Complaints Procedure
Islington Man and Van Complaints Procedure
This complaints procedure explains how Islington Man and Van manages concerns and complaints about our man and van and removal services. Our aim is to resolve any issues quickly, fairly and transparently, while using feedback to continually improve the way we plan, handle and complete moves for our customers.
Our Commitment To You
We understand that moving home or business premises can be stressful. If something goes wrong, we are committed to listening carefully, investigating thoroughly and putting matters right wherever we reasonably can. We will treat every complainant with respect and handle all complaints professionally, regardless of the size or nature of the job.
We will:
Listen to your concerns and take them seriously.
Confirm we have received your complaint.
Investigate the circumstances in a fair and objective way.
Provide a clear response within reasonable timescales.
Offer appropriate remedies where complaints are upheld.
Use your feedback to improve our services and processes.
What This Procedure Covers
This procedure applies to complaints about our man and van and removal services, including but not limited to:
Quality of service during collection, transport or delivery.
Conduct, behaviour or professionalism of our moving teams.
Care, handling or protection of goods during a move.
Punctuality, delays or missed collection or delivery windows.
Accuracy of quotations, agreed work scope or invoicing issues.
Communication before, during or after a removal job.
If your concern relates to insurance, claims for loss or damage, or other contractual matters, we may need to follow additional steps under our terms and conditions. In such cases, we will explain clearly what is required from you and what you can expect from us.
How To Raise A Complaint
We encourage you to tell us about any issue as soon as possible. In many cases, problems can be resolved quickly by speaking with the team on the day of your move or by contacting our office after the job.
When raising a complaint, please provide:
Your full name and the name the booking was made under.
The date and location of your move or job reference if available.
A clear description of what went wrong and when it occurred.
Details of any conversations you have already had with our staff.
Any supporting information such as inventory notes, photographs of damage or copies of documents.
Giving us detailed information at the outset helps us to investigate your concerns more effectively and respond in a timely and accurate manner.
Initial Resolution
Where possible, we aim to resolve complaints at the first point of contact. This may involve an explanation, clarification, apology or practical solution agreed between you and our representative.
If you raise a concern while our team is on site, the lead mover will try to address the matter straight away. If they cannot resolve it, they will record the details and refer the issue to the office for follow up.
Formal Complaint Stage
If your concern cannot be resolved informally, or you are dissatisfied with the initial response, you may ask for your complaint to be treated as a formal complaint.
Once a complaint is treated as formal, we will:
Record your complaint in our internal log.
Confirm that we are investigating your complaint.
Review all relevant details, including staff statements, notes, schedules and any photographs or documents you provide.
Contact you if we need further information or clarification.
We aim to provide you with a written or clearly recorded response within a reasonable timeframe, depending on the complexity of the matter. If we anticipate any delay, we will let you know and explain the reason.
Our Investigation And Response
During the investigation we will consider:
What was agreed when you booked the removal or man and van service.
Our terms and conditions, policies and standard operating procedures.
Information from the crew and office staff involved.
Any evidence you have supplied to support your complaint.
After the investigation we will provide a clear outcome, which may include:
An explanation of what happened and why.
Confirmation of whether your complaint is upheld in full, in part, or not upheld.
Details of any steps we will take to put things right, where appropriate.
Information on improvements or changes we will make to reduce the risk of similar issues occurring in future.
Possible Remedies
Where a complaint is upheld, possible remedies may include one or more of the following:
A sincere apology and explanation.
Correction of errors in documentation where feasible.
A practical solution to complete or rectify outstanding work where reasonable.
Consideration of compensation or goodwill gestures where appropriate and in line with our terms and conditions and any relevant insurance arrangements.
The type of remedy offered will depend on the circumstances of each case, including the nature of the issue, any proven loss, and any contractual limits that apply.
Escalation Of Your Complaint
If you remain dissatisfied after receiving our formal response, you may ask for your complaint to be reviewed by a more senior member of our team. They will look at the handling of your complaint and the decision reached, and will either uphold, change or overturn the original outcome.
We will then provide a final response setting out our position. This will normally conclude our internal complaints procedure.
Time Limits For Complaints
We recommend that you raise any complaint as soon as possible after the service has been provided, and ideally within a short period from the date of your move. Prompt notification helps us to investigate fully, particularly where details such as access, packing, loading and unloading arrangements may be relevant.
In some cases, delays in reporting concerns may limit the options available for investigation or resolution, especially where items have been moved, used or stored elsewhere after the job.
Confidentiality And Data Protection
All complaints are handled in line with our obligations under applicable data protection law. Information about your complaint will be shared only with team members who need it to investigate and respond. We will keep records of complaints securely and only for as long as necessary for business and legal purposes.
Using Feedback To Improve Our Service
Complaints and customer feedback are an important part of improving our man and van and removal services. We regularly review complaints to identify patterns, training needs and opportunities to enhance how we plan moves, protect goods, communicate with customers and manage timings.
By following this complaints procedure, we aim to handle every concern fairly and consistently, support our customers during what is often a busy and demanding time, and continually raise the quality and reliability of our moving services.
