Man and Van Highbury Complaints Procedure
Man and Van Highbury is committed to providing reliable, efficient and professional removal services. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about our services, how we will respond, and what you can expect from us at every stage.
1. Purpose of this Complaints Procedure
The purpose of this procedure is to give customers a clear, fair and accessible way to tell us when they are unhappy with any aspect of our service. This includes issues relating to man and van bookings, home or office moves, packing, loading and unloading, handling of goods, punctuality, staff conduct and invoicing.
Our aims are to:
Put things right quickly where possible, learn from any mistakes, improve our services for future customers, and treat all customers with respect and courtesy.
2. What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services or the way they were delivered, whether the issue is minor or serious. You can complain if you feel that:
We have not delivered the service you booked, there has been damage or loss to your belongings during a move, our team has not acted professionally or courteously, there have been avoidable delays or missed appointments, or there are errors or concerns about charges and payments.
We handle all complaints seriously, regardless of the value of the job or the size of the move.
3. How to Make a Complaint
You can make a complaint in writing or verbally. We encourage written complaints where possible, as they help us keep a clear record of what happened and how we responded. When you contact us, please provide:
Your full name, the date of your move or booking, any reference number you have been given, a description of what happened, including key dates and times, and what you would like us to do to resolve the matter.
If your complaint involves damage or loss, please include details of the items concerned and, where possible, photographs and any supporting documents. This will help us investigate more effectively.
4. Time Limits for Making a Complaint
To help us investigate properly, we ask that you raise any complaint as soon as reasonably possible after the event. Where the complaint relates to damage or loss of property, we recommend that you notify us as soon as you become aware of the issue so that we can review the circumstances of the move while details are still fresh.
We may not be able to fully investigate complaints made long after the event, but we will always review the information you provide and explain what we can and cannot do in the circumstances.
5. How We Will Handle Your Complaint
We aim to manage complaints in a way that is prompt, fair and transparent. Our process typically involves the following stages:
Initial acknowledgement: We will acknowledge your complaint and confirm that we have received it. If we need further information, we will ask you for it at this stage.
Investigation: We will review your account of events, speak with any staff involved, and consider job records, schedules and any evidence such as photographs or inventory notes.
Outcome and response: Once we have completed our investigation, we will provide a clear written response explaining our findings, any proposed remedy, and the reasons for our decision.
6. Response Times
We aim to acknowledge all complaints within a reasonable period. For most complaints, we will complete our investigation and respond in full within a practical and proportionate timeframe. If your complaint is complex or requires more detailed investigation, we will let you know that we need more time and explain why.
Throughout the process, we will keep you updated on the progress of your complaint and any steps we are taking to address it.
7. Possible Outcomes and Remedies
Depending on the nature of your complaint and our findings, possible outcomes may include:
An explanation or clarification of what happened and why, an apology where we accept that our service fell below the standards we aim to provide, corrective action for any ongoing issues that can be put right, and, where appropriate and in line with our terms and conditions and any applicable insurance cover, consideration of financial remedies.
Every complaint is considered on its individual facts, and we will explain clearly how we have reached our decision.
8. Escalation if You Are Not Satisfied
If you are not satisfied with the outcome of your complaint, you may ask for your case to be reviewed again. When requesting an escalation, please explain which parts of our response you disagree with and provide any additional information you would like us to consider.
We will then carry out a further review and provide a final response. This final response will set out our position and any further options that may be available to you.
9. Our Commitment to Fairness and Respect
We treat all complaints confidentially and with respect. We will not treat you differently or less favourably in any future dealings with us because you have raised a complaint. We also expect our staff and customers to act respectfully towards each other during the process.
We may choose to limit communication where there is abusive, threatening or unreasonable behaviour, but this will not prevent us from considering the substance of a genuine complaint.
10. Learning from Complaints
Complaints help us identify areas where we can improve our removal services, customer communication, scheduling and handling of belongings. We regularly review complaints and feedback to refine our working practices, staff training and service standards.
Man and Van Highbury is committed to continuous improvement and to providing a dependable man and van and removals service. If you are unhappy with any aspect of your experience, we encourage you to use this Complaints Procedure so that we can address your concerns and, where possible, restore your confidence in our service.
Attractive Prices on Man and Van Highbury Services in N5
Give our man and van Highbury company a call to receive a competitively low price quote. Choose us and you will get nothing less than the best.
| Transit Van | 1 Man | 2 Men |
| Per hour /Min 2 hrs/ | from £60 | from £84 |
| Per half day /Up to 4 hrs/ | from £240 | from £336 |
| Per day /Up to 8 hrs/ | from £480 | from £672 |
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Opening Hours: Monday to Sunday, 07:00-00:00
Postal code: N5 2HZ
City: London
Country: United Kingdom
Web: https://manandvanhighbury.org.uk/
Description: We’re the number one relocations company in Highbury N5! Call our experts and we guarantee you will be satisfied with our services!
