Man and Van Edgware Complaints Procedure

Man and Van Edgware is committed to providing a professional and reliable removal service. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Our Commitment to You

We aim to deliver a prompt, fair and transparent resolution to any complaint about our man and van or removals services. We review all feedback carefully and use it to improve our processes, staff training and service standards.

What Is a Complaint

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

Service quality during collection, loading, transport or delivery

Conduct, attitude or professionalism of our staff or drivers

Damage to property, belongings or premises allegedly caused by our team

Delays, missed appointments or communication issues

Disputes about pricing, estimates, invoices or additional charges

Any other concern about the way we have provided or managed your move

Raising a Complaint

You should raise your complaint as soon as possible so that we can investigate effectively. Providing dates, times, locations, names (where known) and any supporting information will help us understand the situation clearly.

You can make a complaint verbally or in writing. If you raise a complaint verbally during a move, the team on site will do their best to resolve the issue immediately where possible. If your concern cannot be resolved on the spot, or if you prefer a more formal response, you should submit your complaint in writing.

Information to Include

To help us investigate, please provide the following where possible:

Your full name and the address where the service took place

The date of your move or booking and any reference number you have

A clear description of what went wrong and when it occurred

Details of any conversations already held with our staff about the issue

Photographs, inventories or other documents, if your complaint relates to damage or loss

What outcome or resolution you are seeking, for example an explanation, apology, correction of an error or compensation

How We Handle Your Complaint

Once we receive your complaint, we follow a structured process to ensure it is handled fairly and consistently.

1. Acknowledgement

We will acknowledge your complaint within a reasonable timeframe. Where possible, we will confirm who will be responsible for handling your complaint and an estimated timescale for our full response.

2. Investigation

The person handling your complaint will review all relevant information, which may include:

Booking records and job sheets

Vehicle logs and route details

Staff statements and internal notes

Photographs, inventories or condition reports from before and after the move

Any correspondence or messages between you and our team

During this stage we may contact you for further details or clarification. This helps us ensure we fully understand your concerns and the impact on you.

3. Outcome and Response

After investigating, we will provide a written response setting out:

The issues you raised and how we have interpreted them

The steps we took to investigate your complaint

Our findings based on the information available

Any actions we will take to put things right, where appropriate

Any changes we plan to make to our services, training or procedures as a result

If we do not uphold some or all of your complaint, we will explain the reasons clearly and reference the evidence relied upon.

Possible Resolutions

Depending on the nature of the complaint, resolutions may include one or more of the following:

A sincere apology and explanation for what went wrong

Corrective action, such as revisiting the property to complete agreed work where practical

A goodwill gesture or partial refund, where appropriate and proportionate

Internal action such as additional staff training or amendments to procedures

We will always aim to agree a solution that is fair and reasonable in light of the circumstances and the terms of our agreement with you.

Timeframes

We aim to resolve complaints as quickly as we reasonably can. Straightforward issues may be resolved within a few working days. More complex complaints, especially those involving alleged damage, loss or third parties, may take longer. If this happens, we will keep you updated on progress and provide revised time estimates where necessary.

If You Are Not Satisfied

If you are unhappy with the outcome of your complaint, you may ask us to review our decision. In doing so, please explain why you disagree with our findings or proposed resolution and provide any further information you believe is relevant.

We will arrange for a more senior member of our team, who was not involved in the original handling of your complaint, to review the matter wherever practicable. They will consider whether the investigation was thorough and whether the outcome was fair and reasonable.

Claims for Damage or Loss

If your complaint involves alleged damage to items or property, or loss of belongings during a move, it is important that you notify us as soon as possible after becoming aware of the issue. Prompt notification helps us inspect, assess and, where appropriate, consider repair, replacement or other remedies in line with our terms and conditions.

We may request photographs, receipts, valuations or other evidence to support your claim. Failure to provide reasonable evidence or to report damages promptly may affect the outcome.

Confidentiality and Data Protection

All complaints are handled in confidence. We will only share information about your complaint within our organisation on a need-to-know basis, for the purposes of investigation and resolution. Any personal information you provide will be processed in accordance with applicable data protection requirements.

Continuous Improvement

Man and Van Edgware values all feedback, both positive and negative. Every complaint is an opportunity for us to review how we operate, refine our moving processes and raise service standards for future customers. We record and monitor complaints trends to identify recurring issues and take appropriate corrective action.

This complaints procedure is intended to be clear and accessible. If anything in this policy is unclear or if you require further information about how we handle complaints relating to our removal and man and van services, you may contact us to request clarification.