Edgware Man and Van Complaints Procedure

Edgware Man and Van is committed to providing a reliable, professional removals and man and van service. We aim to handle your items and your move with care, efficiency and respect. If something goes wrong or you are unhappy with any part of our service, we want to know about it so that we can put things right and improve for the future.

This complaints procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.

1. Purpose of this complaints procedure

The purpose of this procedure is to provide a clear and fair process for customers who wish to complain about any aspect of our removals, man and van, packing, loading, transport, storage coordination or related services.

Our aims are to:

Ensure your complaint is listened to and taken seriously.
Resolve issues as quickly and informally as possible.
Provide a consistent process for investigating complaints.
Learn from complaints to improve our services.

2. What can you complain about

You can use this complaints procedure for any dissatisfaction or concern about our service, including but not limited to:

Quality of the removal or man and van service received.
Conduct, attitude or behaviour of our staff or contractors.
Timekeeping, cancellations or delays in collection or delivery.
Handling, packing, loading or unloading of your belongings.
Damage to property or loss of items during your move.
Issues with quotations, pricing, invoices or payments.
Communication before, during or after your move.
Any other aspect of our service you feel did not meet your expectations.

This procedure is intended for customers who have used, or attempted to use, our services.

3. How to make a complaint

We encourage you to raise any concern as soon as you become aware of a problem. Early communication often allows us to resolve issues quickly and informally.

You can make a complaint in writing so that we have a clear record of your concerns. Please include:

Your full name and, if applicable, your company name.
Details of the service you booked, including date of the move and service type.
A clear description of what went wrong and when it happened.
Names of any staff involved, if known.
Details of any damage, loss or other impact on you.
What outcome or resolution you are seeking.

If you have any supporting information, such as photographs of damage, inventory lists, quotes, invoices or messages, please keep these safe as they may help us to investigate your complaint thoroughly.

4. Informal resolution

Where possible, we will first try to resolve your complaint informally. This may involve a discussion with a member of our team who is familiar with your booking and the services provided.

At this stage we will:

Listen to your concerns and clarify any details.
Check our records for your booking and service information.
Try to agree a practical solution with you.

Many issues can be resolved at this stage through explanation, an apology where appropriate, or a suitable practical remedy such as a partial refund, re-service where feasible, or other agreed solution.

5. Formal complaint process

If your complaint cannot be resolved informally, or if you prefer it to be dealt with formally from the outset, it will be handled as a formal complaint.

Once we receive your formal complaint, we will:

Acknowledge receipt of your complaint within a reasonable timeframe.
Allocate a person responsible for handling your complaint.
Review all relevant details, including booking records, job notes and any supporting information you have provided.

During the investigation, we may contact you to request further information or clarification. This helps us to ensure we fully understand the issue and your expectations.

6. Timescales for response

We aim to deal with complaints promptly. While some matters can be resolved very quickly, others may require more detailed investigation, particularly where there are complex circumstances or multiple parties involved.

Our general timescale is:

Acknowledgement of your formal complaint within a reasonable period.
A full written response as soon as is practical, taking into account the complexity and nature of the complaint.

If we need more time to complete our investigation, we will let you know and explain the reasons for the delay, along with an indication of when you can expect a final response.

7. Outcomes and remedies

Once we have completed our investigation, we will provide a clear written response that explains:

The information we considered.
Our findings on each of the main points you raised.
Whether your complaint is upheld in full, in part, or not upheld.
Any steps we will take to put things right where appropriate.

Possible remedies may include an explanation, an apology, corrective action, service improvements, or financial remedies where justified and in line with our terms and conditions.

8. Escalating your complaint

If you are not satisfied with our final response, you may ask for your complaint to be reviewed again within our business. This escalation will involve a more senior person, who will consider the handling of your complaint and the outcome reached.

The review will focus on:

Whether your complaint was investigated fairly and thoroughly.
Whether the outcome was reasonable based on the evidence.
Whether further steps are appropriate.

We will provide a further written response following this review.

9. Our commitment to learning and improvement

Edgware Man and Van takes all complaints seriously. We use the information from complaints to identify areas where our removals and man and van services can be improved.

We may review and update our staff training, handling and packing procedures, scheduling and communication processes, and our general service standards based on the feedback we receive.

10. Records and data

We keep records of complaints and our responses in line with our data handling practices. This helps us monitor patterns, address recurring issues and demonstrate accountability in how we manage concerns raised by customers.

By following this complaints procedure, we aim to treat you fairly, handle your concerns professionally and maintain high standards across all of our removal and man and van services.