Man with Van Islington Complaints Procedure

This Complaints Procedure explains how customers can raise concerns about services provided by Man with Van Islington and how those concerns will be managed. It applies to all services we provide, including man and van moves, house and flat removals, office moves, item transport, and related loading, unloading, and packing activities.

Our commitment to resolving complaints

Man with Van Islington is committed to providing a reliable, safe, and professional removal service. If you are unhappy with any aspect of our service, we want to know so that we can put things right, learn from the issue, and improve our processes. All complaints are taken seriously, handled with respect, and investigated thoroughly and impartially.

What counts as a complaint

A complaint is any expression of dissatisfaction about the standard of our removals or man and van services, the conduct of our staff or drivers, or the way we have handled a booking, payment, or query. This can include, but is not limited to:

Issues with punctuality, collection, or delivery times; concerns about the handling, loading, or unloading of your belongings; damage or loss of items during a move; problems with the behaviour, attitude, or professionalism of team members; disagreements about charges, quotes, or invoicing; dissatisfaction with how a previous concern was dealt with.

We encourage you to raise any concern, no matter how small it may seem, so that we can address it promptly.

How to make a complaint

You can make a complaint verbally or in writing. To help us understand and resolve your complaint as quickly as possible, please provide:

Your full name; the date of your move or booking; the service that was provided, such as man and van hire, house removal, or office move; a clear description of what went wrong; any relevant supporting information, such as inventory lists, photographs of damage, or notes taken on the day.

Written complaints are generally easier for us to investigate thoroughly, as we can refer back to the details you provide.

Timescales for raising a complaint

You should raise any complaint as soon as reasonably possible after the issue occurs. For issues involving damage or loss of items, we ask that you notify us within a reasonable time after the move is completed so that we can properly investigate and, where appropriate, assess the condition of items and circumstances of the move.

How we handle your complaint

Once we receive your complaint, we follow a clear and structured process:

First, we acknowledge your complaint. We will confirm that we have received your complaint and explain what will happen next. Where possible, this will be done promptly.

Next, we investigate the complaint. This may involve reviewing booking details, driver logs, job sheets, photographs, and any messages exchanged. We may also speak to the staff members involved in your move to understand what happened on the day.

We then assess the findings. We will consider your account, any evidence you have supplied, and our own records. We aim to ensure that the complaint is reviewed objectively and fairly.

Finally, we provide a response. Once the investigation is complete, we will explain our findings, tell you whether your complaint has been upheld in full, in part, or not upheld, and set out any steps we will take to resolve the issue or prevent a recurrence.

Possible outcomes and resolutions

Depending on the nature and circumstances of your complaint, possible outcomes may include:

An explanation or clarification about what happened; an apology where we have fallen short of our standards; corrective action, such as revising procedures or providing additional training to staff; practical remedies, where appropriate and in line with our terms and conditions; a review of how future moves are planned and managed to reduce the risk of similar issues arising.

Any resolution will be based on the evidence available and will take into account our responsibilities as a removal service provider.

Escalating your complaint

If you are not satisfied with the initial response to your complaint, you may request that it be reviewed at a higher level within the business. When you ask us to escalate your complaint, please explain why you are unhappy with the initial outcome and what you would like us to reconsider.

The escalated review will focus on whether the original investigation was complete and fair, and whether the outcome was reasonable in light of the information available. Following this review, we will provide a final response, setting out our decision and any further steps, if applicable.

Confidentiality and data protection

All complaints are handled in confidence. Information you provide will only be shared with those who need to know in order to investigate and resolve your complaint. We handle personal data in line with applicable data protection requirements and use it solely for the purpose of managing and analysing complaints and service quality.

Using complaints to improve our services

We treat every complaint as an opportunity to improve. Where appropriate, we will review patterns or recurring issues in complaints relating to our man and van and removal services, including packing, loading, scheduling, and customer communication. This helps us identify areas where we can strengthen training, adjust policies, or make operational changes to enhance reliability, care, and customer satisfaction across our service area.

Final statement

Man with Van Islington aims to deliver a professional, dependable, and careful moving service at all times. When things do not go as planned, this Complaints Procedure ensures that your concerns are heard and addressed in a structured, transparent, and fair way. We value your feedback and are committed to using it to maintain and improve the standard of our removal services.