Complaints Procedure for Man with Van Golders Green

This complaints procedure explains how customers can raise concerns about the services provided by Man with Van Golders Green and how those concerns will be handled. Our aim is to resolve any issues fairly, quickly and transparently, and to use feedback to improve our removal and delivery services.

Our Commitment to You

Man with Van Golders Green is committed to providing a reliable, safe and professional moving and transport service. If something goes wrong, we want to hear about it so we can put it right where possible and reduce the chance of similar issues happening again. All complaints are treated seriously and handled in confidence.

What This Procedure Covers

This procedure applies to complaints relating to our man and van and removal services, including but not limited to:

Delays in collection or delivery, conduct or behaviour of drivers or team members, damage to property or goods, loss or missing items, invoicing or payment disputes, quality of communication and customer service, and failure to follow agreed instructions or booking details.

Matters relating to legal claims, insurance disputes or issues that must be handled by a regulator or external authority may be dealt with separately, although we will still try to assist and cooperate where we reasonably can.

Raising an Informal Concern

In many cases, concerns can be resolved quickly and informally. If you experience a problem during a move or collection, please speak to the driver or team leader at the time, where it is safe and practical to do so. They may be able to resolve the issue on the spot, for example by adjusting the route, clarifying charges, or addressing a misunderstanding about access or handling.

If the issue cannot be resolved during the job, or you remain dissatisfied, you may raise a formal complaint using the process set out below.

How to Make a Formal Complaint

To help us investigate effectively, we ask that formal complaints are made in writing. When submitting your complaint, please provide as much detail as possible, including:

Your full name and, if applicable, the name used on your booking, the date and approximate time of the service, the collection and delivery locations, a clear description of what went wrong and when, any relevant photographs or evidence, and details of any conversations you have already had with our team about the issue.

Written complaints should be submitted as soon as reasonably possible after the event, ideally within a reasonable timeframe, so that we can access accurate information, vehicle logs and staff statements.

Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it within a reasonable period. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps in the investigation process. We may also request further information to help us understand the circumstances fully.

Investigation Process

All formal complaints are reviewed by a responsible person within Man with Van Golders Green who was not directly involved in the issue wherever possible. The investigation may include:

Reviewing booking records, job sheets and any relevant notes, speaking with the driver or team members involved, examining photographs or other evidence provided, assessing GPS or route information if available, and considering whether our policies and procedures were followed correctly.

We aim to complete our investigation within a reasonable timeframe. If the matter is complex or requires more time, we will let you know and provide an updated timescale.

Outcome and Resolution

After the investigation is complete, we will provide you with a written response setting out:

A summary of your complaint, the steps we have taken to investigate, our findings, and any action we propose to take.

Possible outcomes may include an explanation or clarification, an apology where appropriate, corrective action on future bookings, staff training or process changes, and where justified and appropriate, a goodwill gesture or contribution towards repair or replacement, subject to our terms, conditions and any applicable limits of liability.

Any settlement or offer will take into account our terms, the nature of the issue and the evidence available.

If You Are Not Satisfied with the Outcome

If you are not satisfied with the outcome of your complaint, you may request that the decision is reviewed. In your request, please explain why you disagree with the outcome and provide any additional information that you believe has not been considered.

Your complaint will then be reconsidered, where possible by a different person or at a higher level of responsibility within Man with Van Golders Green. Following this review, a final written response will be provided. This will normally represent the conclusion of our internal complaints process.

Time Limits and Evidence

To enable a fair investigation, we may not be able to fully examine complaints raised after a very long delay, particularly in cases involving alleged damage or loss where evidence may no longer be available. We therefore encourage customers to inspect goods and property as soon as possible after a move or delivery and to notify us promptly if they have concerns.

Unreasonable or Abusive Behaviour

We understand that moving can be stressful and that problems can be upsetting. However, our team members have the right to work without abuse or harassment. We may end communication where behaviour becomes threatening, abusive or persistently unreasonable. This does not affect your right to raise legitimate concerns or to pursue your complaint through appropriate external channels where applicable.

Continuous Improvement

All complaints, whether upheld or not, are recorded and reviewed periodically. Man with Van Golders Green uses this information to improve training, planning and customer service across our removal and man and van operations. Your feedback helps us refine our procedures, minimise disruptions, and provide a more dependable service for future customers.

Changes to This Complaints Procedure

We may update this complaints procedure from time to time to reflect changes in our operations, legislation or best practice. The version published on our website will always be the most up to date, and will apply to any new complaints from the date it is posted.