Finsbury Park Man and Van Complaints Procedure

Finsbury Park Man and Van is committed to delivering reliable and professional removal and man and van services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our service for the future.

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 every complaint fairly, promptly and transparently. Our objectives are to:

Listen to your concerns and understand what has gone wrong from your point of view.

Investigate the issues thoroughly and objectively.

Provide a clear and timely response with an explanation and, where appropriate, a proposed resolution.

Use feedback to improve our removal and man and van services and prevent similar issues arising in the future.

What Is A Complaint

A complaint is any expression of dissatisfaction relating to our man and van or removal services, whether it is about the booking process, communication, punctuality, conduct of staff, handling of goods, damage or loss, charges, or the overall delivery of the service.

You do not need to use specific wording or refer to this document for your concern to be treated as a complaint. 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 make a complaint in writing through your usual contact method with us. To help us investigate your concerns efficiently, please include the following information where possible:

Your full name and, if applicable, the name under which the booking was made.

The date of your move or booking and the service you used, such as man and van hire or a home or office removal.

A clear description of what went wrong, including times, locations and the people involved if you know their names.

Details of any damage, loss or inconvenience you believe you have suffered.

Any evidence that may help us review your complaint, such as photographs of damage, inventory lists or written confirmations.

What outcome you are seeking, such as an explanation, apology, corrective action or compensation.

Time Limits For Submitting A Complaint

We ask that you raise any complaint as soon as reasonably possible after the event, so that we can investigate while the details are still clear. For issues involving damage or loss of items during a move, you should report this as soon as you become aware of it.

Delays in notifying us may make it more difficult to confirm what happened or to validate claims relating to damage or loss. However, we will always review your complaint and provide a response, even if some time has passed.

Stage One: Initial Review And Acknowledgement

Once we receive your complaint, we will register it and arrange for an appropriate member of our team to review the details. We will acknowledge your complaint and may contact you if we need further information or clarification.

At this stage we will:

Confirm that we have received your complaint.

Outline the next steps and how we will keep you informed.

Provide an estimated timescale for our investigation and response.

Stage Two: Investigation And Response

We will then investigate your complaint by reviewing any relevant booking information, job sheets, inventory forms, photographs, staff reports and any other available evidence. We may also speak to the team members involved in your move and to any other parties where appropriate.

When our investigation is complete, we will send you a written response setting out:

A summary of your complaint and the issues we have considered.

What we have found during our investigation.

Whether your complaint has been upheld in full, in part, or not upheld, and the reasons for this decision.

Any steps we will take to put things right, which may include corrective work, practical solutions, an apology, a gesture of goodwill or other appropriate remedies in line with our terms and conditions.

Stage Three: Further Review

If you are not satisfied with the outcome of our investigation or believe we have not addressed all aspects of your complaint, you can request a further review.

When requesting a further review, please explain which parts of our response you disagree with and why, and provide any additional information you feel is relevant. A more senior member of our team will then re-examine your complaint and our original findings.

Following this review, we will provide a final written response. This will confirm our final position on your complaint and any actions we will take.

Complaints Relating To Damage Or Loss

Where your complaint involves alleged damage to property or loss of items during a move, we may ask you to provide supporting evidence. This can include photographs, proof of purchase, inventory forms, or any relevant reports.

Any consideration of compensation for damage or loss will be assessed in line with our terms and conditions, including any limits on liability or requirements for items to have been properly packed and declared before the move. We will explain clearly how these terms apply to your situation when we respond.

Fair Treatment And Confidentiality

We treat all complaints seriously and handle them with discretion. Your complaint will be dealt with respectfully, and raising a complaint will not affect your ability to use our services in the future.

Your personal information will be used only for the purposes of investigating and responding to your complaint, and for improving our removal and man and van services. We will not share your details unnecessarily.

Using Feedback To Improve Our Service

Every complaint is an opportunity for us to learn and improve. We regularly review feedback and complaint outcomes to identify patterns and to refine our processes, staff training and service standards across our moving and man and van operations.

By following this complaints procedure, we aim to give you a clear, fair and structured way to raise any concerns about Finsbury Park Man and Van, and to ensure that your voice is heard and acted upon.