminatory behaviour may result in us limiting communication to written channels for the safety and wellbeing of our team.

Accessibility and support

If you need help to explain your complaint, or require us to communicate in a particular way, please let us know when you contact us. We will make reasonable efforts to adapt the process, for example by allowing a representative to speak on your behalf or by using clearer formats to explain our responses.

This complaints procedure is intended to give clear guidance on how to raise concerns about our man and van and removal services and how we will work to resolve them. We value your feedback and appreciate the opportunity to put things right where they have gone wrong.