Complaints Procedure for Man With a Van Mill Hill

Man With a Van Mill Hill is committed to providing a reliable and professional removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can put matters right and improve our service. This complaints procedure explains how to raise a concern, how we will respond, and the steps available if you remain unhappy with the outcome.

Scope of this Complaints Procedure

This procedure applies to all customers who have used, or attempted to use, our man and van and removal services. It covers issues arising before, during, or after a move, including local and longer-distance bookings. Complaints may relate to service quality, conduct of staff, damage to property or belongings, punctuality, communication, billing, or any aspect of our removal operations.

Our Commitments to You

When you raise a complaint with Man With a Van Mill Hill, we will:

Listen carefully and treat your concerns with respect and seriousness.

Acknowledge your complaint promptly.

Investigate the matter fairly, objectively, and without unnecessary delay.

Keep you informed about the progress of your complaint.

Explain our findings clearly and outline any remedial action or compensation, where appropriate.

Use your feedback to review and improve our removal services and internal processes.

How to Make a Complaint

We recommend raising your concern as soon as possible after the issue occurs, so that we can investigate effectively. Please provide as much detail as you can, including your full name, the date of your move, the collection and delivery locations, a description of what went wrong, and what outcome you are seeking.

Informal Resolution

If you are comfortable doing so, you should first raise your concern with the team member in charge on the day of your move, or with our office contact if you are dealing with a coordinator. Many issues can be resolved quickly at this stage through clarification, an apology, or a practical solution, such as adjustments to scheduling or remedial work.

Formal Complaint

If the issue cannot be resolved informally, or you prefer a formal approach from the outset, you can submit a written complaint. Please set out clearly:

Your name and contact details.

Details of your booking and the date of service.

A clear description of the problem and how it affected you.

Any supporting information, such as photographs, inventories, or correspondence.

A summary of how you would like the issue to be resolved.

Time Limits for Raising a Complaint

We ask that complaints relating to service delivery or conduct are raised within 14 days of the move, where possible. For complaints involving loss or damage to items, you should notify us as soon as you become aware of the issue and provide any supporting evidence you may have, such as photos of damage or copies of relevant documents.

How We Handle Your Complaint

Stage 1: Acknowledgement

Once we receive your formal complaint, we will acknowledge it within a reasonable time frame. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps, including who will be handling the investigation and when you can expect a response.

Stage 2: Investigation

Your complaint will be investigated by an appropriate member of the Man With a Van Mill Hill management team who was not directly responsible for the issue you have raised wherever possible. The investigation may include:

Reviewing booking records, removal documentation, and any photographs or evidence provided.

Speaking with members of staff involved in the service.

Clarifying details with you if additional information is needed.

Assessing whether our policies, procedures, and service standards were followed.

Stage 3: Outcome

Following our investigation, we will provide you with a written response setting out:

A summary of the issues you raised.

The steps we took to investigate your complaint.

Our findings and any conclusions we have reached.

Any proposed resolution, which may include an apology, corrective action, service adjustments, or a goodwill gesture or compensation where appropriate and in line with our terms and conditions.

If You Are Not Satisfied with the Outcome

If you remain unhappy after receiving our Stage 3 outcome, you may request a further review. Your request should explain why you are dissatisfied and highlight any information you believe has not been properly considered.

A senior member of our team, who was not involved in the earlier stages, will review the complaint, the investigation, and the response already provided. They may contact you to clarify any points or request further information. After this review, we will provide you with a final written response. This is the final stage of our internal complaints procedure.

Complaints Involving Loss or Damage

Where your complaint relates to damage to property or belongings, or alleged loss of items, we may ask for additional information such as photographs, inventories, valuations, or receipts. We will assess such complaints in line with our terms and conditions, limits of liability, and any insurance arrangements that may apply. It is important that you retain any damaged items until the investigation is complete.

Confidentiality and Data Protection

All complaints are handled in confidence. Information will only be shared with those who need it to investigate and resolve the matter. We will process any personal data provided as part of a complaint in accordance with our data protection obligations and our privacy practices.

Using Complaints to Improve Our Service

We value all feedback, both positive and negative. Complaints are logged and reviewed so that we can identify patterns, address recurring issues, and improve the way we deliver our man and van and removal services. Where a complaint highlights a need for staff training, changes to procedures, or service improvements, we will take appropriate action.

Accessibility and Support

If you need help making a complaint, or require information in a different format, please let us know. We will do our best to support you so that you can explain your concerns clearly and participate fully in the process.

Review of this Complaints Procedure

This complaints procedure for Man With a Van Mill Hill is reviewed periodically to ensure it remains clear, fair, and effective. We may update it from time to time to reflect changes in our services, legal requirements, or best practice within the removal sector.