Man with Van Pentonville Complaints Procedure

Man with Van Pentonville aims to provide a reliable, careful 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 about it so that we can put matters right where possible and improve the way we work in the future.

This Complaints Procedure explains how you can raise a concern about our services, what information we need from you, how we will handle your complaint, and what you can expect from us at each stage.

Scope of this Complaints Procedure

This procedure covers complaints relating to our man and van and removals services, including packing, loading, transportation and unloading of items. It applies to both domestic and business customers who have booked or received services from Man with Van Pentonville.

Issues that may be handled under this procedure include service quality, delays, damage or loss of items, conduct of our staff, accuracy of documentation, or any other concern about how we have provided our services.

Raising a Complaint

If you are unhappy with any aspect of our service, you should raise the issue as soon as possible. In many cases, we can resolve concerns quickly and informally if they are brought to our attention at the time of the move or shortly afterwards.

When submitting a complaint, please provide the following information so that we can investigate fully and efficiently:

The name under which the booking was made
Date of the move or service
Pickup and destination addresses used for the booking
A clear description of what went wrong, including times and locations where relevant
Details of any conversations already held with our team about the issue
What outcome or resolution you are seeking, where this is known

You may raise your complaint in writing. Written complaints help us keep an accurate record of what has happened and what you would like us to consider.

Time Limits for Making a Complaint

We ask that complaints are made as soon as reasonably possible after the event. This helps us obtain accurate information from the team involved and review any supporting evidence.

As a general guideline:

Service issues, delays or staff conduct should be reported within 14 days of the service date.
Concerns about damage or loss of items should be reported as soon as you become aware of them, and no later than 7 days after the move where reasonably possible.

We may still consider complaints raised outside these timeframes, but our ability to investigate and offer solutions may be reduced.

Our Complaints Handling Stages

We follow a clear and structured process to deal with complaints fairly and consistently.

Stage 1: Acknowledgement

Once we receive your complaint, we will log it and acknowledge receipt. We aim to provide this acknowledgement within 3 working days. At this stage, we may ask you for further information or clarification if anything is unclear.

Stage 2: Investigation

A member of our management team will review your complaint. The investigation may include checking booking information, route and timing records, photographs, job sheets, and any messages or notes relating to your move. We may also speak to the staff involved and any other parties where this is relevant.

We aim to complete our investigation and provide a full response within 14 working days from the date we acknowledge your complaint. If the matter is complex or requires more time, we will let you know and provide an updated timescale.

Stage 3: Response and Proposed Resolution

After the investigation, we will send you a written response setting out:

Our understanding of your complaint
What we have investigated and what information we have considered
Our findings and whether your complaint is upheld in full, in part, or not upheld
Any actions we propose to take, such as an explanation, an apology, corrective action, or where appropriate, a goodwill gesture or compensation

We will always explain the reasons for our decision and how it was reached.

Stage 4: Further Review

If you are not satisfied with our Stage 3 response, you may request a further review. You should do this within 14 days of receiving our written outcome and explain why you remain dissatisfied and what you believe we have not considered correctly.

A senior member of our team, who was not involved in the original investigation, will review the handling of your complaint, the evidence considered, and the decision reached. We will then provide a final written response. This will normally be issued within 14 working days of your request for a review.

Damage, Loss and Insurance Claims

If your complaint relates to damage or loss of items during a move, we will request clear details and, where available, supporting evidence such as photographs, repair or replacement estimates, or proof of purchase.

We will consider any applicable terms and conditions that were agreed at the time of booking, including any stated limits of liability and insurance provisions. Where liability is accepted, any payment or remedy will be made in accordance with those terms.

Fairness, Confidentiality and Data Handling

All complaints are handled fairly, impartially and with respect for everyone involved. We do not treat customers less favourably because they have raised a complaint, and we will continue to provide services in a professional manner while a complaint is being investigated.

Information you provide in connection with a complaint will be handled in line with our privacy practices. It will be used only for the purposes of investigating and resolving your complaint, reviewing our performance, and meeting any legal or regulatory obligations.

Using Complaints to Improve Our Service

We welcome feedback and view complaints as an opportunity to improve our removals and man and van services. We regularly review the issues raised, look for patterns or recurring problems, and take steps to prevent similar issues from arising in future. This may involve staff training, changes to our procedures, improved communication, or updates to our terms and documentation.

By following this Complaints Procedure, Man with Van Pentonville aims to resolve problems promptly, learn from what went wrong, and maintain a high standard of service for customers moving homes or premises throughout our operating areas.